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:

– Principal Professional

Base Description:

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

Level Summary:

– Displays mastery of defined skill areas/applications, principles, theories and practices. Evaluates and enhances existing practices. Recognizes emerging trends in area of expertise. Works independently on complex or strategic assignments. Directs and delegates appropriate tasks to others. Implements strategies to ensure achievement of initiatives. Prepares written and/or verbal presentations or proposals on complex issues and deliver to broad audiences. Identifies and implements innovative solutions to important, highly complex strategic and/or operational issues.

Supervisory Responsibilities:

– Indirect supervisor 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:

– Validates and pays invoices
– Monitors and tracks budgets and funding
– May plan and forecast budgets

Problem Solving:

– Encounters complex and novel problems
– Applies policies, practices, specialized knowledge, and skills to resolve problems
– Understands benefits, limitations, and impact of potential solutions
– Anticipates potential problems and recommends possible solutions within general guidelines

Independence of Action:

– Works independently on complex or strategic assignments
– Uses existing practices as guidelines as well as working knowledge to determine specific work methods
– Carries out work activities independently, with supervisor available to resolve problems
– Reviews work of others to verify technical soundness

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and area leads across the University
– Prepares written and/or verbal presentations or proposals on complex issues and delivers to a broad variety of audiences
– Establishes and maintains networks to facilitate successful communication among units

• Comp Grade – 16
• Minimum – $130,596.00
• MidPoint – $166,536.00
• Maximum – $202,464.00