General Manager, Service Delivery

Located in brand new offices in Adelaide, Fast paced, rapidly growing company, A rewarding career opportunity for a Senior Contact Centre leader.

Our Purpose

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.

About the role

An exciting opportunity has become available for a General Manager to lead our brand new and rapidly growing operation in Adelaide. In this role, you will be responsible for end-to-end service delivery of contact centre services for our clients.  This role encompasses the direct support of the Service Delivery Management group and has the responsibility of ensuring Datacom Connect meet our customer’s expectations along with driving optimum contact centre performance.

Building a strong and enduring client relationship will be a key strategic direction for the account and this role, with the opportunity to create a trusted client/vendor engagement experience from day 1. This business unit will be built on driving key operational efficiencies, first class people management & stakeholder engagement and a motivation for curiosity, and enabling the conditions to achieve what’s possible.

What you'll do

  • Providing leadership, direction and support to the operation
  • Providing supervision and leadership to other Managers as relevant; and/or providing senior leadership to a significant functional area
  • Ensuring Service Levels and contractual KPIs are achieved, initiating operational improvement
  • Building and maintaining Client engagement, ensuring an efficient business to maximize customer satisfaction
  • Ensuring processes and procedures are in compliance with our standards (ISO, COPC)
  • Responsible for the operational P&L

What you'll bring

  • Significant experience in leading large contact centre operations
  • Previous client and stakeholder management experience
  • Strong verbal and numerical skills (complex calculations, data analysis and reconciliation, numerical and verbal logical reasoning)
  • Change Management expertise
  • Strong Financial Management experience
  • Experience in people management, individual and team goal setting and achievement
  • Experience working within an outsourcing environment or managing an outsourcing partner is highly desirable
  • Australian Citizenship and the ability to pass a Federal Government security clearance is essential

This role will be a key stakeholder in our Adelaide location, and will assume key location responsibilities as well as business unit ownership.

Datacom offers a complete employee lifecycle: from flexible working arrangements and leadership programs through to corporate wellness programs and a passion for the importance of work & life balance.
For this role, we are offering a generous salary package and a relocation payment, if required.

About Datacom

With over 6,000 people across our global offices, Datacom is one of Australasia’s largest professional IT services companies. Datacom has extensive expertise in the operation of data centres, the provision of IT services, software engineering and management, as well as payroll and customer service design and operations. 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. 

At Datacom Connect, we know how to recognise the work you do and offer inspiring leadership programs and development opportunities. We also offer flexible working arrangements, a corporate wellness program and provide you with the technology to enable you to work efficiently.
Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk.

16/06/2020 $0 Adelaide 1 CEO & General Management
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