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 defined natural career progression within or between job profiles.

IT Service Management

The IT Service Management Manager provides strategic leadership for University IT Service Management (ITSM), overseeing the governance, processes, tools, and organizational practices that support the delivery of reliable, secure, accessible, and customer-focused technology services; leads a team of IT Service Managers and collaborates with University leadership, Penn State IT (PSIT), technical teams, vendors, and institutional stakeholders to establish service management standards, improve operational effectiveness, and ensure enterprise technology services support the University's academic, research, administrative, and outreach missions; develops, implements, and continually improves enterprise IT service management practices, including service portfolio management, service catalog management, service level management, incident, problem, change, knowledge, and continual improvement processes; establishes organizational performance metrics, governance frameworks, and reporting to improve service quality, operational maturity, customer experience, and business value.

• Lead IT Service Management (ITSM) programs and establish governance, policies, standards, and best practices for enterprise technology service delivery
• Supervise, mentor, develop, and evaluate IT Service Managers and other assigned staff; establish performance expectations, support professional development, and foster a culture of collaboration, accountability, innovation, and continuous improvement
• Develop and maintain the University's enterprise service portfolio, service catalog, and service management framework to ensure services remain aligned with institutional priorities and business needs
• Establish institutional standards for service lifecycle management, including service strategy, design, transition, operation, and continual improvement
• Develop, implement, and monitor enterprise service management processes consistent with ITIL and University governance standards, including incident, problem, change, knowledge, service request, and service level management
• Establish and monitor service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), customer experience measures, and operational metrics to evaluate service quality and performance
• Analyze enterprise service performance, customer feedback, operational trends, and service metrics to identify strategic opportunities for improving service reliability, efficiency, effectiveness, and customer satisfaction
• Partner with academic, research, administrative, and IT leadership to develop enterprise service strategies, prioritize technology investments, and establish multi-year service roadmaps
• Collaborate with enterprise architecture, cybersecurity, infrastructure, application development, and project management teams to ensure technology services align with institutional standards, security requirements, and long-term technology strategy
• Oversee service transition activities for new and enhanced enterprise services, ensuring operational readiness, support models, documentation, communications, and knowledge transfer are effectively implemented
• Lead institutional continual service improvement initiatives by identifying opportunities to modernize services, streamline operational processes, reduce risk, and improve service maturity
• Direct enterprise problem management activities by evaluating recurring issues, identifying root causes, and implementing long-term corrective actions that improve service stability and reduce operational disruptions
• Oversee vendor relationships supporting enterprise technology services, including contract performance, service delivery, licensing, renewals, procurement activities, and participation in Requests for Proposal (RFPs)
• Develop and administer operating and project budgets for the IT Service Management function; monitor expenditures, evaluate investments, and ensure effective stewardship of University resources
• Develop executive-level reports, dashboards, and presentations communicating service performance, operational risks, customer satisfaction, service maturity, and strategic initiatives
• Lead organizational communication strategies related to enterprise technology services, major incidents, planned maintenance, service enhancements, and operational changes
• Promote accessibility, cybersecurity, privacy, regulatory compliance, and inclusive technology practices throughout the service management lifecycle
• Monitor emerging technologies, higher education trends, and industry best practices to recommend innovations that enhance enterprise technology services and improve institutional effectiveness

Level:

– Principal Manager

Base Description:

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

Level Summary:

– Demonstrates awareness of broad issues and management trends. Applies exemplary management principles. Evaluates impact of policy and adjusts accordingly. Ensures appropriate skills are developed and maintained within team/unit. Realigns staff responsibilities to meet desired changes. Provides administrative and policy direction. Develops and articulates broad goals. Fosters collaboration between units. Engages in written and verbal communications that reach a university-wide and/or broad external audience. Develops and implements solutions to highly complex and often controversial problems.

Supervisory Responsibilities:

– Oversees teams of other supervisors/managers
– Leads a business unit

Fiscal Responsibilities:

– Plans, forecasts, develops, and/or approves budgets
– Typically has final signature authority for business unit

Problem Solving:

– Encounters highly varied and complex problems that may have a significant impact on multiple units and/or the University
– Regularly develops creative and/or novel approaches to resolve the most difficult problems
– Creates an environment that encourages imaginative solutions to problems

Independence of Action:

– Work results are not clearly defined and may be frequently changing
– Sets own goals and determines how to accomplish results with few or no guidelines to follow
– Oversees completed work of others and is accountable for unit results
– Delegates advanced tasks to others and provides guidance to team members

Communication and Collaboration:

– Communicates with both internal and external audiences
– May represent the University externally
– Collaborates closely with team members and other leaders across the University
– Communicates a compelling vision that inspires and motivates others

• Comp Grade – 17
• Minimum – $150,204.00
• MidPoint – $191,544.00
• Maximum – $232,776.00

• Access management
• Continuous improvement
• Information governance
• IT Communication
• IT Service Management
• Performance Management
• Process design
• Resource allocation
• Strategic thinking
• System design
• Technical development
• Technical support
• User experience