Key Account Manager

At Certis Security Australia, we deliver innovative, integrated security solutions that create safer environments — including major events and high-profile sites across Australia.

Our commitment is to a Safer, Smarter and Better workplace, where people are supported, respected and empowered. As Australia’s only next-generation security company operating at scale, we’re transforming how we work through technology, automation and operational excellence.

Job Impact

As a senior operational and commercial leader, this role is accountable for the performance, growth, and stability of a high-profile, strategic client portfolio across New South Wales and further afield.

Operating as a true leader of leaders, you will own executive client relationships, commercial outcomes, and governance across complex, multi-site contracts—ensuring Certis consistently delivers on its commitments while strengthening long-term partnerships.

This is more than service delivery. You will act as a trusted advisor to major clients, shaping strategy, driving transformation, and unlocking growth opportunities across a portfolio that sits at the heart of our business. Your ability to balance operational excellence with commercial discipline will directly influence contract health, retention, and expansion.

You will also play a critical role in taking services to market—supporting tenders, rebids, and solution design—while leveraging data, technology, and insight to build sustainable capability at scale. As we build we require individuals that aren't afraid of the detail, able to lead from the front and demonstrate a willingness to get stuck into the detail to problem solve.

What You’ll Be Responsible For:

Key Account & Client Leadership

• Own executive relationships across major and strategic client accounts, acting as the primary interface and escalation point
• Build deep, multi-level stakeholder relationships and position Certis as a trusted, long-term partner
• Lead structured governance including WBRs, MBRs, QBRs, executive forums, and performance reporting
• Drive client retention, satisfaction, and organic growth through strong commercial and operational outcomes
• Translate client strategy into actionable account plans, identifying cross-sell and upsell opportunities
• Partner with internal teams to deliver innovative, value-led security and technology solutions

Operational Leadership & Service Delivery

• Hold end-to-end accountability for service delivery across a complex, high-profile portfolio
• Ensure contractual KPIs, SLAs, compliance obligations, and customer expectations are consistently achieved
• Lead from the front—setting the benchmark for service excellence in highly regulated environments
• Oversee workforce deployment, rostering integrity, and operational readiness across sites
• Govern operational risk, audit outcomes, and compliance frameworks

Commercial & Portfolio Performance

• Own P&L performance, including revenue, margin, cost-to-serve, and contract profitability
• Drive labour efficiency and actively manage unrecovered labour and cost leakage
• Lead pricing input for variations, renewals, and new opportunities
• Support tenders, rebids, and scope reviews with strong commercial insight
• Use data and analytics to inform decision-making, forecast performance, and optimise results

Reporting, Analytics & Insight

• Own portfolio-level reporting across financial, operational, and risk metrics
• Translate data into clear, executive-level insights and recommendations
• Monitor leading indicators (incidents, workforce trends, client feedback) to proactively manage risk
• Identify opportunities to improve performance, stability, and growth

Technology, Transformation & Continuous Improvement

• Leveraging technology, systems, and data to improve service delivery, scalability, and customer insight
• Driving standardisation, quality, and continuous improvement across the portfolio
• Supporting Certis’ broader transformation agenda and best‑practice adoption across sites

 What You’ll Bring

Essential

• Strong key account and client relationship management experience, ideally within security or contract‑based services
• Proven senior operational leadership experience managing large, complex service portfolios
• Deep understanding of commercial drivers including margin management, labour efficiency, and contract health
• Demonstrated success in retaining, growing, and stabilising client portfolios
• Hands‑on leadership style with the ability to influence, problem‑solve, and deliver outcomes
• Excellent organisational, communication, and stakeholder management skills

Desirable

• Current Security Licence (desirable not essential Security Advisor subclass)
• Deep understanding of the security industry and its regulatory environment
• Exposure to technology‑enabled transformation or data‑driven service models

Benefits & Culture

What We Offer:

• Technology-led, intelligent security and facilities management solutions across Australia’s most critical sectors.
• Collaborative, fast-paced work environment with hybrid work arrangements.
• Opportunities to work with senior stakeholders and contribute to strategic success.
• Commitment to diversity and inclusion; applications encouraged from women, Aboriginal and Torres Strait Islander peoples, and candidates from diverse backgrounds.
• Employee benefits such as retail discounts, annual awards, Regular employee engagement survey and a Reward & Recognition Framework

Diversity Statement 

Within Certis Australia, we believe our strength lies in the diversity of our people. We offer an inclusive culture where you can be your authentic self, contribute your unique perspective and grow with equal opportunities for advancement. Our commitment to a Safer, Smarter and Better workplace ensures every employee is supported, respected and empowered. 

We actively encourage First Nations and Torres Strait Islander peoples, veterans and candidates from diverse backgrounds to apply. 

 Certis Security Australia – Master Licence Details 

Sydney Night Patrol & Inquiry Co Pty Ltd 

• NSW 400674602 

• ACT 17501220 

• QLD 41315 

• WA SA48240 

• NT 345 

• SA ISL 178143 

• TAS 3020 

Certis Security Australia Pty Ltd 

• NSW 405149073 

• ACT 17501742 

• QLD 3158254 

• WA SA 72311 

• SA ISL 235794 

• VIC Z05 798 61S 

• VIC Z05 798 40S 

• NT 1093 

• TAS 458596293