Senior Director of Unit Services
About The Position
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 Unit Services. Penn State University seeks a Senior Director, Unit Services to lead a strategically critical portfolio of IT service delivery teams that ensures the unique needs of academic, administrative and campus units are met while maintaining operational excellence. This role oversees four integrated capability areas—IT Consulting, Unit Solutions, Deskside Support, and Unit Service Delivery—and partners closely with peers leading the Mission and Platform portfolios to orchestrate a unified technology operating model aligned with the university's academic and operational mission.
Requirements
- Progressive leadership experience in IT service delivery, IT operations, customer support, consulting, technology solutions, or related functions.
- Demonstrated success leading large, cross-functional, and geographically distributed teams in a complex organizational environment.
- Experience partnering with senior leaders and stakeholders to align technology services with business, academic, or operational priorities.
- Proven ability to develop and execute service delivery strategies that improve customer experience, operational performance, and organizational outcomes.
- Experience leading end-user support, consulting, solution delivery, or service management functions with accountability for service quality and performance.
- Strong understanding of IT service management (ITSM), service operations, governance, and continuous improvement practices.
- Experience balancing local customer needs with enterprise technology standards, security requirements, and governance frameworks.
- Exceptional communication, collaboration, and relationship-building skills, with the ability to influence and lead through partnerships.
- Demonstrated success building, mentoring, and developing high-performing teams and cultivating a culture of accountability, innovation, and continuous learning.
- Strong analytical, organizational, and problem-solving skills, with the ability to use metrics and data to drive decision-making and operational improvements.
- Bachelor's Degree
- 10+ years of relevant experience, includes 5+ years of supervisory experience; or an equivalent combination of education and experience accepted
Responsibilities
- Provide strategic leadership and governance for service delivery by aligning IT consulting, solution delivery, support, and service management functions with institutional priorities; establishing clear accountability and decision-making frameworks; driving outcome-based performance measures; and partnering with governance leaders to ensure coordinated, effective, and transparent technology services across the University.
- Lead IT consulting and advisory services by partnering with academic and administrative leaders to identify business needs, develop technology solutions, and ensure technology investments support strategic and operational objectives.
- Oversee unit-focused technology solutions and services by ensuring solutions meet local business needs while aligning with enterprise standards, governance, security requirements, and long-term operational sustainability.
- Lead deskside support operations by ensuring high-quality, responsive, and reliable end-user support services, monitoring performance through key service metrics, and driving continuous improvement to enhance user satisfaction and operational effectiveness.
- Drive cross-portfolio coordination and strategic alignment by partnering with Mission and Platform leaders to ensure seamless service delivery, eliminate duplication, and align technology services and solutions with the University's strategic priorities.
- Lead and develop high-performing teams by mentoring talent, building leadership capabilities, and fostering a culture of continuous learning, growth, and adaptability.
Benefits
- comprehensive medical, dental, and vision coverage
- robust retirement plans
- substantial paid time off which includes holidays, vacation and sick time
- 75% tuition discount, available to employees as well as eligible spouses and children
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What This Job Offers
Job Type
Full-time
Career Level
Senior
