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:

– Senior Manager

Base Description:

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

Level Summary:

– Demonstrates advanced skills in critical functions related to unit's success. Demonstrates advanced knowledge of emerging technologies and processes. Monitors completed work of others to ensure effectiveness and adherence to requirements. Sets clear expectations and holds team accountable. Establishes a shared team/unit vision. Demonstrates ability to evaluate and enhance team/unit practices that promote a strong commitment to inclusionary practices. Coaches others using appropriate strategies. Demonstrates diplomacy. Demonstrates ability to serve as liaison between senior-level management and staff. Resolves complex, controversial, or unprecedented issues and problems.

Supervisory Responsibilities:

– Oversees large team or teams of individual contributors and/or supervisors/managers
– Leads a department or functional area

Fiscal Responsibilities:

– Monitors and tracks large budgets
– Plans, forecasts, and/or develops budgets
– May approve budgets for specific area
– Typically has final signature authority for specific area

Problem Solving:

– Encounters highly varied and complex problems that impacts the team and possibly the unit
– Develops creative and/or novel approaches to resolve problems that are difficult in nature
– Independently resolves complex and/or unprecedented issues and problems

Independence of Action:

– Work results are not clearly defined
– Generally sets own goals and determines how to accomplish results with few or no guidelines to follow
– Monitors completed work of others to ensure soundness of approach, effectiveness of meeting requirements, the feasibility of recommendations and adherences to requirements
– Delegates more 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
– Fosters collaboration between units and engages others' coordinated efforts to reach desired outcomes with broad scope

• Comp Grade – 14
• Minimum – $102,936.00
• MidPoint – $128,688.00
• Maximum – $154,452.00