Strategic Leader, Shared Platform Service Delivery

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

Benefits offered by this job

75% tuition discount

Competitive benefits package

Job summary

Penn State University in University Park is seeking a Senior Director for Shared Platform Service Delivery to lead enterprise IT service operations across the platform portfolio. This role partners with SMO and service owners to drive ITSM governance, service performance and customer value, while guiding talent and resource planning to meet strategic objectives.

The successful candidate will balance operational discipline with strategic execution, foster accountability, and champion continuous

Qualifications

• Progressive leadership experience in IT operations, service delivery or related functions.
• Experience leading large, complex teams (20+ employees) with accountability for performance and outcomes.
• Experience overseeing enterprise platforms or shared technology services with service delivery responsibility.
• Proven success leading enterprise-scale IT service delivery and operations.
• Experience implementing ITSM practices, processes and governance.
• Ability to collaborate with senior leaders, stakeholders, and technical teams to meet objectives.
• Experience establishing performance metrics and driving continuous improvement initiatives.
• 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
• Drive cross-functional service coordination and operational excellence
• Oversee service workforce planning and resource alignment
• Lead the implementation and advancement of enterprise service management practices
• Ensure consistent adoption and execution of IT service management processes
• Lead customer experience, service adoption, and value realization efforts
• Oversee service communications and executive escalation for platform issues

Skills

Strategic Leadership

IT Operations

Service Delivery

Enterprise Platforms

ITSM

Stakeholder Management

Change Management

Cross-Functional Collaboration

Communication

Education

Bachelor’s Degree

Job description

Penn State University in University Park is seeking a Senior Director for Shared Platform Service Delivery to lead enterprise IT service operations across the platform portfolio. This role partners with SMO and service owners to drive ITSM governance, service performance and customer value, while guiding talent and resource planning to meet strategic objectives.

The successful candidate will balance operational discipline with strategic execution, foster accountability, and champion continuous