IT Customer Engagement Manager


The IT Customer engagement manager is a key advisor to the Faculties. This role supports the development of the IT strategy and the IT technology roadmap. The IT Customer engagement manager is a strong leader and facilitator and works with the Faculties to clearly understand its IT priorities and ensures that these priorities are taken into consideration during the ITPB prioritisation.

The IT Customer engagement manager works with key stakeholders to understand their IT requirements and to communicate the IT product and service catalog, clearly stating which enterprise solutions will support their IT requirements for future growth.

This role works with the Faculty IT to develop operational service level agreements; ensures and monitors that operational services are maintained; constantly reviews service request and incident reporting to identify key technology service issues and is regularly updates the FEDs or other key stakeholders in the faculty and its schools and centres on the resolution plans for key technology issues.

This role acts as a champion for the Faculty at technology forums as well as through the process of technology prioritisation. The Senior business partner may have direct reports and responsibility for mentoring less experienced customer engagement consultants.

Responsibilities (Snapshot)

  • Customer engagement and communications
  • IT Planning and Roadmap development
  • Technology governance
  • Technology delivery
  • Operational service uplift

About the successful applicant

  • Demonstrated experience in an IT Management role.
  • Experience related to Strategy Development, Enterprise Architecture, large technology release management and large technology program management.
  • Strong leadership and stakeholder management at senior leadership levels and in complex matrix environments.
  • Strong experience leading and motivating a team of IT professionals to deliver the key customer requirements in line with the IT service model.
  • Solution focused with the ability to demonstrate high levels of negotiation and consultation expertise.
  • A demonstrated appreciation and high-level understanding of service management approaches, including ITIL.
  • Demonstrated capability in innovation thinking to drive future state technology outcomes for future proofing UNSW.
  • Proven ability to listen to all perspectives but to be suitably assertive to the technology decision making.
  • Demonstrated ability to build effective reports that articulate the current state of actual, delivery, future requirements, risk and issues and financial tracking

Please apply online (Resume & cover letter) - applications will not be accepted if sent to the contact listed.

Ralph Hitti, Talent Acquisition Consultant

E: ***********@unsw.edu.au

T: 0466 201 ***

Applications close: Monday 30th March 2020

Find out more about working at UNSW at your Faculty/Division web address

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