Head of Shared Platform Service Delivery

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

Job summary

Penn State University seeks an experienced Senior Director, Shared Platform Service Delivery to lead enterprise IT service delivery across the Shared Platform portfolio. You will guide Service Managers, set performance metrics, and collaborate with the SMO to improve service management standards and delivery across the university.

The role emphasizes strategic execution, customer focus, and accountability, balancing operational excellence with innovative service capabilities to enable the

Qualifications

• Progressive leadership experience in information technology, service delivery, IT operations, or related functions.
• Demonstrated experience leading large, complex teams (20+ employees), including managers and cross-functional teams, with accountability for organizational performance, talent development, and operational outcomes in a complex, preferably higher education or similarly decentralized environment.
• Experience overseeing enterprise platforms or shared technology services, with responsibility for service delivery, operational management, resource planning, and continuous service improvement.
• Demonstrated success leading enterprise-scale IT service delivery, operations, or service management functions.
• Experience implementing and advancing IT service management (ITSM) practices, processes, and governance.
• Proven ability to collaborate with senior leaders, business stakeholders, and technical teams to achieve organizational objectives.
• Experience establishing performance metrics, managing service performance, and driving continuous improvement initiatives.
• Demonstrated ability to lead through organizational change, influence across organizational boundaries, and build strong stakeholder relationships.
• Excellent communication, strategic planning, and problem-solving skills.

Responsibilities

• Lead service delivery operations across the Platform portfolio by providing strategic direction and oversight to Service Managers, ensuring reliable, efficient, and high-quality delivery of enterprise technology services.
• Drive cross-functional service coordination and operational excellence by establishing consistent service management practices, fostering accountability, and ensuring seamless delivery across organizational boundaries.
• Oversee service workforce planning and resource alignment by defining service team requirements and partnering with capability leaders to ensure services are appropriately staffed to meet operational and strategic objectives.
• Lead the implementation and advancement of enterprise service management practices by partnering with the Service Management Office to establish, govern, and continuously improve service management standards, processes, and operational frameworks across the Platform portfolio.
• Ensure consistent adoption and execution of IT service management processes by driving operational discipline, governance, and lifecycle management practices across service delivery teams, including Incident, Problem, Change, Release, Major Incident, Request, Knowledge, and Service Transition Management.
• Lead customer experience, service adoption, and value realization efforts by leveraging stakeholder insights to improve engagement, increase service utilization, enhance customer satisfaction, and ensure platform services deliver measurable business value.
• Oversee service communications and serve as the executive escalation point for critical platform service issues, ensuring effective stakeholder communication, coordinated issue resolution, and operational accountability across the Platform portfolio.

Skills

Leadership

IT operations

Service delivery

ITSM

Enterprise platforms

Education

Bachelor's Degree

10+ years of relevant experience

Job description

Penn State University seeks an experienced Senior Director, Shared Platform Service Delivery to lead enterprise IT service delivery across the Shared Platform portfolio. You will guide Service Managers, set performance metrics, and collaborate with the SMO to improve service management standards and delivery across the university.

The role emphasizes strategic execution, customer focus, and accountability, balancing operational excellence with innovative service capabilities to enable the