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:

– 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 – 16
• Minimum – $123,200.00
• MidPoint – $157,100.00
• Maximum – $191,000.00