Implementation Lead - Complaints Technology Solution

The University Of Sydney; New South Wales; 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

Job Description

Implementation Lead - Complaints Technology Solution

2 x Full time, fixed term opportunities until 31 December 2027

Help Shape the Future of Complaints Management at the University

• 2 x Full time, fixed term opportunities until 31 December 2027
• Help Shape the Future of Complaints Management at the University

HE0 10: $162,528 plus 17% Superannuation

About the opportunity

The Implementation Lead - Complaints Technology Solution plays a pivotal role in the delivery of the University's new enterprise complaints management platform. Acting as a key link between project teams, business stakeholders and technical specialists, you will help translate strategic objectives into practical processes, workflows and operational outcomes.

While the role sits within a major transformation program, it is distinct from a traditional Project Manager or Change Manager position. Instead, you'll work across multiple project and operational workstreams, connecting stakeholders, subject matter experts and technical teams to help translate strategic objectives into practical processes, documentation, governance and implementation outcomes.

Working closely with vendors, Digital Sydney, ICT teams and business stakeholders, you'll coordinate implementation activities across multiple workstreams, support stakeholder engagement, facilitate process design, validate data and documentation, and help prepare the University for successful adoption of the new solution.

Key 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.

About you

We're seeking adaptable and collaborative professionals who enjoy bringing people, processes and technology together to deliver outcomes. You'll be comfortable navigating ambiguity, building relationships across diverse stakeholder groups and working in environments undergoing significant change.

• Experience working within complaints management, case management, student conduct, workplace relations, investigations, research integrity, regulatory compliance or similar operational environments.
• Demonstrated ability to coordinate complex initiatives across multiple stakeholder groups in a large or highly regulated organisation.
• Experience in higher education, student services, workplace relations, research integrity, misconduct, internal audit or similar governance-focused environments will be highly regarded.
• Strong process analysis and process design capability, with experience documenting workflows and identifying improvement opportunities.
• Excellent stakeholder engagement skills, with the ability to build trusted relationships and influence outcomes without direct authority.
• An agile and solutions-focused mindset, with the ability to adapt to changing priorities and operate effectively in ambiguous environments.

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks

Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion.

Applications Close

Sunday 13 September 2026 11:59 PM