Delivery Manager - Contact Center Technology

About Vanguard 

More than 50 years ago, John C. Bogle had a vision of starting an investment company that did things differently. A company with no external shareholders—where all profits are reinvested back into the business to lower costs and improve outcomes for clients. 

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors globally. For over 30 years, Vanguard Australia has supported individual investors, financial advisers, and superannuation members in achieving their long‑term financial goals. 

Our Team & Opportunity 

The Contact Center Technology team designs, delivers, and supports the platforms that enable client and adviser servicing across Vanguard Australia. These platforms underpin contact‑centre operations across multiple service channels, service workflows, integrations, and AI‑assisted capabilities - enabling consistent, secure, and high‑quality service experiences at scale. 

Vanguard Australia is currently entering a contact‑centre transformation phase, focused on expanding service channels and evolving toward a more integrated omnichannel experience, while embedding AI‑assisted capabilities to enhance client experience and improve agent efficiency. 

As Delivery Manager – Contact Center Technology, you will play a critical role in this transformation. You will be responsible for the end‑to‑end delivery and operational success of contact‑centre and servicing technology, ensuring new channels and capabilities are delivered safely, integrated seamlessly, and operated reliably. 

This role works closely with cross‑functional teams, including Engineering, Tech Leads, Architecture, Business Leaders, and delivery partners, to balance operational stability with platform evolution in a highly regulated, client‑centric environment. 

Core Responsibilities 

• Play a key delivery role in the contact‑centre transformation roadmap, supporting the rollout of new servicing channels and AI‑enabled capabilities. 

• Partner with service and operations leaders to ensure technology delivery directly supports client experience uplift and agent productivity improvements. 

• Own delivery outcomes across Contact Center Technology, ensuring initiatives are planned, prioritised, and executed in line with enterprise strategy, business priorities, and technology OKRs. 

• Translate business priorities into clear delivery roadmaps and actionable delivery plans, managing scope, dependencies, risks, and capacity across multiple initiatives. 

• Lead delivery across contact center platforms including Dynamics 365, the expansion of service channels, evolving omnichannel routing and orchestration, platform integrations and supporting services. 

• Partner with architects and Tech Leads to ensure delivery aligns with agreed technical direction, platform roadmaps, and architectural guardrails. 

• Drive delivery excellence using Agile and Lean practices, improving flow, predictability, and transparency across contact center technology work. 

• Ensure production readiness is embedded into delivery, including release management, support models, change management, and operational handover. 

• Act as a trusted delivery partner to business stakeholders, providing transparency on progress, trade‑offs, risks, and dependencies. 

• Lead delivery through onshore and offshore engineering teams, providing clear direction, priorities, and expectations to ensure consistent, high‑quality outcomes. 

What We’re Looking For 

• Proven experience delivering technology solutions that support contact‑centre or customer‑service operations across multiple service channels, in environments with high availability and regulatory requirements.  

• Strong understanding of modern contact‑centre technology, including CRM platforms (Dynamics 365 preferred), routing and orchestration capabilities evolving toward omnichannel models, and platform integrations. 

• Demonstrated ability to balance operational stability with incremental modernization and continuous improvement. 

• Strong stakeholder management skills, with the ability to align service leaders, engineers, architects, and platform teams around shared outcomes and clear priorities. 

• Experience leading onshore and offshore engineering teams and vendors in complex, regulated environments. 

• A continuous improvement mindset, with a focus on improving service outcomes, reliability, and delivery efficiency. 

Nice to Have 

• Working knowledge of Dynamics 365 Customer Service, workflows, and omnichannel features. 

• Experience delivering contact center integrations (telephony, digital channels, routing, workforce tooling). 

• Exposure to contact‑centre transformation initiatives, including the rollout of new service channels or the evolution toward more integrated omnichannel capabilities. 

• Exposure to AI‑assisted contact center capabilities, such as agent assist, knowledge surfacing, or service automation. 

• Familiarity with cloud‑based service platforms and integration patterns (APIs, event‑driven architectures). 

How We Work 

Vanguard operates a hybrid working model designed to balance flexibility with meaningful in‑person collaboration. Our culture is highly collaborative, inclusive, and purpose‑driven, with a shared commitment to doing the right thing for our clients, crew, and communities.