Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.
Missing levels within the leveling matrix can be added based on business need.

The IT Capability Manager provides leadership and oversight for a functional capability, service area, or team within the IT organization; is primarily responsible for people leadership, operational effectiveness, and continuous improvement; establishes priorities, allocates resources, develops staff, monitors performance, and ensures services are delivered effectively and in accordance with organizational standards and expectations; works collaboratively with stakeholders to understand service needs, establish priorities, escalate issues, and identify opportunities to improve processes, tools, documentation, and service delivery.

• Manage staff members, including hiring, onboarding, development, coaching, and performance management
• Establish priorities, assign work, and oversee scheduling, workload distribution, and work quality for staff
• Ensure work is prioritized and completed in accordance with established service levels and organizational expectations
• Establish and manage escalation procedures to ensure complex, sensitive, or unresolved issues receive appropriate attention and timely resolution
• Provide guidance to staff and end users regarding organizational policies, procedures, service expectations, and available resources
• Mentor and develop staff and promote consistent application of organizational standards, practices, policies, and procedures
• Develop, implement, and continuously improve processes, procedures, workflows, and service practices to improve efficiency, quality, and customer experience
• Oversee development and delivery of user training and other resources that promote effective use of technology and services
• Review, update, and maintain documentation to ensure processes, procedures, workflows, training materials, and other operational resources remain accurate and current
• Oversee development and maintenance of knowledge-base articles, reference materials, white papers, and other resources that support issue resolution and self-service
• Monitor operational activity, service performance, workload, and trends; prepare reports and provide updates and recommendations to leadership, service owners, and service managers
• Analyze service and operational data to identify performance issues, resource needs, process improvements, and opportunities to enhance service delivery
• Lead internal projects and/or project teams related to service delivery, process improvement, technology implementation, organizational initiatives, or other assigned priorities
• Collaborate with stakeholders across the organization to understand business needs, coordinate service delivery, and resolve operational issues
• Establish standards, best practices, and resource planning for the assigned capability or service area and recommend solutions consistent with university standards and priorities
• Communicate organizational priorities, changes, and expectations to staff and facilitate implementation within the assigned capability
• Ensure appropriate controls, standards, procedures, and practices are followed within the assigned capability

Level:

– Manager

Base Description:

– Manages direct reports where primary duty is the management of a working unit.

Level Summary:

– Demonstrates proficient ability in work design, project management, financial planning and development of goals for accomplishing unit assignments. Reviews and guides work to ensure conformity to policy and effective approaches. Evaluates employee performance and recommend development opportunities. Demonstrates ability to coach employees. Presents and communicates key university indicatives and connects it to unit contributions. Provides broad guidelines. Develops, evaluates, enhances, and/or implements quality improvement practices. Recommends innovative solutions.

Supervisory Responsibilities:

– Oversees a team (typically 4 or more; no fewer than 2) full
– time direct reports of individual contributors and/or first level supervisors.

Fiscal Responsibilities:

– Monitors and tracks department/area budget
– May plan, forecast, and/or assist in developing budgets
– May have final signature authority for specific area

Problem Solving:

– Encounters varied and complex problems
– Helps to develop creative and/or novel approaches to resolve problems that are difficult in nature but within limited scope
– Modifies, adapts, or refines guidelines if necessary to resolve issues or problems

Independence of Action:

– Works independently on complex or strategic assignments
– Uses existing practices and advanced working knowledge to determine appropriate work methods for the team
– Reviews completed work of others for conformity to policy, and effectiveness of approach
– Delegates advanced tasks to others

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and various areas across the University
– Prepares written and/or verbal presentations or proposals on complex issues and delivers to a broad variety of audiences
– Communicates key university initiatives and how unit’s work contributes to their achievement
– Presents ideas, concepts and instructions in a clear manner, and uses persuasion and negotiation to build consensus and cooperation
– Establishes and maintains networks to facilitate successful communication among units

• Comp Grade – 12
• Minimum – $81,312.00
• MidPoint – $101,664.00
• Maximum – $122,016.00