IT Service Manager

Cornell University • Ithaca, MI

5d • $110,656 - $135,246 • Hybrid

About The Position

As part of Student Services Information Technologies (SSIT), the IT Service Manager manages customer relationships across a diverse portfolio of enterprise businesses and student support departments. The role helps ensure technology engagements, application systems, and IT operations fulfill customer needs. The manager develops detailed project plans, estimates project resource requirements, and prioritizes simultaneous activities while managing stakeholders across assigned functional areas.

The IT Service Manager obtains, analyzes, specifies, and validates business needs for IT projects. This includes interviewing stakeholders and gathering and compiling user requirements so necessary information is conveyed to development and technical teams throughout the project lifecycle.

Success in the role calls for initiative, analytical and problem-solving skills, strong communication, customer service orientation, and the ability to build relationships and collaborate with technical experts. The manager must prioritize competing demands in a high-pressure, team-oriented environment and adapt to new technologies. Members of the community are expected to help foster belonging and a healthy work environment through respectful, empathetic, cooperative, and inclusive conduct, while supporting work/life integration.

Requirements

• Bachelor’s degree in a related field such as business administration, computer science, accounting, or management information systems, and at least 5 years of related work experience, or an equivalent combination of education and experience.
• Proven experience overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
• Demonstrated project management skills.
• Excellent written and oral communication skills, including the ability to communicate ideas in both technical and user-friendly language.
• Ability to conduct research into systems issues and products as required.
• Proven experience connecting inclusion, belonging, and wellbeing practices to business goals.

Nice To Haves

• Additional education and/or experience, including Project Management Professional (PMP) certification.
• Coursework and certification in project management methodology, including familiarity with the Project Management Book of Knowledge (PMBOK).

Responsibilities

• Manage customer relationships across assigned enterprise businesses and student support departments.
• Help ensure technology engagements, application systems, and IT operations meet customer needs.
• Develop detailed project plans and estimate project resource requirements.
• Prioritize multiple simultaneous activities and manage stakeholders across assigned functional areas.
• Obtain, analyze, specify, and validate business needs for IT projects.
• Interview stakeholders and gather and compile user requirements.
• Convey necessary project information to development and technical teams throughout the project lifecycle.
• Meet project deliverables according to specifications, on time, and within budget.
• Collaborate with technical experts and other stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior