Director, Managed Contact Centre Services

4 days ago

North Sydney Council, Australia Peoplebank 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 #268141

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.

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