IT Service Manager

Cornell University•Ithaca, NY

4d•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 meet customer needs. SSIT provides IT support to several divisions, including Student & Campus Life, and is organized into five service teams: Client/Desktop Services, Infrastructure Services, Business Applications & Development, IT Service Management, and Business Application Services. The IT Service Manager develops detailed project plans, estimates resource requirements, and prioritizes simultaneous activities while managing stakeholders across assigned functional areas. The role gathers, analyzes, specifies, and validates business needs for IT projects by interviewing stakeholders and compiling user requirements, then communicating relevant information to development and technical teams throughout the project lifecycle. Success in this position requires initiative, analytical and problem-solving skills, strong communication and 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 foster belonging and a healthy work environment by communicating across differences, collaborating, showing respect and empathy, supporting others, addressing exclusion or inappropriate treatment, and 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.
Ability to prioritize multiple competing priorities in a high-pressure, team-oriented environment and adapt to and learn new technologies.

Nice To Haves

Additional education and/or experience.
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 for a diverse portfolio of enterprise businesses and student-support departments.
Help ensure technology engagements, application systems, and IT operations fulfill 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 the business needs of IT projects.
Interview stakeholders and gather and compile user requirements.
Convey necessary project information to development and technical teams throughout the project lifecycle.
Oversee the design, development, and implementation of software and hardware solutions, systems, or products.
Apply analytical and problem-solving skills to ensure project deliverables meet specifications, deadlines, and budgets.
Research systems issues and products as required.
Foster a culture of belonging and a healthy work environment through inclusive, respectful, collaborative practices.