Manager, Research Technology Services

Location

Simpson Querrey Biomedical Research Center

The Manager Research Technology Servicesmanages the day-to-day research-facing IT service delivery function for the Stanley Manne Children’s Research Institute. The role is expected to function through a dual or matrixed relationship with both Research Institute leadership and Information Management. The role serves as an operational liaison between the Research Institute, Quantitative Sciences, and Information Management, helping ensure that research-related technology needs are received, documented, routed, tracked, communicated, and followed through to resolution or appropriate handoff. This position is responsible for operating and scaling the Research IM support model by coordinating service delivery, maintaining portfolio visibility, facilitating communication across Research and IM teams, supporting governance processes, helping identify recurring barriers or service delivery gaps, and ensuring adherence to established guiding principles. The position also helps distinguish between two related but different needs: end-user technology support for investigators and research staff, and enterprise enablement of Quantitative Sciences as a technical delivery partner. In that capacity, the role helps coordinate the access models, handoffs, communication pathways, documentation, and operating processes needed for Quantitative Sciences and IM to work together effectively within established institutional standards. This position does not own enterprise or research technology strategy, information security, financial governance, or enterprise service domains, but is responsible for ensuring that Research priorities are understood, coordinated, implemented, and supported through established governance and operational processes.

Essential Job Functions:

• Research IT Business Relationship Management: Serves as the primary point of contact and operational liaison between IM and Quantitative Sciences.  Builds trusted working relationships with research and IM stakeholders to support effective day-to-day coordination. Works collaboratively with stakeholders to understand approved research priorities, document operational requirements, translate needs into coordinated work plans, and support execution across teams. Participates in enterprise IM planning and governance forums as appropriate to provide operational context, surface research requirements, and support alignment between Research and Information Management. Partners with enterprise technology, security, compliance, and data teams to clarify operational needs, coordinate handoffs, and support adherence to organizational standards. Drives cross-functional issue resolution by coordinating the appropriate stakeholders, clarifying ownership, tracking decisions and follow-up, and escalating barriers when needed.
• Research Governance and Operating Model Management:  Supports and facilitates the Research-IM Governance Committee and associated governance processes, under the leadership of the CRIO and in collaboration with Research and IM leadership. Prepares agendas, materials, portfolio updates, decision points, and follow-up items to support effective oversight and prioritization decisions by Research and IM leadership. Maintains documentation for the Research IM Operating Model  and supports adherence to established Operating Guidelines and Guiding Principles. Helps clarify internal processes, escalation pathways, service handoffs, and decision points needed to support delivery. Tracks approved priorities, implementation timelines, open decisions, and follow-up actions to support informed decision-making by Research and IM leadership.

• Research Technology Portfolio and Demand Management: Oversees portfolio management processes for Research technology initiatives and projects from request through implementation and operational support, using standard IM and Manne practices. Coordinates reporting of Research technology initiatives and ensures portfolio information is current, actionable, and available to support prioritization decisions by the CRIO, QSP Director of Operations, and Research governance.  Coordinate Research initiatives with the Information Management delivery teams as needed.  Monitor capacity, resource constraints, dependencies, risks, and project health across the Research technology portfolio.  Drives issues by clarifying ownership, coordinating the appropriate stakeholders, tracking follow-up, and recommending risk mitigation strategies.
• Research Service Delivery and Escalation Management: Manages the operational service delivery process for Research technology requests, incidents, and service concerns. Uses standard ticketing, incident management, and service management tools to monitor open requests, aging items, recurring issues, service barriers, and resolution status. Partners with IM operational teams to clarify ownership, timelines, service-level expectations, and next steps. Escalates unresolved or recurring service issues through appropriate IM and Research leadership channels and maintains service performance reporting for Research-related technology support. 
• Research Cloud Access, Billing, and Service Coordination :  Coordinates Research-facing workflows related to cloud, AI, data platform, and related enterprise technology services, including request intake, user access, service handoffs, billing coordination, consumption visibility, and cost allocation support. Partners with Cloud Engineering, Solutions Architecture, Data & AI, Research Finance, and Research operational leaders to ensure Research-related environments and services are appropriately tracked, documented, and visible for cost allocation and operational planning. Does not serve as the technical cloud architect, accountable cloud service owner, or owner of Research financial governance. Helps identify recurring cloud billing, provisioning, access, tagging, or communication issues and escalates patterns to the appropriate technical and operational leadership teams.

• Technology Service Ownership and Accountability: Partners with IM service owners to ensure Research technology needs are appropriately planned, coordinated, and supported. Works across organizational boundaries to coordinate service delivery, facilitate issue resolution, and ensure alignment with enterprise standards and governance processes. Accountability for the technology services remains with the appropriate IM leaders and service owners. The role is responsible for ensuring effective coordination, communication, and support of Research technology requirements across those service domains.
• Documentation, Process, and Operating Procedure Support: Develops and maintains documentation, workflows, procedures, templates, decision logs, and handoff processes tfor Research–IM service delivery. This includes documentation related to intake, routing, escalation, service coordination, portfolio tracking, stakeholder communication, and operational handoffs. Works with Research and IM stakeholders to identify unclear or inconsistent service delivery processes and support improvements that make Research–IM coordination more efficient, reliable, and understandable. System-specific technical, administrative, or application documentation remains the responsibility of the appropriate system owner, technical owner, Research Engineering team, Solutions Architecture team, or IM service owner.
• Team Coordination and Staff Supervision: Supervises project management and business analysis/service coordination staff responsible for research technology initiatives and projects, service delivery activities, documentation, stakeholder communication, and execution support. Provides day-to-day direction, workload management, prioritization support, coaching, performance feedback, onboarding, and professional development for direct reports. Has the authority to hire, separate, promote, demote, write and administer performance evaluations.

• Quantitative Science Technical Enablement: Partners with Quantitative Science, Solutions Architecture, Research Engineering, and enterprise IM teams to define and support the platform access, operating pathways, delegated administration, handoffs, documentation, and decision rights needed for Quantitative Science to perform its technical delivery responsibilities within enterprise standards. Distinguishes between end-user technology support for the broader research community and enablement of Quantitative Science as a standing technical delivery partner. Facilitates agreement on responsibilities, access models, and operating guardrails so that routine technical work can proceed through standardized processes rather than repeated case-by-case escalation.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Required Degree: Associate’s Degree. Preferred Field of Study: Healthcare administration, business administration, information management, information technology, computer science, informatics, data science, project management, research administration, public health, or related field.
• PMP, PMI-ACP, or other relevant project management certification required. 
• Minimum of five years of progressively responsible experience in information technology, information management, healthcare operations, research operations, project management, service delivery, or a related field required. Experience in an academic medical center, pediatric hospital, research institute, healthcare system, or complex matrixed organization preferred.
• At least two years of experience coordinating or managing projects, services, or operational workflows that support research, healthcare, academic operations, enterprise IT, cloud services, applications, data platforms, or infrastructure in a complex organizational setting. 
• At least one year of prior supervisory experience preferred, including experience 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. 
• 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, but the Manager must have sufficient fluency to triage issues, ask informed questions, identify appropriate service owners, and communicate effectively with both technical and non-technical stakeholders. 
• Experience with project and work management platforms, e.g., 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 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, meeting notes, decision logs, and stakeholder communications. 
• Strong meeting facilitation skills, including the ability to clarify goals, surface assumptions, ask probing questions, identify decisions needed, assign owners, document action items, and ensure timely follow-up. 
• Demonstrated ability to create and maintain clear, practical, and 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. 

Education

Pay Range

$99,840.00-$164,736.00 Salary

At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children’s offer a comprehensive rewards package that may include differentials f