Manager of IT Service Governance

Manager of IT Service Governance

Interested candidates must apply to the Manager of IT Service Governance posting by visiting careers.paturnpike.com by March 2, 2026.

*This position may report to one of the Pennsylvania Turnpike Commission's offices: Central Office (Middletown), Eastern Regional Office (King of Prussia) or Western Regional Office (New Stanton).

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 565-mile system with over 205 million transactions annually. Together, we are building the highway of the future.

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:

• Hybrid Work - combination of remote and in-person reporting
• Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days

*Some options may require completion of probationary period.

The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.

Applicants must be currently authorized to work in the United States on a full-time basis. The Commission will not sponsor applicants for work visas.

Job Purpose and Summary

This position ensures the IT Asset Management (ITAM), IT Service Management (ITSM), and Enterprise Architecture (EA) creates a streamlined, strategic approach to managing IT resources and services. ITAM ensures that all hardware and software assets are accounted for, optimized, and compliant, providing a solid foundation for ITSM to deliver efficient and reliable services. Meanwhile, EA provides a high-level, strategic blueprint that aligns IT initiatives with business goals, ensuring that both ITAM and ITSM contribute to the overall vision of the organization. This role will oversee all three processes, ensuring seamless integration, promoting collaboration, reducing redundancy, and enhancing the efficiency and effectiveness of IT operations. The integrated approach will enable the organization to better manage its IT resources, deliver superior services, and achieve its strategic objectives.

Essential Functions & Responsibilities

Manages, plans, and organizes one or more technology and innovation units including supervision, performance management, delegation of work assignments, and review of work product.

Develops, maintains, and implements policies, standards, and procedures for program/project areas. Researches and evaluates emerging technology and industry developments for technology/software and recommends enhancements.

Develops project teams which include business owners, IT Leaders, consultants, and others to ensure the appropriate balance across projects. Collaborates with others to facilitate project/program kick-off meetings to communicate individual roles and project expectations. Resolves escalated conflicts/issues that arise within the team.

Manages, monitors, and advises on initiatives for alternative options, risks, costs vs. benefits, and potential impact to others.

Monitors project/program milestones and goals to identify and resolve any potential issues, disconnects, and/or defects that may disrupt the overall project/program. Manages the evaluation of lessons learned for continuous process improvement.

Ensures defects are logged and reported to all applicable parties, and unresolved issues have work-around solutions that are agreed upon with business users prior to production releases. Advises senior management of technical issues, trends, and potential risks that could have major impact on the PTC.

Leads the technology and innovation team roles in change management initiatives involved with the enterprise. Ensures frequent communication with stakeholders regarding the impact of the change. Serves as an advocate for the change and works to mitigate resistance.

Manages and participates in the development, execution and implementation of project/program budgeting and short-range/long-range goals/objectives, as well as the strategic, tactical, and operational plans for the IT Department. Analyzes data to identify, define and evaluate factors that could cause changes and discrepancies. Participates in business planning and strategy meetings. Ensures the planning and project/program prioritizations are communicated to all appropriate areas of the organization.

Develops relationships and maintains professional liaison with internal staff, external vendors, and service providers to ensure proper communication of project progress, risks, and results. Provides strategic consultation and ensures appropriate involvement in quality reviews. Conducts formal reviews upon project/program completion to confirm client acceptance and satisfaction.

Ensures applicable reporting and dashboards are available for senior leadership and other departmental staff.

Participates and represents the IT Department in trainings, seminars, and meetings; including, business planning and strategy meetings.

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned.

Qualifications

Ten (10) years of experience in information technology, project management, business analysis, business relationship management, solutions management, resource/budget management, or policy analysis;
OR
Six (6) years of experience in information technology, project management, business analysis, business relationship management, solutions management, resource/budget management, or policy analysis AND a bachelor’s degree in information technology, business administration, information systems, public administration, or related field.
Equivalent combination of education and/or experience may be accepted.

Competencies

Critical Thinking

Customer/Client Focused

Delegation Skills

Performance Management

Problem Solving/Analysis

Project Management

Quality Control

Resource Management

Strategic Thinking/Planning

Teamwork Orientation

Technical Capacity

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems involving reaching/grasping and repetitive motions. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.

Benefits

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.