Director, Managed Contact Centre Services

2 weeks ago

North Sydney Council, Australia Peoplebank Full time $120,000 - $200,000 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

  • Contact Centre Consultant

    2 weeks ago

    North Sydney, Australia WEG provides global solutions Full time

    **About the role** **Duties** - Provide information and feedback on customer trends and business processes to assist the Contact Centre Supervisor to evaluate and improve services and procedures - Provide information as required on call volumes and requested information for daily, weekly & monthly call centre reporting - Provide administration support to...

  • Contact Centre Leader

    3 days ago

    Sydney, New South Wales, Australia Deloitte Services Pty Ltd Full time $120,000 - $180,000 per year

    Job Requisition ID: 38959 About our teamOur Contact Centre Transformation market offering enables clients to solve real business problems by helping them envision their future, formulate strategy and implement modern customer service solutions to deliver real business benefit. From strategy through to implementation, we help our clients solve complex...

  • Contact Centre Manager

    3 days ago

    Sydney, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time, Permanent Part time **Location**: Aust - NSW Metro - **Enhance your experience in leading, coaching and developing a team**: - **Role model excellency, passion and drive on a day to day basis**: - **Ensure you are putting the customer and our people at the heart of everything you do** Our vision is to be Australia's...

  • Contact Centre Agent

    2 weeks ago

    North Sydney, Australia McCorkell Group Pty. Ltd. Full time

    **Contact Centre Agent Casual (Up to 45 Hours/Week) | North Sydney** We are looking for a **dedicated and customer-focused Customer Service Representative** to join our team in **North Sydney**. This role starts as **casual employment (up to 45 hours per week)** with the **potential to transition into a full-time position** based on performance and business...

  • Assistant Director

    6 days ago

    North Sydney Council, Australia Goodstart Early Learning Full time

    Location: North Sydney – Postcode 2060 – NSW Centre: Goodstart North Sydney – West Street Employment Type: Full-time: 12 Month Maternity Cover Contract Pay: $42.91 to $44.42 per hour plus Super - Use your experience in early learning and work alongside our Centre Director to support our centre and team - Competitive pay at least 7% above award + a...

  • Contact Centre Manager

    3 days ago

    Sydney, Australia Greenpeace Australia Pacific Full time

    Contact Centre Manager - facebook- Twitter- GREENPEACE Get ready to join the fight for a greener, more peaceful world with Greenpeace Australia Pacific (GPAP)! As an independent campaigning organisation, we creatively and peacefully shine a light on the urgent environmental challenges facing our planet. We don’t shy away from the tough issues, exposing...

  • Contact Centre Agent

    3 days ago

    North Sydney NSW, Australia McCorkell Group Full time $65,520 per year

    Urgent Hire: Contact Centre AgentsWe are looking for a couple of contact centre agents to join our team in North Sydney. This is an urgent hire and we need people who can start as soon as this week.You will be working on an event registration campaign, speaking with business professionals over the phone. If you perform well, there may be opportunities to...

  • Contact Centre Manager

    2 weeks ago

    Sydney Central Business District, Australia HAYS Full time

    Contact Centre Manager role for one of Australia's beloved Banks. CBD location, 85k to 100k + Super + Bonus! YOUR NEW COMPANY One of Australia’s beloved Banks that were established in 1959 and with over 56,000 members they are an organisation supported by a dedicated group of hard-working professionals. By looking at their service, products, and digital...

  • Customer Service

    7 days ago

    Sydney, Australia Westpac Banking Corporation Full time

    Customer Service - Contact Centre - Entry level opportunity for committed customer service super stars seeking a long-term career in financial services - Full time paid training provided - Permanent role based in the CBD **How will I help?** As a Customer Relations Consultant within BT, you will thrive on being able to assist a diverse range of customers...

  • Director - Service Centre Capital Works

    7 days ago

    Sydney, Australia UM for DHS Full time

    The Face-to-Face Property Implementation Branch forms part of Face-to-Face Transformation Division and has responsibility for transforming the Agency’s face-to-face network of service centres. The Director in the Service Centre Capital Works team oversees agency’s face to face property capital works program. They provide high-level expertise, strategic...