DeliveryManager

**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‑enabl