Service Owner

Job Description (JD)

Position: Service Owner (Part-Time)

Client: Government of Alberta (GoA) – Service Alberta and Red Tape Reduction

Location: Edmonton, Alberta (Hybrid)

Duration: Contract (Extension possible up to 36 months)

Hours: 20 Hours/Week (Part-Time)

Position Overview

The Government of Alberta is seeking an experienced Service Owner to oversee and improve government service delivery. This role combines service management, vendor management, contract administration, procurement, compliance oversight, and Agile service delivery.

The Service Owner will work directly with business stakeholders, vendors, and delivery teams to ensure services are aligned with government policies, security standards, compliance requirements, and user needs. The successful candidate will be responsible for managing service performance, contracts, RFPs, vendor relationships, and continuous improvement initiatives.

Requirements

Key Responsibilities

Service Delivery & Governance

• Own the full lifecycle of service delivery.
  
• Define service vision, priorities, and desired outcomes.
  
• Ensure alignment with government policies, security requirements, and user needs.
  
• Identify risks, constraints, and improvement opportunities.
  
• Lead continuous service improvement and optimization initiatives.
  

Contract & Vendor Management

• Manage the complete lifecycle of contracts and Statements of Work (SOWs), including:
  • Amendments
    
  • Renewals
    
  • Extensions
    
  • Expirations
    
• Oversee multiple vendors and ensure delivery commitments are met.
  
• Track vendor performance and enforce corrective actions when necessary.
  
• Identify cost-saving opportunities and maximize vendor value.
  

Procurement & RFP Management

• Lead end-to-end procurement and RFP processes:
  • Requirements gathering
    
  • Stakeholder engagement
    
  • Evaluation of proposals
    
  • Contract award
    
  • Vendor onboarding and transition
    

Financial Management

• Review and validate vendor invoices against contract terms.
  
• Process and manage payments through SAP/1GX or similar ERP systems.
  
• Monitor contract expenditures and vendor billing.
  

Compliance & Audit Support

• Support PCI compliance oversight and reporting.
  
• Coordinate audit activities and remediation efforts.
  
• Work with vendors and business units to address compliance gaps.
  
• Ensure services meet security and regulatory requirements.
  

Agile Service Management

• Work within Agile and DevOps environments.
  
• Prioritize service backlogs and delivery activities.
  
• Use performance metrics and user feedback to improve services.
  
• Participate in planning, documentation, decision-making, and delivery activities.
  

Mandatory Requirements

Contract & Vendor Management

• 7+ years of experience managing the full lifecycle of contracts and Statements of Work (SOWs), including amendments, renewals, extensions, and expirations.
  
• 7+ years of experience managing vendor relationships, contract deliverables, performance monitoring, and service levels.
  

Financial Administration

• 4+ years of experience reviewing vendor invoices and processing payments using SAP, 1GX, Oracle, or similar ERP systems.
  

Service Improvement

• 7+ years of experience using performance metrics, operational data, and user feedback to drive service improvements and business decisions.
  

Conflict of Interest

• Must provide Conflict of Interest Attestation.
  

Preferred Qualifications

Government Experience

• 10+ years of experience working within the Government of Alberta or a similarly large and complex organization.
  

Procurement & RFP Experience

• 7+ years leading end-to-end RFP processes, including:
  • Requirements gathering
    
  • Proposal evaluation
    
  • Contract award
    
  • Vendor transition
    

Agile Service Delivery

• 7+ years managing end-to-end service delivery in Agile environments.
  
• Experience with prioritization, risk management, and continuous improvement practices.
  

Compliance Experience

• 1+ year supporting or leading PCI compliance initiatives.
  
• Experience with compliance reporting, audits, remediation tracking, and risk management.
  

Audit & Remediation

• 7+ years working with business stakeholders and vendors to define audit requirements and implement remediation plans.
  

Work Arrangement

• Hybrid work model.
  
• Primarily remote work.
  
• Occasional onsite meetings in Edmonton.
  
• Work must be performed within Alberta.
  
• Only candidates located in Edmonton, Alberta will be considered.
  

Additional Requirements

• Criminal Record Check required.
  
• Must complete Government of Alberta mandatory training:
  • FOIP (Freedom of Information and Protection of Privacy)
    
  • Cybersecurity/Security Awareness
    
  • Information Management
    
  • Respect in the Workplace