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:

– 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 – $141,700.00
• MidPoint – $180,700.00
• Maximum – $219,600.00