As Contact Centre Manager, you are the technical lead for a major federal government account. You will lead a specialized Tier 2/3 engineering team to ensure operational excellence across incident, change, and problem management. Key Parts: Manage specialized engineers to meet strict contractual SLAs. Lead the resolution of major incidents and high-priority stakeholder escalations. Drive resource planning and technical capability uplift within the cohort. Partner with vendors and internal groups to optimize service outcomes. Champion automation and best-practice service management. About You 10 years in ITIL environments with 6 years leading technical teams. Strong background in internetworking, cloud, and contact centre ecosystems. Holding an Australian Citizenship is mandatory; must be able to obtain/maintain an NV1 clearance. Exceptional ability to translate complex engineering into business value for senior executives. Agile, curious, and thrives in high-stakes, high-stability environments. At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.