Strategic Leader, Shared Platform Service Delivery

Pennsylvania State University

State College (Centre County)

Hybrid

USD 150,000 - 233,000

Full time

11 days ago

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Benefits offered by this job

75% tuition discount

Retirement plans

Paid time off

Job summary

Pennsylvania State University seeks a Senior Director, Shared Platform Service Delivery to lead enterprise IT service delivery across the Shared Platform portfolio. You will partner with the SMO and Service Owners to drive governance, metrics, and continuous improvement, aligning talent with service needs and delivering measurable business value.

The role emphasizes customer-focused leadership, operational excellence, and strategic execution to enable the university's mission.

Qualifications

Bachelor's degree with 10+ years of relevant IT leadership experience.
5+ years of supervisory experience.
Experience in higher education or decentralized environments preferred.
Experience with ITSM practices and governance.

Responsibilities

Lead service delivery operations across the Platform portfolio with strategic oversight of Service Managers.
Drive cross-functional service coordination and operational excellence across organizational boundaries.
Oversee service workforce planning and resource alignment to meet objectives.
Lead implementation and advancement of enterprise service management practices with the SMO.
Ensure consistent adoption and execution of IT service management processes across teams.
Lead customer experience, service adoption, and value realization efforts using stakeholder insights.
Oversee service communications and act as executive escalation point for critical platform issues.