Manager, Research Technology Services

Ann & Robert H. Lurie Children's Hospital of Chicago•Chicago, IL

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 through a dual or matrixed relationship with Research Institute leadership and Information Management (IM). The role is an operational liaison among the Research Institute, Quantitative Sciences, and IM, ensuring research technology needs are received, documented, routed, tracked, communicated, and followed through to resolution or appropriate handoff. The manager operates and scales the Research IM support model by coordinating service delivery, maintaining portfolio visibility, facilitating communication across Research and IM teams, supporting governance processes, identifying recurring barriers or service gaps, and promoting adherence to established guiding principles. The role coordinates the access models, handoffs, communication pathways, documentation, and operating processes that allow Quantitative Sciences and IM to work effectively together within institutional standards. It 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 processes. The position oversees Research technology portfolio and demand processes, service requests and escalations, Research-facing cloud and data service coordination, operating-model documentation, and cross-functional issue resolution. It supervises project management and business analysis/service coordination staff, providing direction, workload management, coaching, performance feedback, onboarding, and professional development. The role also supports Quantitative Sciences’ technical delivery responsibilities by coordinating access, operating pathways, delegated administration, handoffs, documentation, and decision rights within enterprise standards.

Requirements

Associate’s degree required.
PMP, PMI-ACP, or another 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.
Ability to manage service delivery processes, including intake, triage, routing, escalation, stakeholder communication, issue tracking, closure, and continuous improvement.
Working knowledge of enterprise IT service areas such as 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 operate effectively in a matrixed environment where accountability for underlying services remains with other teams.
Demonstrated ability to influence, coordinate, facilitate, and follow through without direct authority over all parties involved.
Excellent written and oral communication skills, including the ability to develop 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, asking probing questions, identifying decisions, assigning owners, documenting action items, 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.
At least one year of prior supervisory experience, preferably managing project managers, business analysts, coordinators, service delivery staff, operations staff, or related personnel.
Demonstrated ability to manage workload, set expectations, review deliverables, coach staff, and hold team members accountable for follow-through.

Responsibilities

Serve as the primary point of contact and operational liaison between Information Management and Quantitative Sciences, and build 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 to provide operational context, surface research requirements, and support alignment.
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 when needed.
Support and facilitate the Research-IM Governance Committee and related governance 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 Research IM Operating Model documentation and support adherence to operating guidelines and guiding principles.
Clarify internal processes, escalation pathways, service handoffs, and decision points; track approved priorities, timelines, open decisions, and follow-up actions.
Oversee portfolio management for Research technology initiatives and projects from request through implementation and operational support, using standard IM and Manne practices.
Coordinate Research technology portfolio reporting and initiatives with IM delivery teams; monitor capacity, resource constraints, dependencies, risks, and project health.
Manage operational service delivery for Research technology requests, incidents, and service concerns; monitor open requests, aging items, recurring issues, barriers, and resolution status using standard tools.
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, 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 and document Research-related 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.
Coordinate with IM service owners to ensure Research technology needs are planned, coordinated, and supported in alignment with enterprise standards and governance.
Develop and maintain Research–IM service delivery documentation, workflows, procedures, templates, decision logs, and handoff processes; support improvements to unclear or inconsistent processes.
Supervise project management and business analysis/service coordination staff, including day-to-day direction, workload management, prioritization, coaching, performance feedback, onboarding, and professional development.
Exercise authority to hire, separate, promote, demote, and write and administer performance evaluations.
Partner with Quantitative Science, 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 responsibilities, access models, and operating guardrails so routine Quantitative Sciences technical work can proceed through standardized processes.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance
Employer-paid group term life and disability insurance
Employer contribution toward Health Savings Account
Flexible Spending Accounts
Paid Time Off (PTO), paid holidays, and paid parental leave
403(b) with a 5% employer match
Voluntary 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