Job Description

About Ellucian:

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to

lead

, the courage to

innovate

, and the determination to

grow

. At our core, we believe in

humanizing

our approach, recognizing that our people are our greatest strength. With a shared vision of

transformation

, we endeavor to shape a brighter future for higher education.
About the Opportunity:

About the Opportunity

Ellucian is seeking a Manager of Information Technology to lead the End-User Support team within the Information Technology organization. This team plays a critical role in supporting corporate information systems and delivering high-quality end-user services across the company. As the Support Manager, you will lead, develop, and coach a high-performing team across the APAC region that provides essential technical support to Ellucian employees.


Success in this role depends on strong partnerships with the broader business. You will initiate, cultivate, and maintain strategic relationships with cross-functional teams and senior business leaders to ensure alignment and collaboration. You will also oversee the prioritization, planning, and execution of projects focused on enhancing support operations--including process improvements, dashboard development, automation initiatives, and best practice implementation.


At Ellucian, Information Technology exists to "Make Ellucian Work Better," and this role serves as a key contributor to advancing that mission.

Where you will make an impact

Partnering with Ellucian leadership

to guide the adoption of advanced IT solutions and ensure alignment with business strategies.

Delivering high-quality end-user support

that enhances productivity, collaboration, and employee satisfaction across the globe.

Recruiting, retaining, and developing IT professionals

while fostering a growth-oriented culture that serves as a pipeline of talent for broader IT teams and the organization.

Supporting and evolving Ellucian's collaboration platform strategy

, ensuring the delivery of secure, scalable, and intuitive enterprise collaboration solutions.

Managing daily support operations

, including staffing, budgeting, administrative oversight, planning, and project execution.

Leading technology evaluations

for end-user computing and collaboration solutions to ensure the best fit for organizational needs.

Implementing and supporting information security practices

in alignment with corporate policies and in partnership with the InfoSec team.

Managing key technology vendor relationships

to ensure service quality, value, and alignment with Ellucian's technical and business goals.

Developing and promoting standardized methodologies

in service management and end-user support to drive consistency, efficiency, and operational excellence.

Demonstrating commitment to diversity, equity, and inclusion

by effectively supporting a global, multicultural team and fostering a respectful, empowering work environment.

What you will bring

+ 5+ years of overall IT experience. + 3+ years of experience as an organizational and people leader.
+ 3+ years of demonstrated experience in service management, incident management, and change management.
+ Strong background with service management platforms such as ServiceNow.
+ Proven experience applying ITIL as an operational framework to drive success in end-user support.
+ Demonstrated ability to lead projects and initiatives that support business objectives at all levels of the organization, with strong negotiation, presentation, and problem-solving skills.
+ Experience working in a fast-paced, dynamic environment with a broad range of technology initiatives, and the agility to learn and adapt quickly.


#LI-VS1


#LI-Onsite




What makes #Ellucianlife:
22 days annual leave plus 11 public holidays Competitive gratuity policy Group insurance and Annual health checkup plan with a variety of family and wellness benefits. Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health,
financial or learning interests
5 charitable days to support the community that supports us Wellness
o Headspace (mental health)

o Wellbeats (virtual fitness classes)
RethinkCare - caregiver support Diversity and inclusion programs that promote employee resource groups such as: Buzzinga and Lean In Team to name a few. Parental leave Employee referral bonuses to encourage the addition of great new people to the team We Foster a learning culture with: + Education Assistance Program
+ Professional development opportunities