Drupal Technical Account Manager

Consulting – Deloitte Digital – Drupal Technical Account Manager (Melbourne)

At Deloitte Digital, we are all responsible for challenging the status quo, and bringing innovative and differentiated thinking to everything we do. Deloitte Digital is an innovative leader in online and mobile strategy, design and development. We work with a wide range of clients helping them adapt to and harness new media and technology. Our combination of strategic thinking and innovative solutions is what sets us apart, and we make sure to stay at the forefront of new technology.

About our team

Part Business. Part Creative. Part Technology. One hundred per cent digital. Deloitte Digital is committed to helping clients unlock the business value of emerging technologies. Through eleven studios spread across the globe, we provide clients with a full suite of digital services, covering digital strategy, user experience, content, creative, engineering and implementation across mobile, web and social media channels.

We are one of the largest digital practices in Australia, comprised of a team of highly engaged and motivated professionals. Our passion is for delivering game-changing solutions to our clients in the face of Digital Disruption.

Deloitte Digital is a major force on the Australian Digital Landscape. We combine fun with serious intent. At Deloitte Digital, business, creativity and technology intersect. The team at Deloitte Digital includes creative designers, channel strategists, engineers, architects and product specialists – a powerful combination of creativity, business acumen and technical know-how.

We’re also known and loved for our commitment to our people as well as our fabulous culture.

About the role

Our Melbourne team is growing and we’re on the look-out for an experienced Technical Account Manager to lead our Drupal managed services team.

You will be responsible for the operation and enhancement of our Drupal-based digital solutions for a number our top tier clients based in Melbourne. You will manage client relationships and act as point of contact for all technical issues, changes and site/application development. You will also play a key role in the management of the Deloitte Digital Drupal product, including backlog, features and DevOps processes.

In addition, you will be responsible for:

  • Leading engineers and business analysts to ensure that support services are provided to our clients to agreed contracted service levels
  • Setting priorities with the team and report on the progress to clients
  • Accountability for the quality of service provided
  • Estimation and quoting of small to medium solution changes
  • Monthly reporting in relation to support time consumption
  • Managing the relationship with suppliers, in particular Acquia
  • Resourcing and utilisation of the Drupal managed services engineers
  • Working with a project controller who will take care of the financials including invoicing
  • Continually refining our processes including incident and problem management, enhancements and change management/release process
  • Facilitation of regular client meetings to discuss work in progress, issues and processes
  • Involvement in the determination of support contract renewals
  • Proposing managed services for new clients, pricing, contracting, and onboarding
  • Ensure support governance framework is adhered to (including wiki documentation)
  • Professional service delivery and understanding of ITIL
  • Continuous improvement both within the team and also in the client space.

About your experience

You are innovative, quick-thinking, and know how to take service to your clients to the next level. Your relationship management skills are second to none, and you have a knack for making complex technical issues clear for clients, developers and business analysts alike. In addition, you will ideally have:·

  • Demonstrated experience in managing application support of enterprise digital solutions for large corporate or government clients
  • Good understanding of digital solutions and in particular the architecture and use of the Drupal CMS
  • Demonstrated effective communication with and management of key client stakeholders
  • An ability to work as part of a team and balance competing priorities across multiple projects/accounts
  • An understanding of the SDLC and providing support to development teams
  • Experience in environments with strong formal change control restraints
  • Exposure to DevOps, Continuous Delivery and agility practices
  • Strong awareness of industry trends and understand how technology can be leveraged to deliver the solutions our client’s need.

Deloitte culture

We are innovative and different because YOU are… we pride ourselves on our team of diverse, high performing Deloitte Professionals who are talented, supportive, inclusive and social – and who are at the heart of our success. Our aim is to ensure that all our people feel comfortable to bring their whole selves to work, and as a result, create a workplace that encourages the true spirit of 'And different'.

From day one at our firm you’ll be considered part of the Deloitte community and our development and career progression framework will help you develop the skills and capabilities you need to succeed – in every sense of the word. At Deloitte, we assume that you perform other roles within your life….you could be a student, a teacher, a passionate hobbyist and a caring family member. We recognise the importance of balance and embrace agility, understanding that this means different things to each and every one of our employees.

Next Steps

If this sounds like an exciting career challenge, that aligns with your personal goals and expertise, we want to hear from you. Check out our YouTube page and social channels for further insights into life at Deloitte. In the meantime, we look forward to receiving your application.

The minimum salary offered for this role is $120,000.

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