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About the Role

The IT Service Manager is critical in managing customer relationships for a diverse customer portfolio across enterprise businesses and student support departments. This role ensures technology engagements, application systems, and IT operations fulfill customer needs by developing detailed project plans, estimating resource requirements, and prioritizing activities through stakeholder management. The IT Service Manager will obtain, analyze, specify, and validate business needs for IT projects, including interviewing stakeholders and gathering user requirements to convey information to development teams.

Responsibilities

Develop detailed project plans.
Estimate project resource requirements.
Prioritize multiple and simultaneous activities through exercising appropriate stakeholder management.
Obtain, analyze, specify, and validate the business needs of IT projects.
Interview stakeholders.
Gather and compile user requirements.
Convey necessary information to development/technical teams throughout the project lifecycle.
Foster a culture of belonging and a healthy work environment by communicating across differences.
Be cooperative, collaborative, open, and welcoming.
Show respect, compassion, and empathy.
Engage and support others regardless of background or perspective.
Speak up when others are being excluded or treated inappropriately.
Support work/life integration of oneself and others.

Requirements

Bachelor’s degree in related fields such as business administration, computer science, accounting, or management information systems and at least 5 years related work experience or an equivalent combination of education and experience.
Proven experience in 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.

Skills

Analytical skills
Problem-solving skills
Communication skills
Customer service orientation
Stakeholder management
Project management methodology
Inclusion
Belonging
Wellbeing practices

Location

Hybrid

Work Type

Hybrid

Experience Level

5 years related work experience

Education Level

Bachelor’s degree in related fields such as business administration, computer science, accounting, or management information systems
Project Management Professional (PMP) certification
Coursework and certification in project management methodology

Salary/Compensations

$110,656.00 - $135,246.00

About the Company

Student & Campus Life (SCL) inspires transformation in all Cornell students on their journey of individual, academic and personal evolution.
Our division is comprised of leading student affairs experts who support our campus on pressing student life matters including public service, health, wellbeing, connection and belonging, residential living, food services, sports, recreation, career services, and student activities and organizations including sorority and fraternity life.
We provide support and services to roughly 25,000 undergraduate, graduate, and professional students on multiple campuses in the U.S. and abroad.
Student Service Information Technologies (SSIT) provides IT support to a number of divisions, including SCL, and allows numerous operations to run effectively while using hundreds of different IT systems.
SSIT is comprised of five different service teams: Client/Desktop Services, Infrastructure Services, Business Applications & Development, IT Service Management, and Business Application Services.

Equal Opportunity

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “... any person ... any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds.
We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply.
Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act.
We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.