Director, Managed Contact Centre Services

2 hours ago

North Ryde, New South Wales, Australia Peoplebank Australia NSW Full time $120,000 - $180,000 per year

Peoplebank is partnering with a leading enterprise organisation to recruit an accomplished senior leader for the role of Director, Managed Contact Centre Services. This is a pivotal executive-level position responsible for the strategy, transformation, and operational delivery of managed contact centre services across commercial and government clients.

The Opportunity

The Director will own the end-to-end strategy and lifecycle of managed Contact Centre Services, ensuring service differentiation in a competitive market. Leading a global team of around 40 specialists, this position will oversee 24/7 operations across Australia, India, Malaysia, and the Philippines, driving customer experience, technical excellence, and commercial outcomes.

This role has accountability for leading specialised technical support functions that serve both commercial and government clients, managing vendor performance, product strategy, and continuous transformation through automation, AI, and digital innovation. Engagement at executive level with enterprise and government customers is a key component of this position.

Key Responsibilities

• Define and execute strategy for managed Contact Centre Services across enterprise and government markets

• Lead global operations supporting a large customer base and tens of thousands of contact centre agents on industry-leading platforms

• Drive transformation programs including automation, AI, cost optimisation and service innovation

• Act as final authority for service capability, product strategy sign-off, and complex customer escalations

• Build trusted relationships with senior executives across private and government sectors

• Ensure compliance with industry frameworks including ITIL, ISO 20000, ISO 27000 and other relevant standards

• Manage global workforce, operational budgets, and vendor partnerships to achieve service excellence

About You

• 15+ years' experience in ICT/Telco enterprise service delivery and managed services

• Proven leadership of large, global 24 x 7 operational teams and complex vendor ecosystems

• Demonstrated success in transformation initiatives, cost optimisation and service improvement

• Strong commercial acumen with experience managing large cost centres and contractual obligations

• Exceptional stakeholder management skills, with the ability to influence C-suite and senior government executives

• Strong people leader with the ability to mentor, develop, and inspire a global technical team

• Solid understanding of contact centre technology platforms, particularly NICE and Cisco solutions, with the ability to apply this knowledge strategically

• Relevant tertiary qualifications in IT, Engineering or Business; MBA desirable

This role offers the opportunity to lead a critical function within a major enterprise provider, with the scope to shape strategy, deliver innovation, and drive measurable impact across industries and government.

For a confidential discussion, please contact Nic Gulliver on , or click 'Apply Now' and quote reference #

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we're here to support you.

  • Contact Centre Engineer

    3 hours ago

    North Ryde, New South Wales, Australia Peoplebank Full time $60,000 - $120,000 per year

    Our client is seekingContact Center Engineerto join one of the largest and most high-profile Federal Government Contact Center operations in the country. If you're passionate about delivering outstanding service, excel in a NOC-style environment, and enjoy working with cutting-edge technology, this is an exciting opportunity to make an impact at scale.Skills...

  • Centre Manager

    1 week ago

    North Ryde, New South Wales, Australia Macquarie University Full time $117,432 - $135,000 per year

    PRIMARY DETAILFull-time, Continuing roleSalary Package: From $117,432 – $135,000 per annum + superLead with heart as Centre Manager at Gumnut Cottage Child Care Center — fostering a positive and nurturing environment where educators are inspired to create a place where children, families, and staff can thriveThe RoleWe're looking for an experienced and...

  • Early Learning Centre Manager

    1 week ago

    North Ryde, New South Wales, Australia U@MQ Full time $117,432 - $135,000 per year

    Full-time, Continuing roleSalary Package: From $117,432 - $135,000 per annum + superLead with heart as Centre Manager at Gumnut Cottage Child Care Center - fostering a positive and nurturing environment where educators are inspired to create a place where children, families, and staff can thriveThe RoleWe're looking for an experienced and inspiring leader to...

  • IELTS Services and Test Centre Administrator

    6 days ago

    North Ryde, New South Wales, Australia Macquarie University Full time $86,000 - $120,000 per year

    PRIMARY DETAILThis is an exciting opportunity for an enthusiastic, proactive administrator with strong attention to detail and excellent organisational abilities to join our dynamic team in a collaborative, fast-paced, on-campus environment Salary Package: From $86,087 per annum (HEW 5) plus 17% employer's superannuation contribution and annual leave...

  • Compliance and Legal Director

    4 days ago

    North Ryde, New South Wales, Australia Lundbeck Full time $120,000 - $180,000 per year

    Lundbeck Australia is currenting recruiting for a qualified Compliance and Legal Director to join our team.The role reports to the Managing Director and ultimately supports the Managing Director and the Leadership Team in ensuring a culture of high integrity, the compliance policies and rules and regulations and the development of the organisation's...

  • Commercial & Contracts Manager

    4 days ago

    North Ryde, New South Wales, Australia Macquarie University Full time $120,000 - $180,000 per year

    Lead and manage a multi-venue property management functionFull-Time, continuing position; package Circa $180K negotiableMacquarie University - Wallumattagal Campus, North RydeMacquarie University is seeking an experienced and strategic Commercial and Contracts Manager to join our Property Division within the University's Finance and Resources Portfolio. This...

  • Data Centre Technician

    2 weeks ago

    North Ryde, New South Wales, Australia Oracle Full time $80,000 - $120,000 per year

    DescriptionAre you an experienced Data Centre Technician with a background in racking & stacking to deployment & decommissioning – and everything in between? Interested in new challenges and being part of a team working on critical projects? Then we'd like to talk to youAs an Oracle Data Centre Technician you will be the technical liaison between the...

  • Associate Director, Finance

    4 days ago

    North Ryde, New South Wales, Australia BD Full time $180,000 - $250,000 per year

    Job Description SummaryDue to an internal promotion, we have an opportunity for an Associate Director, Finance to take ownership of the finance control function across ANZ.Job DescriptionWe are the makers of possibleBD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat....

  • Centre Manager

    1 hour ago

    North Strathfield, New South Wales, Australia 21512d8d-4dab-4a9c-b2a1-c3275e0a1849 Full time $80,000 - $120,000 per year

    Centre Manager – Inner WestJoin Integricare: Curiosity  Lives HereAt Integricare, we nurture curiosity, confidence and faith in a warm, Christian community. Every child is seen, heard and encouraged to explore the world through play, learning and imagination.The OpportunityWe are looking for an exceptional & highly experienced full-time Centre Manager to...

  • Manager, Data Center Services Support

    6 days ago

    North Ryde, New South Wales, Australia Oracle Full time $80,000 - $120,000 per year

    DescriptionWe are seeking a motivated individual with prior management experience and a strong understanding of the data centre environment. In this role, you'll be responsible for efficiently managing resources to support operational objectives, ensuring continuous operations, and delivering outstanding support and service to our cloud customers. You'll...