Manager, Research Technology Services

Lurie Children's Hospital•Chicago, IL

10d•$99,840 - $164,736

About The Position

The Manager, Research Technology Services manages day-to-day research-facing IT service delivery for the Stanley Manne Children’s Research Institute. Working through a dual or matrixed relationship with Research Institute leadership and Information Management (IM), the manager serves as an operational liaison among Research, Quantitative Sciences, and IM. The position coordinates the intake, documentation, routing, tracking, communication, and follow-through of research technology needs, and operates and scales the Research IM support model. It maintains portfolio visibility, facilitates communication across teams, supports governance, identifies recurring service barriers, and promotes adherence to established operating principles. The role coordinates end-user technology support for investigators and research staff separately from the enterprise enablement needed for Quantitative Sciences to act as a technical delivery partner. It supports the access models, handoffs, communication pathways, documentation, and operating processes needed for Quantitative Sciences and IM to work together within institutional standards. The role does not own enterprise or research technology strategy, information security, financial governance, or enterprise service domains; it ensures Research priorities are understood, coordinated, implemented, and supported through established governance and operational processes. The manager oversees research technology portfolio and service-delivery processes, coordinates research-facing workflows related to cloud, AI, data platforms, and other enterprise technology services, and supports service ownership coordination with IM leaders. The position also develops and maintains service-delivery documentation and supervises project management and business analysis/service coordination staff, providing day-to-day direction, workload management, coaching, performance feedback, onboarding, and professional development. The job is located at the Simpson Querrey Biomedical Research Center.

Requirements

Associate’s degree required.
PMP, PMI-ACP, or other relevant project management certification required.
At least five years of progressively responsible experience in information technology, information management, healthcare operations, research operations, project management, service delivery, or a related field.
At least two years of experience coordinating or managing projects, services, or operational workflows supporting research, healthcare, academic operations, enterprise IT, cloud services, applications, data platforms, or infrastructure in a complex organizational setting.
Working knowledge of enterprise IT service areas, including endpoint support, service desk workflows, Microsoft 365, SharePoint, OneDrive, Teams, identity and access management, Azure or other cloud services, software support, applications, information security, and infrastructure. Deep technical expertise in each area is not required.
Experience with project and work management platforms such as Jira, Confluence, ServiceNow, or Airtable.
Ability to manage service-delivery processes including intake, triage, routing, escalation, stakeholder communication, issue tracking, closure, and continuous improvement.
Ability to work effectively in a matrixed environment and influence, coordinate, facilitate, and follow through without direct authority over all parties involved.
Excellent written and oral communication skills, including preparing project charters, status reports, executive summaries, process documents, escalation summaries, meeting agendas and notes, decision logs, and stakeholder communications.
Strong meeting facilitation skills, including clarifying goals, surfacing assumptions, identifying decisions, assigning owners, documenting actions, and ensuring follow-up.
Ability to create and maintain clear, practical, repeatable workflows, procedures, templates, trackers, and service-delivery documentation.
Ability to prioritize competing requests, identify risks, troubleshoot barriers, escalate appropriately, and manage expectations in a fast-paced environment.
Demonstrates high standards of behavior, performance, quality, credibility, integrity, service excellence, stewardship, and respectful collaboration.

Nice To Haves

Preferred field of study: healthcare administration, business administration, information management, information technology, computer science, informatics, data science, project management, research administration, public health, or a related field.
Experience in an academic medical center, pediatric hospital, research institute, healthcare system, or complex matrixed organization preferred.
At least one year of prior supervisory experience preferred, including managing project managers, business analysts, coordinators, service-delivery staff, operations staff, or related personnel, with demonstrated ability to manage workload, set expectations, review deliverables, coach staff, and ensure accountability.

Responsibilities

Serve as the primary point of contact and operational liaison between Information Management and Quantitative Sciences, building working relationships with research and IM stakeholders.
Understand approved research priorities, document operational requirements, translate needs into coordinated work plans, and support execution across teams.
Participate in enterprise IM planning and governance forums as appropriate, providing operational context and supporting alignment between Research and IM.
Partner with technology, security, compliance, and data teams to clarify operational needs, coordinate handoffs, and support adherence to organizational standards.
Coordinate cross-functional issue resolution by clarifying ownership, tracking decisions and follow-up, and escalating barriers.
Facilitate the Research-IM Governance Committee and related processes under the leadership of the CRIO and in collaboration with Research and IM leadership.
Prepare governance agendas, materials, portfolio updates, decision points, and follow-up items; maintain operating-model documentation and track approved priorities, timelines, open decisions, and actions.
Oversee portfolio management for research technology initiatives and projects from request through implementation and operational support, using standard IM and Manne practices.
Coordinate portfolio reporting and Research initiatives with IM delivery teams; monitor capacity, constraints, dependencies, risks, and project health, and recommend risk mitigation strategies.
Manage operational service delivery for Research technology requests, incidents, and service concerns; monitor tickets, aging items, recurring issues, service barriers, and resolution status.
Partner with IM operational teams to clarify ownership, timelines, service-level expectations, and next steps; escalate unresolved or recurring issues and maintain service performance reporting.
Coordinate Research-facing workflows for cloud, AI, data platform, and related enterprise services, including request intake, user access, service handoffs, billing coordination, consumption visibility, and cost allocation support.
Work with Cloud Engineering, Solutions Architecture, Data & AI, Research Finance, and Research operational leaders to track, document, and provide visibility into Research environments and services for cost allocation and operational planning.
Identify recurring cloud billing, provisioning, access, tagging, or communication issues and escalate patterns to appropriate technical and operational leaders.
Partner with IM service owners to coordinate planning, delivery, issue resolution, and support of Research technology needs while maintaining alignment with enterprise standards and governance.
Develop and maintain workflows, procedures, templates, decision logs, and handoff processes for Research–IM service delivery, including intake, routing, escalation, portfolio tracking, stakeholder communication, and operational handoffs.
Work with Research and IM stakeholders to improve unclear or inconsistent service-delivery processes.
Supervise project management and business analysis/service coordination staff; provide direction, workload management, prioritization support, coaching, performance feedback, onboarding, and professional development. Has authority to hire, separate, promote, demote, and administer performance evaluations.
Partner with Quantitative Sciences, Solutions Architecture, Research Engineering, and enterprise IM teams to define and support platform access, operating pathways, delegated administration, handoffs, documentation, and decision rights.
Facilitate agreement on Quantitative Sciences responsibilities, access models, and operating guardrails so routine technical work can proceed through standardized processes.
Perform other duties as assigned.

Benefits

Medical insurance
Dental insurance
Vision insurance
Employer-paid group term life insurance
Disability insurance
Employer contribution toward Health Savings Account
Flexible Spending Accounts
Paid Time Off (PTO)
Paid holidays
Paid parental leave
403(b) with a 5% employer match
Supplemental life, AD&D, and disability coverage
Critical illness, accident, and hospital indemnity coverage
Tuition assistance
Student loan servicing and support
Adoption benefits
Backup childcare and eldercare
Employee Assistance Program and specialized behavioral health services and resources for employees and family members
Discount on services at Lurie Children’s facilities
Discount purchasing program
Wellbeing programs