IT Service Strategy Leader — Enterprise Optimization

Penn State University; State College (Centre County); On-site; USD 180,000 - 230,000; Full time

Job summary

Penn State University in University Park seeks a Senior Director of IT Service Strategy to lead the transition to a service-optimized IT operating model, oversee Service Owners across Platform, Mission, and Unit portfolios, and report to the Deputy CIO.

The role focuses on developing service ownership capabilities, driving operational excellence, and fostering a customer-focused culture aligned with university outcomes.

Qualifications

• Progressive leadership in IT service management and portfolio management.
• Experience coaching leaders and establishing consistent operating practices across a complex organization.
• Strong understanding of ITSM, service governance, and lifecycle management.

Responsibilities

• Lead and develop the Service Owner function across enterprise, mission, and unit-focused services; establish consistent operating practices; build skills to deliver high-quality service outcomes.
• Establish and govern enterprise service management practices with defined service planning, performance measures, SLAs, and governance standards.
• Drive service portfolio performance by setting cost management expectations, SLA achievement, stakeholder satisfaction, and reporting; lead continuous improvement.
• Partner with Service Owners to develop service business plans, value propositions, SLAs, and market-informed assessments.
• Identify and optimize cross-portfolio service opportunities; promote shared solutions and align services for efficiency and value.
• Collaborate with business and technology leaders to align services with evolving needs and provide insights for governance and investment decisions.

Skills

IT service management

Portfolio management

Leadership

Stakeholder management

Communication

Financial acumen

Job description

Penn State University in University Park seeks a Senior Director of IT Service Strategy to lead the transition to a service-optimized IT operating model, oversee Service Owners across Platform, Mission, and Unit portfolios, and report to the Deputy CIO.

The role focuses on developing service ownership capabilities, driving operational excellence, and fostering a customer-focused culture aligned with university outcomes.