Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

IT Service Management

IT Service Management Managers are responsible for the overall development, support, and maintenance of the IT service performance management process; analyze, review and measure service level performance against agreed upon service level agreements (SLAs); establish, implement, and enforce standards, procedures, and service levels; create and maintain the IT service catalogue; collaborate in defining the proper metrics and key performance indicators (KPIs) in evaluating service delivery quality and performance levels; evaluate and define strategies for improving processes and procedures; develop and implement changes and improvements.

• Oversee and coordinate the adoption of mission critical IT service management operations across the University to support and enhance research, teaching and learning, service, and to streamline administrative processes
• Ensure high availability and performance of enterprise level services aimed at improving value and efficiency, reducing risk, and increasing customer satisfaction
• Identify and define services offered; revise offerings to reflect changing business needs
• Plan and oversee operational support for services, including identifying business requirements, project planning and organizing, negotiating allocation of resources, and defining and communicating service milestones and service level agreements
• Work with stakeholders to develop and communicate service roadmaps with while ensuring the service is aligned with the University's vision and mission
• Manage, evaluate, plan, and implement integrations with current and future enterprise systems
• Collaborate with organizational stakeholders to develop performance standards and KPIs in support of established SLAs
• Measure service performance and develop and implement strategies to improve process and cost effectiveness
• Oversee the review and response of the incident queue daily to ensure incidents are addressed as per the SLAs
• Ensure support resources such as knowledge base articles (KBA) are implemented, reviewed, and revised on a continuous basis
• Develop and drive continuous improvement initiatives related to IT service delivery; advocate for new technologies to increase efficiency and enhance the academic experience
• Develop and review budgets to support services and ensure they comply with stated goals, guidelines, and objectives
• Plan and oversee communication plans that reach a wide range of audiences; serve as a highly visible face of enterprise scale services
• Lead staff members, including hiring, development, and performance management

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 – 15
• Minimum – $109,300.00
• MidPoint – $136,600.00
• Maximum – $164,000.00