Manager Contact Centre Management Green Light are looking for a Manager Contact Centre Management for a large enterprise client based in Sydney. This role will be based within our Client Delivery Team in Sydney. The Manager – Contact Centre Management will be servicing a government agency for delivery of high-quality Contact Centre managed services. Working across Incident Management, Problem Management, Change Delivery and Continuous Service Improvement. As the team leader you will oversee all complex escalations, lead service outcomes, uplift capability and lead a high performing team that delivers customer satisfaction and technical excellence. Role & Responsibilities: Lead and manage the TAC team to deliver effective incident resolution, problem management, and implementation of simple and complex changes. Drive operational performance, ensuring service levels, contractual deliverables, and customer expectations are consistently met or exceeded. Manage major incidents, high‑priority escalations, and engagement with senior stakeholders across Optus and our government client 10 years’ experience as a technical specialist or engineer within an ITIL‑aligned environment, plus 6 years leading large technical teams. Strong understanding of ITIL processes (incident, problem, change) and proven ability to lead service operations in complex environments. Commercial acumen with experience aligning operational outcomes to business and customer objectives. Must have Baseline level Security Clearance, or be an Australian Citizen so you can obtain. Please reach out to Tegan O’Keeffe on tegano@greenlightworldwide.com with any questions. (Please apply via SEEK rather than direct email.) We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to peopleandculture@greenlightworldwide.com or call 61 9247 3799.
