We are seeking an experienced Manager to lead a high-performing Technical Assistance Centre (TAC) team within a large, complex managed services environment.
* Permanent role
* Sydney or Melbourne location
* Hybrid work - 3 days in the office
This is a senior leadership opportunity for someone passionate about operational excellence, service improvement, and leading teams through critical incident management, change delivery, and stakeholder engagement.
The Role:
As the technical operations leader, you will be responsible for delivering high-quality contact centre managed services, ensuring service levels are achieved and continuous improvement is embedded across the function.
Key responsibilities include:
* Leading a TAC team to deliver incident resolution, problem management, and change implementation
* Driving operational performance against service levels, contractual outcomes, and customer expectations
* Managing major incidents and high-priority escalations through to resolution
* Overseeing resource planning, staff performance, capability uplift, and development initiatives
* Collaborating with internal teams, vendors, and partners to ensure end-to-end service delivery
* Championing continual improvement through automation, innovation, and process optimisation
About You:
To succeed in this role, you will bring:
* 10+ years' experience in technical operations within an ITIL-aligned environment
* 6+ years' experience leading large technical or service delivery teams
* Strong understanding of ITIL processes (Incident, Problem, Change Management)
* Proven ability to lead service operations in complex, high-stakes environments
* Excellent communication and stakeholder management skills, including escalation handling
* Strong technical knowledge across networking, cloud, collaboration, and contact centre technologies
* Ability to manage competing priorities while maintaining service quality
* Commercial acumen and experience aligning service outcomes to business objectives
* Desirable: Ability to obtain relevant security clearance
Why Apply? This is an opportunity to step into a key leadership role where you can influence service strategy, uplift operational capability, and drive meaningful improvements across a critical managed services function. This company offers great perks - do not hesitate to apply!
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.