Summary
The Director Service Delivery is a senior executive responsible for leading large-scale, multi-site contact centre operations in Australia on behalf of clients. This role drives strategic initiatives to enhance client experience and operational efficiency. The director oversees workforce planning, compliance, training, quality and process improvement, ensuring the contact centre delivers exceptional service while aligning with broader business goals.
Description
Lead. Transform. Influence the Future of Customer Experience. At Concentrix, we partner with some of the world’s most recognisable brands to deliver exceptional customer experiences every single day. Now, we’re searching for an inspiring Director of Service Delivery, a leader with vision, grit, and the confidence to shape the future of our Australian operations.
This is a rare opportunity to step into a senior role that combines strategy, transformation, operational delivery, people leadership and commercial influence. If you thrive in complex environments, build strong teams and know how to elevate performance at scale, you’ll feel right at home here.
What the Role Is Really About
This is not a role where you’ll sit on the sidelines. You will be the driving force behind large, multi-site contact centre operations, guiding teams, shaping culture and ensuring our clients experience excellence at every interaction.
Based in either Brisbane or Robina, you’ll lead with impact, transforming how we work, embedding new technologies, strengthening client partnerships, and ensuring that every operational outcome reflects the high standards Concentrix is known for. You are familiar with bringing clarity to ambiguity, confidence to complexity and momentum to transformation.
Where You’ll Create Impact
- Championing Strategy & Transformation, you’ll set the direction for our Australian contact centre portfolio, designing future-focused strategies, embedding omnichannel approaches, and partnering with Technology to bring automation, AI and digital capability to life.
- Running High-Performing Operations, you will lead multi-site operations, ensuring we consistently deliver exceptional results across client scorecards and operational KPIs. You’ll shape workforce planning, strengthen real-time delivery, and optimise budgets across a large-scale, dynamic environment.
- Building & Developing Exceptional Teams, your leadership will influence hundreds of people. You’ll inspire senior managers, support team leaders to grow, empower frontline teams, and create a culture where people are accountable, engaged, and proud of what they deliver. Succession planning and capability-building will be central to your success.
- Influencing Commercial Outcomes, you’ll bring valuable operational insight into commercial conversations, supporting contract reviews, service renewals, solution design and negotiations. Ensuring what we promise aligns with what we deliver will be key.
- Strengthening Trusted Client Partnerships, you’ll be the face of operational excellence, building strong relationships with senior stakeholders, navigating escalations with confidence, and guiding clients through continuous improvement that adds genuine value.
What You Bring
- A background leading large, complex contact centre operations across multiple industries (both commercial and government).
- At least five years in a senior leadership role driving transformation, performance uplift, and cultural change.
- Strong commercial judgement, with deep experience in budgeting, forecasting, and cost optimisation.
- Exceptional communication and stakeholder management skills, including experience presenting to executive groups.
- The resilience, composure, and agility to perform at your best in fast-paced, high-pressure environments.
Why Join Concentrix?
Because here, you’ll have the platform to influence at scale. You’ll shape how thousands of customer interactions happen every day. You’ll work with passionate leaders who want to innovate, grow, and push boundaries and you’ll be part of a global organisation that’s transforming customer experience around the world. If you’re ready to take the lead and redefine what excellent service delivery looks like, we’d love to meet you. Apply today and take your next step with Concentrix.
