Senior Director of Unit Services

The Applied Research Laboratory at Penn State University; Ferguson Township (PA); Hybrid; USD 150,000 - 233,000; Full time

Benefits offered by this job

Hybrid work model

75% tuition discount

Job summary

The Applied Research Laboratory at Penn State University seeks an experienced Senior Director of Unit Services to lead a portfolio of IT service delivery teams supporting academic, administrative, and campus units. The role emphasizes governance, strategic alignment, and operational excellence across consulting, solutions, and deskside support.

Candidates should bring a strong ITSM background, 10+ years of relevant experience, and 5+ years of supervisory leadership to drive performance,

Qualifications

• Bachelor's Degree and extensive leadership in IT service delivery environments.
• Experience leading large, cross-functional teams across distributed campuses.
• Strong track record aligning technology services with academic/operational priorities.

Responsibilities

• Provide strategic governance for IT service delivery across consulting, solutions, deskside support and service management.
• Lead IT consulting and advisory services with academic and administrative partners.
• Oversee unit-focused technology solutions ensuring enterprise alignment and security.
• Direct deskside support to maintain high end-user satisfaction and reliability.
• Coordinate with Mission and Platform leaders to align services with university priorities.

Skills

IT service delivery

IT operations

ITSM

Leadership

Cross-functional collaboration

Strategic planning

Performance measurement

Mentoring & development

Education

Bachelor's Degree

10+ years of relevant experience

5+ years supervisory experience

Job description

POSITION SPECIFICS

As part of the PennState 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. PennState is seeking an experienced, strategic, and collaborative leader to serve as the Senior Director of Unit Services. PennState University seeks aSenior Director, Unit Services to lead a strategically critical portfolio of IT service delivery teams that ensures the unique needs of academic, administrative and campus units are met while maintaining operational excellence. This role oversees four integrated capability areas—IT Consulting, Unit Solutions, Deskside Support, and Unit Service Delivery and partners closely with peers leading the Mission and Platform portfolios to orchestrate a unified technology operating model aligned with the university's academic and operational mission.

RESPONSIBILITIES

Provide strategic leadership and governance for service delivery by aligning IT consulting, solution delivery, support, and service management functions with institutional priorities; establishing clear accountability and decision-making frameworks; driving outcome-based performance measures; and partnering with governance leaders to ensure coordinated, effective, and transparent technology services across the University.

Lead IT consulting and advisory services by partnering with academic and administrative leaders to identify business needs, develop technology solutions, and ensure technology investments support strategic and operational objectives.

Oversee unit-focused technology solutions and services by ensuring solutions meet local business needs while aligning with enterprise standards, governance, security requirements, and long-term operational sustainability.

Lead deskside support operations by ensuring high-quality, responsive, and reliable end-user support services, monitoring performance through key service metrics, and driving continuous improvement to enhance user satisfaction and operational effectiveness.

Drive cross-portfolio coordination and strategic alignment by partnering with Mission and Platform leaders to ensure seamless service delivery, eliminate duplication, and align technology services and solutions with the University's strategic priorities.

Lead and develop high-performing teams by mentoring talent, building leadership capabilities, and fostering a culture of continuous learning, growth, and adaptability.

QUALIFICATIONS

Qualified candidates will demonstrate strength across several of the following areas: Progressive leadership experience in IT service delivery, IT operations, customer support, consulting, technology solutions, or related functions. Demonstrated success leading large, cross-functional, and geographically distributed teams in a complex organizational environment. Experience partnering with senior leaders and stakeholders to align technology services with business, academic, or operational priorities. Proven ability to develop and execute service delivery strategies that improve customer experience, operational performance, and organizational outcomes. Experience leading end-user support, consulting, solution delivery, or service management functions with accountability for service quality and performance. Strong understanding of IT service management (ITSM), service operations, governance, and continuous improvement practices. Experience balancing local customer needs with enterprise technology standards, security requirements, and governance frameworks. Exceptional communication, collaboration, and relationship-building skills, with the ability to influence and lead through partnerships. Demonstrated success building, mentoring, and developing high-performing teams and cultivating a culture of accountability, innovation, and continuous learning. Strong analytical, organizational, and problem-solving skills, with the ability to use metrics and data to drive decision-making and operational improvements.

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

These positions follow 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.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

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 814-865-1473. 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.