Implementation Lead - Complaints Technology Solution

University of Sydney; Sydney; On-site; AUD 120,000 - 140,000; Full time

Job summary

The University of Sydney invites applications for two full-time fixed-term roles titled Implementation Lead - Complaints Technology Solution. You will coordinate cross-functional teams, translate strategic objectives into practical processes, and work with vendors and ICT to implement the new enterprise complaints management platform.

Ideal candidates will have experience in complaints management, governance, and stakeholder engagement, with ability to navigate change in a large university

Qualifications

• Experience in complaints management, case management or governance environments.
• Ability to coordinate multiple stakeholders in a large organisation.

Responsibilities

• Coordinate implementation activities across business, technology and operational workstreams to support delivery of the enterprise complaints management solution.
• Partner with stakeholders 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 to facilitate collaboration and issue resolution.
• Support governance, documentation, reporting, data validation and risk management during implementation.
• Develop and manage workstream-level implementation plans, priorities and deliverables aligned with project objectives.
• Contribute to change readiness activities including stakeholder engagement, testing, training support and adoption planning.

Job description

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

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.

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The University reserves the right not to proceed with any appointment.