Senior Director, Shared Platform Service Delivery

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

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

POSITION SPECIFICS

As part of the Penn State 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. Penn State is seeking an experienced, strategic, and collaborative leader to serve as the Senior Director, Shared Platform Service Delivery.

The Senior Director, Shared Platform Service Delivery provides executive leadership for the operational delivery of enterprise IT services across the Shared Platform portfolio. This role is accountable for leading Service Managers, driving operational excellence, enhancing customer experience, and ensuring the consistent delivery of reliable, secure, and high-quality IT services that enable the University's mission.

The position partners closely with the Service Management Office (SMO) to implement and continuously improve enterprise service management practices, standards, metrics, and operational processes. The role also works closely with Service Owners to support service roadmaps, service performance objectives, and new service capabilities, ensuring consistent adoption and execution across the Shared Platform portfolio. In collaboration with the Senior Director, Capability Teams, this leader aligns talent and resource planning with service needs and establishes priorities, operational focus, and near‑term delivery objectives across the portfolio.

The successful candidate will be a customer‑focused leader who can balance operational excellence with strategic execution while fostering a culture of accountability, continuous improvement, and service‑oriented delivery.

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.

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.

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

This position follows 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.

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