Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

The Datacom Operations team drives key operational efficiencies within specific business units. We are proud of our first class people management and stakeholder engagement capabilities and our constant curiosity and motivation to solve problems enables us to set our sights to achieving new possibilities.

We work at a consistently fast pace, which means we are super nimble and we manage multiple priorities every day with the customer at the centre of everything we do.

The Senior Manager, Service Delivery will be responsible for the end-to-end service delivery of contact centre services within our large scale government operation in North Ryde and Parramatta. This role encompasses the direct support of the Service Delivery Management group and has responsibility for ensuring that Key Performance Indicators (KPIs) are met, as well as meeting the customer’s expectations along with key Datacom performance drivers.
  
About Datacom

With over 6000 people across our global offices, Datacom is one of Australasia’s largest professional IT services companies. Datacom has extensive expertise in the operation of Customer Experience and Contact Centres, data centres, the provision of IT services, software engineering and management, as well as payroll. Founded in 1965, we are local at heart, yet world class in capability. Datacom has a successful trading history of consistent growth, profitability and a track record of delivering innovative, cost effective technology solutions. Datacom is committed to hiring, developing and promoting diverse talent.

About the role

As the Senior Manager, you will be responsible for the following functions:
  • Provide a high level of leadership and direction to our growing team of Customer Service Representatives, Team Leaders and Service Delivery Managers.
  • Coach, mentor and develop the team, and promote awareness of, and ensure strict adherence to, all procedures, policies and guidelines and leverage the team’s capability to provide the support needed.
  • Identify and drive initiatives in line with the strategic direction of the business to deliver efficiency and effectiveness to the agencies that Datacom provides services to.
  • Work within the COPC framework to continuously enhance the operation and initiate and implement operational improvements.
  About you
  • You will have a high level of contact centre experience with a minimum of 2 years in a senior leadership role managing teams of at least 200FTE.
  • Strong knowledge of Contact Centre operations and management principles.
  • A passion for people leadership, driving positive results through collaboration and support.
  • You have a positive, can-do attitude, and confidence to drive results.
  • You are naturally analytically minded.
  • You are curious and always looking to make a difference.
  • An unrelentless customer focus with the ability to design and deploy process that keeps the customer at heart.
  • You thrive in a constantly changing environment and act as a change agent for the business.
  • You will need to be an Australian Citizen with the ability to pass a federal government security clearance. 
The benefits

Datacom Connect offers a complete employee lifecycle: from flexible working arrangements and leadership programs through corporate wellness programs and a passion for the importance of work and life balance. Potential candidates will have the chance for a continuous growth and boundless possibilities.

Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk.

Please send your application to Georgia Browning, Recruitment Manager by clicking APPLY NOW.
  • Newly created role within our growing Contact Centre Operations team
  • A key senior leadership position
  • Based in Sydney working across multiple sites