IT Service Manager

Location: Ithaca (Main Campus)

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.

As part of Student Services Information Technologies (SSIT), the IT Service Manager is critical in managing customer relationships for a diverse customer portfolio across enterprise businesses and student support departments that help ensure technology engagements, application systems and IT operations are fulfilling customer needs. The IT Service Manager will develop detailed project plans, estimate project resource requirements, and prioritize multiple and simultaneous activities through exercising appropriate stakeholder management across assigned functional areas.

The IT Service Manager will obtain, analyze, specify, and validate the business needs of IT projects which includes interviewing stakeholders as well as gathering and compiling user requirements in order to convey necessary information to development/technical teams throughout the project lifecycle.

Success Factors

A successful IT Service Manager will show initiative and apply proven analytical, and problem-solving skills to ensure that project deliverables are met according to specifications on time and within budget. Utilizing excellent communication skills and a customer service orientation, will develop key relationships with a variety of stakeholders, including collaborating effectively with a variety of other technical experts, to ensure ongoing success. Other likely indicators of success in the position include juggling and effectively prioritizing multiple competing priorities in a high-pressure, team-oriented environment as well as adapting to and learning new technologies.

While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.