Manager, Contact Centre Technology Operations At IAG,we’reready for you.
We'rethe largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting theirambitionsand making insurance accessible. In this role you will build an observable, automated and continually improving service, not just keep one running. You will be accountable for the performance, reliability, cost and continuous improvement of IAG’s Contact Centre Technology portfolio across Australia and New Zealand: the platforms through which our customers reach us and our colleagues serve them. You will lead a team of engineers who run the operational services behind voice, digital, workforce optimisation, quality management, call recording, analytics, AI and telephony (NICE CXone, the remaining Cisco estate and the wider stack), keeping them secure, resilient, scalable and cost-effective. You will work with the Delivery Manager so new capability lands in production ready to run. The team acts quickly, works across boundaries and changes its mind when someone has a better idea. This is a full time permanent opportunity based in Gadigal Country (Sydney) or Naarm (Melbourne)

What You'll Do
Technology Operations
- Own the day-to-day operation of the contact centre platforms: (NICE CXone, Cisco (routing, IVR, telephony, integrations), call recording, workforce optimisation, quality management, analytics and AI-enabled services) keeping them stable, secure, performant and available
- Run incident, problem, change, configuration, capacity and availability management to a high standard, with strong controls and actions tracked to completion
- Lead major incident response for business-critical outages:



fast restoration, clear communication, rigorous root-cause follow-through
- Own technology lifecycle across the estate and, with the Delivery Manager, work with the Delivery Manager from design, so new capabilities land in production ready to run, in line with architecture, security, resilience and CPS 230 requirements. Service Reliability & Operational Excellence
- Set, meet and transparently report the service levels Retail and Intermediated operations depend on
- Run service reviews to lift performance, reset service level targets and reduce the risk of business impact
- Benchmark service levels, capability and pricing against industry, anticipate business needs, and match resourcing to intended service levels. Stakeholder Engagement & Ecosystem Management
- Build strong relationships across business operations, technology, delivery, vendors and support partners
- Give executives explicit visibility of operational performance, service health, incidents and risks
- Act as the primary escalation point for complex operational issues and critical decisions
- Manage strategic vendors and third-party providers (governance, commercial oversight, performance and contract optimisation) holding them to their SLAs within IAG’s operational control framework, reflecting our increasing reliance on partners for seamless run and reporting. Intelligent Operations & Continuous Improvement




- Drive the shift to intelligent operations: data-driven, observable, self-healing, AIOps-enabled: as a first-order accountability
- Use telemetry, observability and AIOps tooling (e.g. ServiceNow, New Relic, Splunk, Cyara) to shift-left support effort, reduce toil and cut mean-time-to-detect and mean-time-to-restore
- Deploy proactive monitoring and self-healing, automating operational controls and removing manual handoffs
- Lead root-cause investigations and post-incident reviews so repeat failures are eliminated, and continuously improve operational processes, tooling, governance and risk management.
- Own the operational (run) budget, forecasts and financial performance, delivering to portfolio financial targets
- Drive cost optimisation across licensing, support, vendor services and run effort, balancing cost with service quality and customer experience
- Negotiate with vendors and third parties alongside IAG legal and commerce teams, and support business cases where investment is needed for resilience, performance or cost. Leadership
- Lead, coach and develop a team of engineers, building a culture of accountability, innovation, service excellence and continuous learning, and fix causes permanently
- Demonstrate the IAG purpose and behaviours, and require the same of staff and partners
- Communicate clearly in writing, in person and to an audience; influence without direct authority using data and sound reasoning
- Keep the team focused, safe and well through incidents and pressure, with sustainable on-call and escalation practices
- People authority: 5 to 10 direct reports, augmented by managed-service and vendor operations partners What you’ll bring Skills Knowledge & Experience
- Minimum 10 years’ exper

📌 Manager, Contact Centre Technology Operations (Melbourne)
🏢 Iag
📍 Melbourne