IT Program Manager - Salesforce

The Role 

We are seeking an experienced IT Program Manager to deliver a student CRM Salesforce platform implementation. The role is an excellent opportunity to lead a key Program in Macquarie University’s digital transformation. You will report directly to the Program Director, Student 360, building and leading multiple project teams to develop and implement functionality in our new Salesforce CRM system for business functions across the University that will allow effective connection to successfully support students throughout their education. 

Digital Transformation is one of the six fundamental commitments of the Macquarie University Operating Plan: to embrace emerging technologies to better connect, engage, and collaborate. The core focus of the University’s digital transformation strategy is enabling the objectives of Students First through five key focus areas, seeking to drive excellent experiences and outcomes in every dimension of students’ interactions with the University. 

The Student 360 Program delivers a student CRM (Salesforce) platform that will realise our ambitions for end-to-end student engagement and service delivery, and allow the University to: 

• Provide a unified, 360-degree view of each student that will enhance our ability to engage with them (including privacy protections and controls); 

• Support the transformation of business processes, providing identification of opportunities for improved services to students and support service delivery; 

• Enable context-specific services and personalisation to successfully support students throughout their journey; 

• Provide a contemporary technology platform that can evolve with the changing needs and aspirations of the University and to truly connect with our students as individuals; 

• Gain insights and analytics across the whole student journey, to provide better metrics and inform improvements of University services and experience; and  

• Replace and decommission legacy systems. 

• At least 5 years’ experience leading large programs comprised of multiple project teams. 

• Previous experience delivering a CRM platform implementation, specifically Salesforce. 

• Previous experience in projects which have delivered the following via a CRM:  applications; RPL; migrations; education cloud; student management; bulk communications; marketing, lead & opportunity management; corporate engagement; and/or data management. 

• Lead cross-functional analysis, technology, change, and quality assurance teams to achieve key program objectives within a portfolio. 

• Work with stakeholders, including external vendors, IT Directors, Project Managers, Solution Architects, and other project staff to lead initiation, planning and execution of programs and projects. 

• Be able to analyse any issue and provide necessary leadership to the team to find optimal solutions with regards to project management, solution analysis, change management, quality assurance, and architecture. 

• Lead, coordinate, and drive the decision-making process for key delivery decisions. 

• Ensure alignment of integrated project/program plans across functions and with team leadership. 

• Track and communicate with key clients and stakeholders on roadmap execution status. 

• Establish effective, accurate, appropriate, and timely communication within cross-functional teams to achieve key program objectives. 

• Provide updates on key issues and progress to senior management, both within IT and the Business organisation. 

• Proactively identify issues and provide general guidance to resolve program and team challenges. 

• Develop practical solutions to achieve program productivity and quality goals and objectives. 

• Provide input and general guidance to the team for presentations and updates to management and outside collaborators where applicable. 

Innovation and ingenuity thrive at Macquarie University when diversity, equity and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience and perspective are fundamental to our success.

We do not discriminate on gender identity, age, culture, disability, sexuality, Indigeneity, family and caring responsibilities or religion. See our journey towards leadership in Equity, Diversity and Inclusion in Higher Education.

Flexible Work
 

At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, explore our Candidate Resource Hub.