Manager, CRM (D365) and Student Systems

UNSW; Sydney; Hybrid; AUD 154,000 - 163,000; Full time

Job summary

UNSW is seeking a Manager, Student Systems to lead the Core Connections team, driving CRM-driven improvements across the student lifecycle. You will oversee delivery, engage with stakeholders, and shape digital solutions with a focus on D365, Dataverse, and Power Platform.

You will collaborate with UNSW IT and vendors, guide architectural decisions, and manage cross-functional teams, ensuring impactful outcomes for students and staff alike.

Qualifications

• Experience leading large-scale digital or systems projects.
• Knowledge of student administration processes is advantageous.
• Proven ability to drive service and process improvements with stakeholders.

Responsibilities

• Lead operational delivery of the Core Connections student systems.
• Provide solution design guidance and estimate delivery effort.
• Collaborate with UNSW IT and external vendors to deliver value.
• Prepare reports and roadmaps for strategic priorities.

Skills

CRM platforms

Agile delivery

Stakeholder management

Leadership

Vendor management

Education

Tertiary qualification in IT/Business/Project management

Tools

Dynamics 365

Dataverse

Power Platform

Job description

Location

Kensington Campus (hybrid). This Job is based in Australia

Employment Type and Remuneration

• Employment Type: Full Time Permanent
• Remuneration: $153933-$163338 + 17% super (Level 9)
• Location: Kensington Campus (hybrid)

Why your role matters

As Manager, Student Systems (internally called Manager Student Systems Core Connections), you will head a business-facing team dedicated to enhancing the student and staff experience through strategic use of technology, CRM expertise (D365 is currently implemented), and business process optimisation. You will champion streamlined processes, digital solution design, and system enhancements that deliver measurable impact across the student lifecycle. A senior member of the Student Systems function, you will provide leadership across governance, stakeholder engagement, and technical delivery within your domain of student information systems. Working collaboratively with our technical counterparts in UNSW IT, service units, and external vendors, you will work with your team, acting as a key connector - ensuring strong partnerships, effective delivery, and meaningful business outcomes.

Specific Accountabilities Include

• Lead and manage the operational delivery of the Core Connections student systems, alongside uplift and continuous improvement initiatives, ensuring alignment with strategic objectives.
• Demonstrated expertise in CRM platforms, Dynamics 365 (D365) or equivalent, with the ability to provide high-level solution design guidance, estimate delivery effort, and understanding of leveraging low-code/no-code technologies to deliver business outcomes.
• Apply expertise in Agile delivery, business process reengineering, CRM, and digital solution design to deliver improvements that optimise the student and staff experience.
• Support the Senior Lead, Student Systems (Core Connections), to uphold and communicate relevant aspects of the strategic vision and priorities of the Registrar & Student Services portfolio, including preparation of reports, papers and briefings (including high level estimation and road mapping activities).
• Provide expert advice on the effective use, capabilities and limitations of information management systems to inform prioritisation, delivery and maintenance, while remaining cognisant of budget and resource constraints.

About You

• Relevant tertiary qualifications and/or equivalent experience in project or program management, business systems or IT delivery, including roles such as Scrum Master, Senior/Technical Business Analyst, or Product Owner. Substantial experience leading large-scale digital or systems projects in complex organisations, preferably within higher education.
• Demonstrated ability to identify and deliver service, process, and system improvements through stakeholder consultation, enhancing quality, efficiency, and responsiveness to changing priorities.
• Knowledge of student administration processes and systems across the full academic student lifecycle (advantageous).
• Proven leadership of cross-functional teams including technical, business, and change specialists, with strong stakeholder engagement and communication skills to influence diverse audiences.
• Experience in vendor management, procurement, and service delivery, with high-level analytical and problem-solving skills, including systems thinking and strategic planning.
• Experience with CRM and related platforms (e.g. Dynamics 365, Dataverse, Power Platform) or equivalent enterprise technologies, with a commitment to monitor, prototype, and engage with emerging or new technologies.
• Superior written, verbal and interpersonal communication skills, with a demonstrated high level of attention to detail and the ability to engage and negotiate effectively to influence decisions and outcomes.

Candidates will need to have ongoing working rights – this role is not available for sponsorship.

Applications close: 8th October 11.55PM

Shortlisting will commence after applications close.

Get in touch for any question or support: Anne de Voronine, Talent Acquisition Associate, [e-mail]

As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.