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 Manager is responsible for the lifecycle management, operational performance, governance, and continual improvement of one or more enterprise technology services that support the University's academic, research, administrative, and outreach missions; serves as the service manager and leads the day-to-day work of cross-functional service teams within a matrixed organization, establishing clear priorities, work and capacity visibility, service commitments, performance measures, risk management, and continual improvement practices; collaborates with technical teams, business stakeholders, vendors, Service Owners, Capability Managers, and University leadership to ensure services are reliable, secure, accessible, cost-effective, and aligned with institutional priorities; develops and maintains service strategies, service roadmaps, service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs), with primary accountability for near-term service delivery and performance while supporting the longer-term direction and investment priorities established by the Service Owner; ensures services comply with University policies, security standards, accessibility requirements, and applicable regulatory obligations.

• Serve as the service manager for one or more enterprise technology services, ensuring services meet established performance, availability, security, accessibility, and customer experience expectations
• Lead the day-to-day work of cross-functional teams supporting assigned services by organizing and prioritizing work, assigning tasks, providing direction, tracking commitments, and ensuring service expectations are met
• Develop, maintain, and communicate service strategies, roadmaps, service catalogs, and lifecycle plans in alignment with University priorities and the direction established by the Service Owner
• Establish, monitor, and report on service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and operational metrics to evaluate service performance and effectiveness
• Collaborate with academic, research, administrative, and IT stakeholders to identify service requirements, prioritize enhancements, resolve service issues, and ensure technology services support institutional goals
• Coordinate service transition activities for new or enhanced services, including readiness planning, operational support, documentation, communication, and knowledge transfer
• Analyze service performance, customer feedback, incident trends, and operational metrics to identify risks, address service deficiencies, improve operational efficiency, and support continual service improvement
• Partner with technical support teams to oversee incident, problem, change, and request management processes; facilitate timely resolution of service issues while minimizing operational risk and disruption
• Coordinate problem management activities by identifying recurring issues, facilitating root cause analysis, and implementing corrective actions to improve service stability and performance
• Collaborate with enterprise architecture, cybersecurity, infrastructure, and application teams to ensure services align with University technology standards, security requirements, and architectural principles
• Evaluate, prioritize, coordinate, and implement service enhancements, upgrades, integrations, and technology lifecycle activities based on service requirements, performance, risk, and available resources
• Develop business cases and recommendations for service investments, modernization efforts, and technology improvements; provide input to the Service Owner regarding longer-term service roadmaps and investment priorities
• Manage vendor relationships, software licensing, maintenance agreements, and third-party service providers; participate in procurement activities, contract evaluations, and request for proposal (RFP) processes
• Develop and maintain service documentation, operational procedures, knowledge base articles, and user support resources
• Coordinate communication and change management activities for planned maintenance, service enhancements, outages, and technology initiatives
• Monitor emerging technologies, industry trends, higher education practices, and IT service management frameworks to identify opportunities for service improvement and innovation
• Develop and deliver training, workshops, and educational resources that promote effective adoption and utilization of enterprise technology services
• Provide substantive input to Capability Managers regarding the performance and development of employees assigned to the service based on direct observation of work quality, technical performance, collaboration, contributions, and ability to meet service commitments
• May supervise staff members, including hiring, development, and performance management

Level:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

• Comp Grade – 11
• Minimum – $72,300.00
• MidPoint – $90,312.00
• Maximum – $108,444.00

• Access management
• Conflict Resolution
• Enterprise information systems
• Information governance
• Performance Management
• Process design
• Process management
• Resource management
• Strategic thinking
• Technical development
• Technical documentation
• Technical support
• User experience