Senior Director of IT Service Strategy

POSITION SPECIFICS

As part of the Penn State IT's Optimized Service Team project, IT is implementing a new operating model designed to enhance service delivery, operational efficiency and collaboration across the university. Penn State is seeking an experienced, strategic, and collaborative leader to serve as the Senior Director of IT Service Strategy. The Senior Director of IT Service Strategy will lead Penn State's transition to a service-optimized IT operating model by directly managing all Service Owners across the institution.

Reporting to the Deputy CIO, this position directly oversees all Service Owners across the Platform, Mission, and Unit portfolios, ensuring consistent service and product management practices institution-wide. The role is responsible for developing service ownership capabilities, driving operational service excellence, and fostering a customer-focused culture centered on delivering business and institutional outcomes.

Lead and develop the Service Owner function by managing Service Owners across enterprise, mission, and unit-focused services; establishing consistent operating practices; and building the skills and capabilities needed to deliver high-quality service outcomes. Establish and govern enterprise service management practices by defining service planning processes, performance measures, service level expectations, and governance standards that support consistent and effective service delivery across all portfolios.

Drive service portfolio performance and accountability by setting expectations for cost management, service level achievement, stakeholder satisfaction, and performance reporting; monitoring results; and leading continuous improvement initiatives. Support service strategy and value realization by partnering with Service Owners to develop service business plans, value propositions, service level commitments, and market-informed assessments that strengthen service offerings and align them with organizational needs.

Identify and optimize cross-portfolio service opportunities by evaluating service dependencies, reducing duplication, promoting shared solutions, and aligning services to maximize efficiency, scalability, and institutional value. Partner with business and technology leaders to align services with evolving organizational needs and provide operational, financial, and performance insights that support service planning, governance, and investment decisions.

Qualified candidates will demonstrate strength across several of the following areas:
Progressive leadership experience in IT service management, service delivery, portfolio management, product management, IT operations, or related disciplines. Demonstrated success leading and developing high-performing teams, including experience coaching leaders and establishing consistent operating practices across a complex organization. Strong understanding of IT service management (ITSM), service governance, service portfolio management, service lifecycle management, and continuous improvement methodologies. Experience establishing performance metrics, service level commitments, and accountability frameworks that drive operational excellence and business outcomes.

Proven ability to develop service strategies, business plans, value propositions, and investment recommendations that align technology services with organizational priorities. Experience evaluating service performance, costs, utilization, customer satisfaction, and market competitiveness to inform strategic decision-making. Demonstrated success leading cross-functional initiatives and influencing outcomes across multiple stakeholder groups without direct authority. Experience working with governance processes, portfolio management practices, and organizational decision-making frameworks.

Exceptional communication, relationship-building, and stakeholder management skills, with the ability to engage effectively with executive leaders, technical teams, and business partners. Strong analytical, financial, and problem-solving skills, including the ability to interpret performance and operational data to drive service improvements and investment decisions.

Bachelor's Degree 10+ years of relevant experience, includes 5+ years of supervisory experience; or an equivalent combination of education and experience accepted. Required

Certifications:

None.

This position follows a hybrid…