Director, Enterprise Platform Services

Penn State University; University Park (TX); Hybrid; USD 150,000 - 233,000; Full time

Benefits offered by this job

75% tuition discount

Job summary

Penn State University is seeking a Senior Director, Shared Platform Service Delivery to provide executive leadership for the operational delivery of enterprise IT services across the Shared Platform portfolio. Lead Service Managers and partner with the SMO to drive service excellence, customer experience, and measurable business value.

The role requires a customer-focused leader who balances operational excellence with strategic execution while fostering accountability and continuous improvement

Qualifications

• Progressive leadership experience in information technology, service delivery, IT operations, or related functions.
• Experience leading large, complex teams (20+ employees) with accountability for performance, talent development, and outcomes.
• Experience overseeing enterprise platforms or shared technology services and service delivery.
• Demonstrated success leading enterprise-scale IT service delivery, operations, or service management functions.
• Experience implementing ITSM practices, processes, and governance.
• Proven ability to collaborate with senior leaders, business stakeholders, and technical teams to achieve objectives.
• Experience establishing performance metrics, managing service performance, and driving continuous improvement.
• Ability to lead through organizational change and build stakeholder relationships.
• Excellent communication, strategic planning, and problem-solving skills.

Responsibilities

• Lead service delivery operations across the Platform portfolio with strategic direction to Service Managers.
• Drive cross-functional service coordination and consistent management practices.
• Oversee service workforce planning and resource alignment with capability leaders.
• Lead enterprise service management practices and continuous improvement across the portfolio.
• Ensure adoption and execution of ITSM processes including Incident, Change, Release, and Knowledge Management.
• Lead customer experience and value realization by improving engagement and satisfaction.
• Oversee service communications and act as executive escalation point for critical issues.

Skills

Leadership

IT operations

Service delivery

Cross-functional collaboration

Strategic planning

Stakeholder management

Change management

Communication

Problem solving

Education

Bachelor's Degree + 10+ years experience

Job description

Penn State University is seeking a Senior Director, Shared Platform Service Delivery to provide executive leadership for the operational delivery of enterprise IT services across the Shared Platform portfolio. Lead Service Managers and partner with the SMO to drive service excellence, customer experience, and measurable business value.

The role requires a customer-focused leader who balances operational excellence with strategic execution while fostering accountability and continuous improvement