Implementation Lead, Complaints Platform

The University Of Sydney; Sydney; On-site; AUD 138,000 - 187,000; Full time

Job summary

The University of Sydney is seeking an Implementation Lead for the Complaints Technology Solution to drive delivery of the new enterprise platform. You will coordinate across business, technology and operations, translating strategic objectives into practical processes, governance and implementation outcomes.

Two full-time, fixed-term roles exist until 31 December 2027. You will work with vendors, ICT teams and stakeholders to ensure successful adoption and change readiness within a major

Qualifications

• Experience in complaints management or similar operational environments.
• Ability to coordinate complex initiatives across multiple stakeholder groups.
• Experience in higher education or governance-focused environments is valued.
• Strong process analysis and process design capability.
• Excellent stakeholder engagement and influencing without authority.
• Agile, solutions-focused mindset in ambiguous environments.

Responsibilities

• Coordinate implementation activities across business, technology and operational workstreams to support the successful delivery of the enterprise complaints management solution.
• Partner with stakeholders and subject matter experts to design, document and improve complaint management processes and workflows.
• Act as a key point of contact between project teams, ICT, vendors and business units, facilitating collaboration and issue resolution.
• Support governance, compliance, documentation, reporting, data validation and risk management activities throughout implementation.
• Develop and manage workstream-level implementation plans, priorities and deliverables, ensuring alignment with broader project objectives.
• Contribute to change readiness activities, including stakeholder engagement, testing, training support and adoption planning.

Skills

Stakeholder engagement

Process design

Agile mindset

Cross-functional coordination

Documentation & governance

Job description

The University of Sydney is seeking an Implementation Lead for the Complaints Technology Solution to drive delivery of the new enterprise platform. You will coordinate across business, technology and operations, translating strategic objectives into practical processes, governance and implementation outcomes.

Two full-time, fixed-term roles exist until 31 December 2027. You will work with vendors, ICT teams and stakeholders to ensure successful adoption and change readiness within a major