IT Service Strategy Director: Service Ownership

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

Benefits offered by this job

75% tuition discount

Competitive benefits package

Generous paid time off

Job summary

Penn State University is seeking a Senior Director of IT Service Strategy to guide the transition to a service-optimized IT operating model. You will manage all Service Owners across Platform, Mission, and Unit portfolios to ensure consistent service and product management practices.

Reporting to the Deputy CIO, you will drive service excellence, foster a customer-focused culture, and partner with business and technology leaders to align services with institutional goals.

Qualifications

• Strong understanding of ITSM and service lifecycle management.
• Experience leading and developing high-performing teams across a complex org.
• Ability to translate business needs into service strategies and investments.

Responsibilities

• Lead and develop the Service Owner function across enterprise, mission, and unit services.
• Define service planning processes, performance metrics, SLAs, and governance standards.
• Drive cost management, service level achievement, stakeholder satisfaction, and performance reporting.
• Collaborate with executives to align services with organizational priorities and investments.

Skills

IT Service Management

Service Governance

Stakeholder Management

Strategic Leadership

Education

Bachelor's Degree

Job description

Penn State University is seeking a Senior Director of IT Service Strategy to guide the transition to a service-optimized IT operating model. You will manage all Service Owners across Platform, Mission, and Unit portfolios to ensure consistent service and product management practices.

Reporting to the Deputy CIO, you will drive service excellence, foster a customer-focused culture, and partner with business and technology leaders to align services with institutional goals.