Customer Success Lead (It Portfolio Change And Adoption)

Join an established change management delivery practice and inspire us with your thorough knowledge and expertise working with best practice change management methodologies, your exceptional skills in stakeholder management and your ability to navigate complex organisations.

The Customer Success Lead is responsible for the implementation of the Customer SuccessChange and Adoption framework across a portfolio of IT products and services within the University’s Digital Technology Solutions team. This includes:

• Leading the planning and implementation of Change and Adoption approaches aligned to the Customer Success Framework (PROSCI)
• Providing expert advice, including project change resourcing recommendations, to support the delivery and Adoption of new digital solutions, upgrades and enhancements
• Leading a small change team using a strong coaching approach and providing quality assurance of change deliverables
• Driving continuous improvement and change capability uplift within the operational area

This is a full time, permanent position and will be located at the Callaghan Campus (Awabakal and Worimi land). 

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. 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.

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do. 

The University of Newcastle is an equal opportunity employer committed to equity, diversity and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.  

About the Unit

The University of Newcastle’s Digital Technology Solutions (formally IT Services) department delivers cutting-edge, innovative and cost-effective digital solutions and services to the University’s staff, students and partners. Digital Technology Solutions is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the Looking Ahead Strategy.

What we offer

The remuneration for this Higher Education Worker Level 8 position is from $112,112 - $130,798 p.a. +17% superannuation and is commensurate with skills and experience. 

For information on our employee benefits (such as flexible working, discounts in private health insurance and gym memberships and salary packaging) please visit here.  

Your next steps

Please visit here for a guide on how to apply for a role.

If viewing this on a job board other than the University’s please click ‘Apply’ to reach the University’s website, where a copy of the Position Description can be accessed. Please download a copy before commencing your application.

Your application must include:

• Your resume
• A cover letter outlining your motivation to apply for this opportunity
• A statement addressing the Essential Criteria listed below

Essential Criteria

1. Postgraduate qualifications, or progress towards postgraduate qualifications and extensive relevant experience in information technology, training or communications or extensive experience and management expertise; or an equivalent combination of relevant experience and/or education/training
2. Proven track record in delivering successful outcomes for business stakeholders which relate to the Change and Adoption of IT products or services
3. Demonstrated leadership capabilities including the ability to lead people, build relationships and influence people at various levels of the organisation
4. Change management expertise with demonstrated capability in planning, delivery and evaluating outcomes to schedule
5. Demonstrated experience in driving process improvement
6. Excellent communication skills with the ability to prepare communications, promotional and instructional content that will appeal to a broad audience base

 Please upload your resume, cover letter and response to the Essential Criteria as one PDF document.

Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words).

For specific position enquiries, please contact Narelle Kidner, Senior Manager, Customer Success on (02) 4055 3*** or via email **************@newcastle.edu.au

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

Closing date:  Tuesday, 16th April at 11.59pm AEST

We are excited to be Looking Ahead with you!

The University of Newcastle is an equal opportunity employer committed to equity, diversity and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do.  

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