POSITION SPECIFICSAs 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.
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.
QUALIFICATIONS Qualified candidates will demonstrate strength across several of the following areas:
- 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.
MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONSBachelor's Degree10+ years of relevant experience, includes 5+ years of supervisory experience; or an equivalent combination of education and experience acceptedRequired Certifications:None
LOCATION These positions follow a hybrid work model with some remote work flexibility. A weekly on-site presence at the University Park campus will be required. Occasional travel to Commonwealth Campuses and other Penn State locations may be required.
BACKGROUND CHECKS/CLEARANCESEmployment with the University will require successful completion of background check(s) in accordance with University policies.
Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.
SALARY & BENEFITSThe salary range for this position, including all possible grades, is $150,204.00 - $232,776.00.
Salary Structure - Information on Penn State's salary structure
Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.
CAMPUS SECURITY CRIME STATISTICSPursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.
