A leading enterprise technology organisation is seeking an experienced Director, Contact Centre Services to lead the strategy, transformation and operational delivery of a large-scale managed contact centre function supporting major enterprise and government clients.
* Permanent role
* Sydney or Melbourne location
* Hybrid work - 3 days in the office
The Opportunity:
You will work closely with executive stakeholders, sales teams, product leaders and strategic technology partners to position the organisation as a trusted industry leader in Contact Centre Managed Services. This is a senior leadership opportunity to drive service excellence, innovation, automation and customer advocacy across a complex, multi-vendor contact centre environment.Reporting into senior Managed Services leadership, you will take ownership of end-to-end contact centre managed service operations, product lifecycle strategy, and customer experience outcomes.
This role leads a global workforce of approximately 40 technical specialists across Australia and offshore delivery locations, providing 24/7 operational support across a broad contact centre technology landscape.
Key Responsibilities
* Lead the strategic planning and transformation of contact centre managed services operations
* Drive service differentiation through automation, AI adoption, and continuous improvement initiatives
* Provide executive-level oversight of service performance, SLA delivery, and customer escalation management
* Partner with sales and customer executives to support growth, retention and pre-sales solutioning
* Oversee vendor and partner relationships across multi-vendor contact centre platforms
* Ensure operational excellence across cloud and on-prem contact centre solutions
* Manage financial performance, cost optimisation, margin improvement and workforce planning
* Maintain compliance with ITIL/ISO standards, security frameworks and governance requirements
* Build a high-performing culture through coaching, leadership development and succession planning
About You:
To succeed in this role, you will bring:
* Extensive experience in enterprise service delivery and managed services environments
* Strong background in contact centre technologies and multi-vendor operational support
* Proven leadership of large global 24/7 technical operations teams
* Demonstrated ability to drive transformation, automation and service optimisation
* Exceptional stakeholder engagement skills, including C-suite customer management
* Strong commercial acumen with experience managing budgets, contracts and cost centres
* Deep understanding of ITIL-based service management and operational governance
Qualifications & Experience
* Bachelor’s degree in IT, Engineering or a related discipline (MBA or postgraduate study desirable)
* Minimum 15 years in ICT/Telco industries within enterprise service delivery
* Significant experience leading managed services transformation and operational excellence
Why Apply?
This is a rare opportunity to lead a highly strategic contact centre services function at scale, influencing enterprise product direction, customer outcomes, and the future of managed service delivery through innovation and automation.
Diversity, Equity & Inclusion at HudsonHudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.
Casual Loading Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.