Director, Managed Contact Centre Services

Director, Managed Contact Centre Services Peoplebank is partnering with a leading enterprise organisation to recruit an accomplished senior technical contact centre leader for the role of Director, Managed Contact Centre Services. This is a pivotal executive level position suited to a leader who has built their career from a deep Contact Centre Technical Specialist foundation, progressed into Contact Centre Management, and now operates at Director level within large enterprise environments. The Opportunity The Director will own the end‑to‑end strategy and lifecycle of managed Contact Centre Services, ensuring service differentiation in a highly competitive market. Leading a global team of approximately 40 specialists, this position oversees 24×7 operations across Australia, India, Malaysia and the Philippines, driving customer experience excellence, technical leadership, and commercial outcomes. This role has accountability for leading specialised technical support and managed services functions that underpin large‑scale Contact Centre environments for both enterprise and government customers. The Director will manage complex vendor ecosystems, shape product and service strategy, and lead ongoing transformation initiatives across automation, AI, and digital innovation. A key aspect of the role is trusted executive engagement with senior stakeholders across enterprise and government, drawing on deep domain expertise in Contact Centre technology and operations to influence outcomes and resolve complex service challenges. Key Responsibilities - Define and execute the strategy for managed Contact Centre Services across enterprise and government markets - Lead global 24×7 operations supporting large‑scale Contact Centre environments and tens of thousands of contact centre agents - Drive transformation programs including automation, AI enablement, cost optimisation and service innovation - Act as the final authority for service capability design, product strategy approval and complex customer escalations - Build and maintain trusted relationships with senior executives across commercial and government organisations - Ensure compliance with relevant industry frameworks including ITIL, ISO 20000, ISO 27000 and related standards - Manage global workforce planning, operational budgets and strategic vendor partnerships to deliver service excellence About You - 15+ years’ experience within ICT or Telco enterprise service delivery and managed services environments - A career background that began in a Contact Centre Technical Specialist or Engineer role, before progressing into Contact Centre Manager and Director‑level leadership positions - Proven experience leading large, global 24×7 operational teams and complex multi‑vendor ecosystems - Demonstrated success delivering transformation initiatives, continuous service improvement and cost optimisation at scale - Strong commercial acumen, including ownership of large cost centres and complex contractual obligations - Exceptional stakeholder management skills with the ability to influence C‑suite leaders and senior government executives - A strong people leader with the capability to mentor, develop and inspire high‑performing global technical teams - Deep technical understanding of Cloud Contact Centre platforms such as NICE, Genesys and Cisco, with the ability to apply this expertise strategically rather than operationally - Experience in large enterprise environments, ideally within Banking and Financial Services or Federal Government sectors - Relevant tertiary qualifications in IT, Engineering or Business, with an MBA desirable This role offers a rare opportunity for a technically grounded Contact Centre leader to operate at Director level, shaping strategy, driving innovation, and delivering measurable impact across enterprise and government environments. For a confidential discussion, please contact Nic Gulliver on nic.gulliver@peoplebank.com.au, or click ‘Apply Now’ and quote reference #268141. Peoplebank & Leaders IT 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. #J-18808-Ljbffr