Behind every smooth registration, payroll process and learning platform is a complex web of systems – at the centre of it all is Luke Cuff, who leads Institutional Solutions in IT. By connecting people, processes and technology, he and the team help drive digital transformation, improve how the University functions and create better experiences for both staff and students.

What does your role at SU entail?

In short, the team I lead helps to make sure that the systems the University relies on every day work as they should – and continue to improve as the University grows.

These are the core systems (or solutions) behind things like our Student Information, Teaching and Learning, Finance and Human Resources, so my role is to ensure they support both staff and students in a reliable and practical way. I work closely with our IT Relationship Managers, colleagues across the University and our vendors to understand what SU needs, and then with our broader team at Institutional Software Solutions to make sure our solutions enable that as smoothly as possible.

A big part of my role is also guiding how these systems evolve over time – moving away from older ways of working towards more modern, flexible solutions that better support the University’s future.

At its heart, my role is about helping the University function effectively behind the scenes, so that students and staff can focus on what really matters.

What does a typical day at work look like?

No two days (in IT Systems especially) are ever quite the same, which is something I really enjoy about the role.

A typical day usually involves a mix of working with people and solving problems. I spend time engaging with colleagues across the University to understand what’s working well and where there are challenges, and then collaborating with our team to find practical solutions. This could include planning enhancements to existing systems, decommissioning older systems or responding to issues (we call them Incidents) that need to be resolved quickly to keep things running smoothly.

There’s also a strong focus on collaboration – whether it’s aligning with different departments, supporting the team or working with partners and vendors. A lot of the work happens through conversations, managing change and helping translate business needs into workable solutions.

Alongside that, there’s always an element of planning ahead – looking at how we can improve systems over time, keeping abreast of industry trends and planning to support the University’s longer-term goals.

And then, outside of my formal role, my day continues in residence, where I get to engage with students more directly. That balance between systems and people keeps the work grounded and meaningful.

How did your education or past experiences prepare you for this job?

I completed my Bachelor of Science at SU, so in many ways my journey has come full circle.

I started my career in the University’s Finance Division, working closely with the financial systems team. That experience gave me a strong foundation in how the institution operates from a business and process perspective.

When SU embarked on its System Renewal Project, I took up a position at IT as a business analyst. That shift allowed me to work more closely at the intersection of systems and people – understanding needs, translating them into solutions and helping guide change. From there, I took on a role as an IT Relationship Manager, which further strengthened my focus on collaboration and stakeholder engagement. I have recently taken up the role as Manager: Institutional Solutions.

Along the way, I have also completed a Postgraduate Diploma in Knowledge and Information Systems Management, which helped deepen my understanding of how systems can enable organisations more effectively.

Looking back, each step built on the previous one – from understanding the operational side of the University, to working with systems, to now helping shape how our Solutions portfolio evolves. That combination has really shaped how I approach my role today.

What do you enjoy most about your role and working at SU?

I enjoy the sense that the work we do really matters, even if much of it happens behind the scenes.

The systems our team looks after touch almost every part of the University, so there’s something very satisfying about knowing that when things work well, it enables students to register smoothly, staff to do their jobs effectively and the institution to function as it should.

I also really value the people aspect of the role. Our team in Institutional Software Solutions is a powerhouse of technical expertise and institutional knowledge – they perform what often feels like magic, whether through configuration, integration, software development, unlocking data or delivering innovative new enhancements. I also enjoy working with colleagues across the wider IT Division and the rest of the University, building relationships and finding solutions together. No single part of the University operates in isolation, so that sense of collaboration is something I value a lot. 

Beyond that, my role as a residence head gives me a more direct connection to student life. It’s a reminder of why the work we do is important in the first place. Being able to see both the systems side and the lived student experience is something I find particularly meaningful.

Tell us something about yourself that few people would expect.

My partner and I love travelling, especially in South-East Asia. We’re always planning our next trip – usually somewhere a bit off the beaten track, like a remote island with not much more than a beach and a few local spots.

It’s something I really value, as it gives me a chance to completely switch off, experience different cultures and come back with a fresh perspective.