Vanguard
Are you ready to lead innovation at the heart of workplace technology? As the IT Delivery Manager for our Contact Center team, you’ll drive the design, development, and deployment of solutions that power business operations. You’ll collaborate with business leaders and sponsors to define scope and requirements, acting as the bridge between technical teams and stakeholders to deliver impactful systems and tools.
You’ll mentor a technical support team, championing a culture of excellence and continuous improvement. You’ll oversee the implementation and optimization of contact center technologies—Kore, Eccentex, and Genesys—while spearheading modernization initiatives and ensuring seamless integration of new platforms. Your expertise in vendor management, contract negotiation, managing licenses, and maintaining relationships with third-party partners are essential in this role.
If you thrive on driving change, managing multiple priorities, and delivering results in a fast-paced environment, this is your opportunity to help shape the future of workplace technology in the call center through operational excellence, cross-functional collaboration, and a relentless pursuit of innovation.
Responsibilities
Hires, evaluates, and supervises crew. Provides guidance and training to develop crew. Sets performance standards, reviews performance, and makes compensation decisions in accordance with applicable HR policies.
Delivers software releases for the product across business units. Works with business clients to determine scope and develops environmental requirements for each project.
Collaborates with management to develop staffing and operational plans. Contributes to short- and long-term department goals. Monitors and reports on service delivery metrics and overall performance.
Develops and implements changes to department policies and procedures to meet changing business needs and to achieve department objectives. Identifies opportunities for continuous improvement.
Leads quality initiatives to improve service levels. Works with senior management in planning, development, and execution of short- and long-range goals.
Presents status, metrics, and department initiatives at meetings with management and project peers. Maintains relationships with technical teams, IT, and business partners.
Participates in department budget development. Reviews expenses and ensures the department operates within budgetary guidelines.
Ensures staff complies with information technology and information security policies and procedures, and verifies that deliverables meet requirements.
Participates in special projects and performs other duties as assigned.
Qualifications
Experience with call center technologies (e.g., Genesys, Kore).
Vendor management and contract management experience.
Minimum of eight years related work experience, with at least five years of project management experience.
Undergraduate degree or equivalent combination of training and experience; graduate degree preferred.
Strong background in leading technical teams and collaborating with sourcing/business units.
Excellent communication, problem-solving, and organizational skills.
Proven experience in driving and delivering business outcomes.
Ability to drive change, manage multiple priorities, and deliver results in a dynamic environment.
Special Factors
Sponsorship: Vanguard is not offering visa sponsorship for this position.
About Vanguard At Vanguard, we don't just have a mission—we're on a mission to work for the long-term financial wellbeing of our clients, and to lead through products and services that transform lives. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work Vanguard has implemented a hybrid working model designed to capture the benefits of flexibility while enabling in-person learning, collaboration, and connection. Our mission-driven, collaborative culture supports long-term client outcomes and enriches the employee experience.
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You’ll mentor a technical support team, championing a culture of excellence and continuous improvement. You’ll oversee the implementation and optimization of contact center technologies—Kore, Eccentex, and Genesys—while spearheading modernization initiatives and ensuring seamless integration of new platforms. Your expertise in vendor management, contract negotiation, managing licenses, and maintaining relationships with third-party partners are essential in this role.
If you thrive on driving change, managing multiple priorities, and delivering results in a fast-paced environment, this is your opportunity to help shape the future of workplace technology in the call center through operational excellence, cross-functional collaboration, and a relentless pursuit of innovation.
Responsibilities
Hires, evaluates, and supervises crew. Provides guidance and training to develop crew. Sets performance standards, reviews performance, and makes compensation decisions in accordance with applicable HR policies.
Delivers software releases for the product across business units. Works with business clients to determine scope and develops environmental requirements for each project.
Collaborates with management to develop staffing and operational plans. Contributes to short- and long-term department goals. Monitors and reports on service delivery metrics and overall performance.
Develops and implements changes to department policies and procedures to meet changing business needs and to achieve department objectives. Identifies opportunities for continuous improvement.
Leads quality initiatives to improve service levels. Works with senior management in planning, development, and execution of short- and long-range goals.
Presents status, metrics, and department initiatives at meetings with management and project peers. Maintains relationships with technical teams, IT, and business partners.
Participates in department budget development. Reviews expenses and ensures the department operates within budgetary guidelines.
Ensures staff complies with information technology and information security policies and procedures, and verifies that deliverables meet requirements.
Participates in special projects and performs other duties as assigned.
Qualifications
Experience with call center technologies (e.g., Genesys, Kore).
Vendor management and contract management experience.
Minimum of eight years related work experience, with at least five years of project management experience.
Undergraduate degree or equivalent combination of training and experience; graduate degree preferred.
Strong background in leading technical teams and collaborating with sourcing/business units.
Excellent communication, problem-solving, and organizational skills.
Proven experience in driving and delivering business outcomes.
Ability to drive change, manage multiple priorities, and deliver results in a dynamic environment.
Special Factors
Sponsorship: Vanguard is not offering visa sponsorship for this position.
About Vanguard At Vanguard, we don't just have a mission—we're on a mission to work for the long-term financial wellbeing of our clients, and to lead through products and services that transform lives. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work Vanguard has implemented a hybrid working model designed to capture the benefits of flexibility while enabling in-person learning, collaboration, and connection. Our mission-driven, collaborative culture supports long-term client outcomes and enriches the employee experience.
#J-18808-Ljbffr