Senior Director of IT Service Strategy

As part of the Penn State IT’s Optimized Service Team project, IT is implementing a new operating model designed to enhance service delivery, operational efficiency and collaboration across the university. Penn State is seeking an experienced, strategic, and collaborative leader to serve as the Senior Director of IT Service Strategy. The Senior Director of IT Service Strategy will lead Penn State's transition to a service-optimized IT operating model by directly managing all Service Owners across the institution. Reporting to the Deputy CIO, this position directly oversees all Service Owners across the Platform, Mission, and Unit portfolios, ensuring consistent service and product management practices institution-wide. The role is responsible for developing service ownership capabilities, driving operational service excellence, and fostering a customer-focused culture centered on delivering business and institutional outcomes.

RESPONSIBILITIES

• Lead and develop the Service Owner function by managing Service Owners across enterprise, mission, and unit-focused services; establishing consistent operating practices; and building the skills and capabilities needed to deliver high-quality service outcomes.
• Establish and govern enterprise service management practices by defining service planning processes, performance measures, service level expectations, and governance standards that support consistent and effective service delivery across all portfolios.
• Drive service portfolio performance and accountability by setting expectations for cost management, service level achievement, stakeholder satisfaction, and performance reporting; monitoring results; and leading continuous improvement initiatives.
• Support service strategy and value realization by partnering with Service Owners to develop service business plans, value propositions, service level commitments, and market-informed assessments that strengthen service offerings and align them with organizational needs.
• Identify and optimize cross-portfolio service opportunities by evaluating service dependencies, reducing duplication, promoting shared solutions, and aligning services to maximize efficiency, scalability, and institutional value.
• Partner with business and technology leaders to align services with evolving organizational needs and provide operational, financial, and performance insights that support service planning, governance, and investment decisions.

QUALIFICATIONS

Qualified candidates will demonstrate strength across several of the following areas:

• Progressive leadership experience in IT service management, service delivery, portfolio management, product management, IT operations, or related disciplines.
• Demonstrated success leading and developing high-performing teams, including experience coaching leaders and establishing consistent operating practices across a complex organization.
• Strong understanding of IT service management (ITSM), service governance, service portfolio management, service lifecycle management, and continuous improvement methodologies.
• Experience establishing performance metrics, service level commitments, and accountability frameworks that drive operational excellence and business outcomes.
• Proven ability to develop service strategies, business plans, value propositions, and investment recommendations that align technology services with organizational priorities.
• Experience evaluating service performance, costs, utilization, customer satisfaction, and market competitiveness to inform strategic decision-making.
• Demonstrated success leading cross-functional initiatives and influencing outcomes across multiple stakeholder groups without direct authority.
• Experience working with governance processes, portfolio management practices, and organizational decision-making frameworks.
• Exceptional communication, relationship-building, and stakeholder management skills, with the ability to engage effectively with executive leaders, technical teams, and business partners.
• Strong analytical, financial, and problem-solving skills, including the ability to interpret performance and operational data to drive service improvements and investment decisions.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

Bachelor's Degree 10+ years of relevant experience, includes 5+ years of supervisory experience; or an equivalent combination of education and experience accepted Required Certifications: None

LOCATION

This position follows a hybrid work model with some remote work flexibility. A weekly on-site presence at the University Park campus will be required. Occasional travel to Commonwealth Campuses and other Penn State locations may be required.

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITS

The salary range for this position, including all possible grades, is $150,204.00 - $232,776.00. Salary Structure - Information on Penn State's salary structure Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact View phone number on click.appcast.io. Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission.

Federal Contractors Labor Law Poster PA State Labor Law Poster Penn State Policies Copyright Information Hotlines There’s a reason Penn State consistently ranks among the top one percent of the world’s universities. Across 24 campuses, our 100,000 students and 40,000 faculty and staff know the real measure of success goes beyond the classroom – it’s the positive impact made on communities across the world. Our ideals stem from our origins as Pennsylvania’s sole land-grant institution, which allow us to continue to bring positive impact to humanity through our teaching, research, and engagement mission. And across the world is a community of Penn Staters – more than half a million strong – driven by that same spirit to serve our local and global communities. At Penn State, passion is met with collaboration in an environment that is rooted in shared pride for the accomplishments of our fellow students, faculty, staff, and alumni. Penn Staters cheer each other on to build a culture committed to service and engagement. Our University values represent our core ethical aspirations for all our daily activities and actions as students, faculty, staff, and volunteers at Penn State. Our values are as follows; Integrity, Respect, Responsibility, Discovery, Excellence, and Community. We Are Penn State. One Community. Impacting Many.