ICT Account Manager
An ICT Account Manager manages the relationship between an organisation and its information technology service provider or client base, ensuring service delivery meets contractual obligations and business needs. They act as the primary point of contact for resolving service issues, negotiating renewals, and identifying opportunities to expand or upgrade technology solutions.
What this job is
An ICT Account Manager manages the relationship between an organisation and its information technology service provider or client base, ensuring service delivery meets contractual obligations and business needs. They act as the primary point of contact for resolving service issues, negotiating renewals, and identifying opportunities to expand or upgrade technology solutions. This role sits at the intersection of technical understanding and client relationship management, requiring both fluency in IT concepts and commercial acumen.
Are employers advertising this role?
Fewer than 50 vacancies were advertised nationally in the latest month. The numbers are too small to draw a reliable trend.
Source: Jobs and Skills Australia, Internet Vacancy Index.
Day-to-day
Monitor service level agreements (SLAs) against actual delivery metrics and prepare compliance reports for clients and internal management. Conduct regular business reviews with clients to assess satisfaction, review usage patterns, and identify gaps between current and desired IT capabilities. Negotiate contract renewals, licence upgrades, and pricing with clients, balancing margin requirements with competitive positioning. Manage escalated technical or service issues that fall outside first-line support scope, coordinating with delivery teams to achieve resolution within agreed timeframes. Identify and scope opportunities for technology upgrades, additional services, or new solutions that align with client strategic objectives and budget cycles. Prepare and deliver executive briefings, dashboard reports, and business case documents to client stakeholders on service performance and investment recommendations. Forecast quarterly or annual recurring revenue (ARR) and pipeline opportunities within assigned account portfolio, reporting actuals to sales leadership. Establish and maintain governance structures with key client contacts, including steering committees, operational reviews, and executive sponsorship touchpoints.
Who does this now
About 7,300 people worked in this occupation across Australia at the 2021 Census.
What this role asks for
Bachelor degree or higher (ABS skill level 1)
Can employers fill these jobs
Employers hiring for this occupation were generally able to find suitable applicants in 2025. This measures how hard employers found it to fill jobs. It is not a count of jobs, and it does not say whether the occupation is growing.
Requirements
The standard entry pathway requires a bachelor degree or higher (ABS Skill Level 1). Specific qualification requirements vary by employer and state. Some employers may accept equivalent experience. Check yourcareer.gov.au for available courses and dewr.gov.au/skills-reform/free-tafe for subsidised training options.
The honest hard part
The role demands you keep clients happy while your own company squeezes margins, meaning you often lose contract negotiations. You're also on call for client fires outside hours, and if a major client churns, you'll wear it hard even if the technical team failed.
Where the jobs are
In practice, most full-time positions are in CBD office environments, not regional areas. Remote work is becoming common but usually requires you to be near a major metro for client meetings and team collaboration.
Pay
Published for ANZSCO unit group 2252, the wider group this job sits in, not for this job on its own.
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
Skills
- Churn Risk Identificationcore
- CRM System Managementcore
- Customer Needs Assessmentcore
- Customer Success Planningcore
- Escalation Managementcore
- Negotiationcore
- Objection Handlingcore
- Problem Solvingcore
- Reporting and Analyticscore
- SLA and KPI Adherencecore
- Stakeholder Communicationcore
- Upselling and Cross-Sellingcore
- Verbal Communicationcore
- Written Communicationcore
- Feedback Collection and Actioning
- Goal Setting and Planning
- Invoicing and Accounts Receivable
- Microsoft Office Suite Proficiency
- Net Promoter Score (NPS) Analysis
- Outbound Customer Contact
- Process Improvement Identification
- Salesforce CRM Navigation
- Service Agreement Administration
- Time Management and Prioritisation
Which of these do you have?
Tick the ones you haveCommon questions
Sources
- ABS OSCA 2024, occupation definition and task statements
- ABS Survey of Employee Earnings and Hours, May 2025, customised report.
- ABS, 2021 Census of Population and Housing based on usual place of residence (Custom Report). OSCA Experimental Estimates.
Role data is drawn from official Australian Government sources, and each figure names where it comes from. Where a role is not in the ABS classification, the page shows no government figures for it. Data may not reflect every local variation.
What ICT Account Manager workers move into, from ten years of tax records.
Last updated: 30 October 2026
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