Key Account Manager - Critical Infrastructure Operations

About the role

A growing infrastructure organisation is looking for a Key Account Manager in Melbourne to act as the trusted point of contact for its key clients. This is a non-sales role focused on consistent service excellence, ongoing client relationships and coordination across operations, engineering and delivery teams. Two positions are available with hybrid flexibility.

Key responsibilities

• Act as primary client contact, managing day-to-day communications and service expectations
• Oversee contractual performance, SLAs, KPIs and compliance requirements
• Coordinate client projects across construction, operations and facilities teams
• Manage project handovers from construction to live operations
• Build trust-based relationships with client stakeholders and advocate their needs internally
• Support incident resolution through timely, transparent cross-team coordination
• Lead client meetings, business reviews and performance reporting
• Drive continuous improvement in service delivery and operational processes

Required profile

• 5+ years in client account management, service delivery or operations within data centre, construction, facilities management or commercial real estate
• Experience balancing client expectations with operational delivery
• Proactive, detail-oriented approach in fast-paced environments

Required skills

• Strong contract and SLA management experience
• Stakeholder engagement and relationship building
• Excellent communication skills

Occasional travel to operational sites is required.