Job Details

Pennsylvania State University
  • Position Number: 907331
  • Location: University Park, PA
  • Position Type: Manager
Assistant Senior Director, Enterprise Service ManagementPenn State Office of the Vice Provost for Information Technology (OVPIT) is in the process of transitioning to a functionally aligned organization. The unit Enterprise Infrastructure and Operations (EI&O) has recently been created as the vehicle to accomplish this objective. EI&O comprise six verticals: Enterprise Infrastructure (EI), Enterprise Software Engineering and Interfaces (ESEI), Enterprise Applications (EA), Enterprise Service Management (ESM), Engineering and Project Support (EPS) and Security Operations (SO). Staff for EI&O will be largely derived from these existing OVPIT subunits: Telecommunications and Network Services (TNS), Solutions and Services (SaS), Identity Services (IdS), Data Center Services (DCS) and Administrative Information Services (AIS).This position reports to the interim Senior Director, Enterprise Infrastructure and Operations (EI&O), and is the leader and manager of our consolidated Enterprise IT Service Management environment (plan, build and run).The assistant senior director of Enterprise IT Service Management (ESM) is responsible for the reliable, efficient, and secure operation of ITSM processes and functions both within EI&O and across IT. Current ITSM processes include incident, problem, change, knowledge, service catalog, and request fulfillment. Current ITSM functions include a central enterprise IT service desk, shared services and support environment, student support services, call center, user training and development, enterprise software management, administrative support, and the IT Service Management Office. ESM will support the ITSM processes and service support functions in collaboration with stakeholders in both central and distributed IT environments. The ability to collaborate and build consensus with diverse stakeholders and IT partners is essential.The assistant senior director is responsible for ESM lifecycle processes as well as customer and end user support and training functions in the context of a shared services and support environment. Additionally, she or he will be responsible for establishing long-term vision for the evolution of ESM to ensure shared processes and functions are developed and sustained in line with industry best practices and standards. Foci include standardization of shared service management processes, normalization of ITSM first and second line support functions across the university, and the efficient operation of a large-scale enterprise support function.Initially, the assistant senior director will be responsible for establishing the ESM organization. Staffing and associated organizational responsibilities will accrue as existing ITS subunits are transitioned into the functionally aligned EI&O. ESM will comprise between 100 and 140 full-time staff and 250 part-time student employees. The ability to harmonize diverse ITSM philosophies across a distributed IT environment in alignment with University strategy is critical. Key success factors include, meeting service level objectives, improving stakeholder/user satisfaction, implementation of consistent ITSM industry standards and best practices, and the creation of a shared services and support environment.The assistant senior director must encourage and foster the adoption of emerging technologies and techniques and have demonstrated experience implementing and managing organizational change management, and efforts to retrain and provide environments conducive to career planning and advancement.Other responsibilities include participating in the strategic and technology planning process and developing and executing plans to realize strategic objectives; developing relevant policies and procedures; developing, managing budgets and spending. The assistant senior director is expected to lead various groups within EI&O, the greater University and nationally. Typically requires a Bachelor's degree or higher plus twelve years of related experience, or an equivalent combination of education and experience. The successful candidate will have ten or more years of ITSM leadership experience, and have exposure to a range of ITSM solutions and tools. The ideal candidate will have demonstrated experience in most of these areas: ITSM process implementation and operations; large-scale ITSM support, managing enterprise training and development functions; managing student support services and call center functions; leading organizational change.Proven experience as leader and manager and an established commitment to customer service are required. Experience in both higher education and industry is highly preferred. How to Apply:Electronically submit a cover letter and resume to: Number: 67386Job Title: Assistant Senior Director, Enterprise Service Management Department: Enterprise Infrastructure and Operations (EI&O)Location: University Park CampusIf you are unable to use the online application process due to an impairment or disability, please contact the Recruitment and Compensation Division at vacancy@psu.eduor 814-865-1387.The UniversityTwenty-four campuses; 26,000 faculty and staff; 100,000 students; a teaching hospital that provides care to more than a million patients a year; a world-class faculty that includes 26 members of the National Academies; over $800 million in annual research expenditures; a top-rated online World Campus; over one-half million active alumni; and the largest student-run philanthropic organization on the planet. These are all part of what makes Penn State… Penn State.AboutThe Pennsylvania State University (Penn State) is a multi-campus public research university that educates students from Pennsylvania, the nation and the world, and improves the lives of individuals and communities through integrated programs of teaching, research, and service. The University's 2015-2016 total operating budget is $4.9 billion.Penn State's instructional mission includes undergraduate, graduate, professional, and continuing education offered through both resident instruction and online delivery. Its educational programs are enriched by the cutting edge knowledge, diversity, and creativity of its faculty, students, and staff.Its research, scholarship, and creative activity promote human, technological and economic development, global understanding, and progress in professional practice through the expansion of knowledge and its applications in the natural, social and engineering sciences, arts and humanities, and the professions.As Pennsylvania's land-grant university, Penn State provides unparalleled access and public service to support the citizens of the Commonwealth. The University engages in collaborative activities with industrial, educational, health care and agricultural partners here and abroad to generate, disseminate, integrate, and apply knowledge that is valuable to society.For more information regarding Penn State, visit of Life:State College is located in the geographical center of Pennsylvania, an area of unsurpassed scenic beauty. Central Pennsylvania has excellent public schools, affordable housing, and a rich cultural life. The university community, cultural activities and BigTen athletics make StateCollege a very attractive place to live. Major metropolitan areas like Philadelphia, Pittsburgh, Washington D.C., and New York are within a four-hour drive.CAMPUS SECURITY CRIME STATISTICS: For more about safety at Penn State, and to review the Annual Security Report which contains information about crime statistics and other safety and security matters, please go to, which will also provide you with detail on how to request a hard copy of the Annual Security Report.??Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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