Customer Success Lead (IT Portfolio Change and Adoption)

Do you enjoy leading digital change and adoption? A fantastic opportunity is available in our Digital Technology team, leading the adoption of IT products and services across the University of Newcastle.

The Opportunity 

As a Customer Success Lead, you will take ownership of the change management and ongoing adoption, of a diverse portfolio of IT solutions. Your role will involve collaborating with staff and students across the University to ensure digital investments are successfully integrated and adopted for long-term value. You will:  

• Develop and implement adoption plans, and awareness campaigns. 
• Lead and manage a flexible team of Change Specialists, assembled for specific projects, to drive change management and adoption strategies for new IT services. 
• Collaborate with stakeholders to enhance business readiness and user engagement 
• Provide expert advice on change management, training, and communication strategies. 
• Drive continuous improvement of the Customer Success Function within Digital Technology Solutions (DTS). 

This is a permanent, full-time role (35 hours per week) based at our Callaghan Campus, located on Awabakal and Worimi land, with the flexibility to work up to 40% from home. 

About You 

This role suits individuals from diverse industries and backgrounds, particularly those with expertise in change management, stakeholder engagement, and communications. Our ideal candidate will have: 

• Qualifications and extensive relevant experience in Business, Change Management, IT, or a related field. 
• A strong background in change management and digital adoption with demonstrated expertise in planning, delivering, and evaluating change and adoption initiatives to align with strategic goals. 
• Proven leadership capabilities, including the ability to lead teams and influence stakeholders at all levels of the organisation. 
• Exceptional communication skills with the ability to craft engaging content for diverse audiences. 

Bonus Skills: 

• Experience with technologies such as Microsoft, Zoom, Adobe, and Generative AI, and familiarity with tools like Jira, Confluence, and ServiceNow is advantageous. 

Please note: You must have ongoing work rights in Australia, as visa sponsorship is not available for this position. 

Why This Role? 

This is an exciting opportunity to join a change management and adoption team that values continuous improvement in a supportive and collaborative environment. You’ll enjoy a varied role with a broad range of responsibilities across multiple projects, combining leadership with “hands-on” deliverables. In addition, we offer: 

• Competitive Salary: $112,112 - $130,798 + 17% superannuation, based on your skills and experience. 
• Work-Life Balance: Full-time (35-hour week) with flexible and hybrid work arrangements. 
• Influence and Impact: Build relationships with stakeholders across the University and help shape user experience and digital transformation. 
• Professional Growth: Gain hands-on experience with new systems and develop your expertise in a large, complex organisation.  
• Additional Benefits: Enjoy extra leave entitlements, staff discounts, and access to training, mentoring, and career development programs. Check out our other Benefits at a glance .

About Us 

The University of Newcastle continues to build its global reputation for being one of the world's most prestigious universities. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability. Across our campuses in Newcastle, the Central Coast, Sydney, and Singapore, the University of Newcastle supports over 37,000 students and employs more than2,500 permanent staff plus sessional and affiliate team members.  

How to Apply 

If you are viewing this advertisement on a job board, please click ‘Apply’ to be redirected to the University of Newcastle’s website, where you can review the full Position Description and essential /desirable criteria prior to submitting your application. 

Please include the following documents in your application: 

1. Your resume. 
2. A cover letter and a response to the essential and desirable criteria outlined in the Position Description (maximum 4 pages) leveraging examples. 

Applications close: Wednesday 8th January 2025, 11:59 PM (AEDT). 

Contact Us 

Position enquiries? For specific position enquiries, please contact Narelle Kidner, Senior Manager, Customer Success on (02) 4055 3087 or via email narelle.kidner@newcastle.edu.au 

Having Difficulties? Please reach out to us: employment@newcastle.edu.au 

Alternative pathways? We value diversity and strive to ensure that our recruitment processes are equitable, inclusive, and barrier-free. If you need alternative ways to view the Position Description or submit your application, please don't hesitate to contact us at employment@newcastle.edu.au.  We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitment process. 

Please note that responses may be slower over the Christmas and New Year period. 

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