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 Service Owner is accountable for the overall strategy, development, performance, lifecycle, cost, security, and value of one or more enterprise IT services that support the University's academic, research, administrative, and outreach missions; establishes service vision, governance, performance standards, investment priorities, and service levels and ensures services align with University priorities and stakeholder needs; provides end-to-end accountability across service strategy, design, transition, operation, and continual improvement, regardless of where underlying technology, processes, or delivery staff reside; collaborates with IT leaders, Service Managers, Capability Managers, IT Strategic Partners, business stakeholders, vendors, and University leadership to ensure services are reliable, secure, accessible, cost-effective, and responsive to customer needs; establishes service offerings, catalogs, roadmaps, service level agreements (SLAs), operational level agreements (OLAs), performance measures, and continual improvement strategies and provides strategic direction for service development, integration, modernization, sourcing, and lifecycle management.

• Establish the vision, strategy, governance, and long-term direction for assigned enterprise IT services in alignment with University priorities and IT strategy
• Define and maintain service offerings within the IT service catalog; establish criteria for service enhancement, consolidation, and retirement
• Develop and communicate multi-year service roadmaps for service development, modernization, integration, and lifecycle management
• Establish and enforce service standards, procedures, service levels, and governance practices
• Develop and maintain SLAs, OLAs, performance standards, KPIs, and business-value measures in collaboration with stakeholders
• Analyze service performance against established SLAs, KPIs, and operational objectives; identify risks, deficiencies, cost drivers, and improvement opportunities
• Oversee service delivery and provide direction to Service Managers and supporting teams to ensure service commitments and performance expectations are met
• Plan and oversee operational support, including business requirements, resource needs, capacity, service milestones, and transition requirements
• Establish availability, capacity, security, disaster recovery, and business continuity requirements appropriate to service criticality
• Oversee incident, problem, change, and request management practices; serve as an escalation point for significant service issues and major incidents
• Ensure service documentation, knowledge resources, service catalog entries, request forms, and other support materials are maintained and improved
• Drive continual service improvement initiatives that enhance service quality, efficiency, cost effectiveness, and customer experience
• Evaluate emerging technologies, industry practices, and service delivery alternatives; recommend sourcing and modernization strategies
• Oversee integrations with current and future enterprise systems to ensure interoperability, security, sustainability, and alignment with enterprise architecture
• Ensure assigned services comply with enterprise architecture, technology, cybersecurity, accessibility, and regulatory standards; coordinate exceptions as appropriate
• Develop business cases and recommendations for service enhancements, modernization, investments, sourcing, and lifecycle activities
• May develop and oversee service budgets and financial plans; monitor expenditures, forecast variances, and identify cost-effectiveness opportunities
• May administer cost-recovery or rate-setting activities and develop funding proposals for new or expanded service investments
• Coordinate resources for service development, operations, and improvement; establish work priorities, identify capacity constraints, and escalate resource needs
• Manage strategic relationships with vendors and external service providers; monitor performance and participate in procurement, contract, licensing, renewal, and evaluation activities
• Develop and oversee communication plans for service changes, major initiatives, maintenance, outages, and enhancements; serve as a visible representative for enterprise-scale services
• Partner with IT Strategic Partners and University stakeholders to understand demand, gather feedback, support adoption, and align service priorities
• Engage stakeholders in establishing service performance targets and business-value measures; report performance and use data and feedback to inform improvements
• Establish and oversee service risk management practices, including identification, documentation, mitigation, and escalation of operational, financial, security, and technology risks
• Serve as the point of contact for assigned services during compliance reviews and audits; ensure requirements and corrective actions are addressed
• Provide input into the performance evaluation of Service Managers and other delivery staff based on their contributions to assigned services and in accordance with University policies
• Partner with Service Managers and Capability Managers to ensure delivery teams have the skills, capacity, and resources needed to support assigned services; identify and escalate capability gaps

Level:

– Advanced Professional

Base Description:

– Completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas/applications. Applies knowledge of principles, practices, and procedures of a particular field to decision-making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– Indirect supervisor or mentor for other full–time employees
– May serve as direct supervisor for part–time, student, and/or temporary workers, volunteers, or a full–time employee

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets and funding

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems, with supervisor oversight
– Researches and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– Follows precedents and procedures
– May set priorities and organize work within general guidelines established by supervisor

Communication and Collaboration:

– Communicates internally and externally within working unit and the University
– May communicate with external audiences for business purposes
– Promotes open communication in a manner that builds relationships among team members
– Applies appropriate strategies for managing conflict; negotiate reasonable compromises; propose and evaluate possible solutions
– Interprets and communicates information, ideas and instructions clearly, accurately and persuasively both verbally and in written materials intended for distribution

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