Director - Contact Centre Services

Due to security requirements, applicants with full Australian Citizenship will be considered for this role. 

At Optus, we power connection for millions of Australians — and for some of the country’s largest organisations, that connection depends on world-class contact centre technology.

Our Enterprise & Business division delivers ICT contact centre technology managed services to many of Australia’s largest companies, in complex multi-vendor environments — including Federal Government.

As our Director, Contact Centre Services, you’ll lead the strategy and end-to-end performance of our managed services portfolio — shaping the roadmap, lifting customer outcomes, and embedding operational excellence across a 24x7 operation.

This is a senior leadership role for someone who can build trusted executive relationships, inspire high-performing technical teams, and continuously improve service delivery to differentiate Optus in the market.

What You’ll Do

• Own senior customer relationships and executive engagement across the Enterprise contact centre ICT managed services portfolio.
• Lead a 24x7 service operation, managing a team of ~50 contact centre technology specialists and SMEs to deliver consistent, high-quality outcomes.
• Oversee support for all Enterprise & Business contact centre technology managed services clients (including Federal Government) across complex multi-vendor environments.
• Ensure contract delivery, SLA compliance, and governance — proactively managing risk, performance, and customer expectations.
• Embed industry-standard service management practices and drive automation, efficiency, and continuous improvement across contact centre solutions.
• Partner with stakeholders to differentiate our services and support growth through innovation, uplifted customer experience, and new service offerings.

What You Bring

• Demonstrated leadership of 24x7 service operations, driving performance, efficiency, and consistent customer outcomes.
• Proven ability to build trusted relationships with senior customers and stakeholders, with calm, decisive problem-solving in complex, high-pressure environments.
• Significant people leadership experience (ideally 15+ years) within contact centre technologies and/or ICT managed services in an enterprise service delivery context.
• Strong capability in contract and SLA delivery, including governance, risk management, and objective management of customer expectations.
• Experience delivering services in complex multi-vendor environments; exposure to Government or other highly regulated customers is highly regarded.
• Working knowledge of service management best practice (e.g., ITIL) and a track record of driving automation, standardisation, and continuous improvement.
• Strategic and commercially minded leader who can translate customer needs into a service roadmap, differentiated offerings, and measurable improvements in customer experience.

The good stuff….

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity