Service Owner (Onsite) Jp923

A Service Owner works directly with program areas and delivery teams to actively deliver and improve government services. This role is hands on and embedded in the work—performing analysis, shaping solutions, resolving issues, and driving day to day progress across service delivery activities. The Service Owner applies business, technical, and user centered expertise to ensure services operate effectively and meet user, policy, security, and compliance requirements.
The Service Owner is responsible for doing the work required to move services forward, including defining service vision, breaking down work into achievable outcomes, prioritizing delivery activities, and addressing risks and constraints as they arise. They work closely with agile teams, vendors, and stakeholders to develop, test, refine, and implement solutions, and they contribute directly to planning, decision making, documentation, and delivery tasks.
In this role, the Service Owner conducts user research, analyzes service performance data, applies modern IT delivery practices (such as Agile and DevOps), and supports contract and vendor activities to ensure deliverables meet requirements. They balance hands on execution with leadership accountability, actively contributing while sharing responsibility for successful outcomes and continuous improvement of government services.
Key Responsibilities
Own the full lifecycle of service delivery, ensuring alignment with government policy, security, and user needs.
Define service priorities and outcomes, balancing delivery, risk, and compliance.
Manage the full lifecycle of contracts and Statements of Work (SOWs), including amendments, renewals, and expirations.
Lead end-to-end RFP processes including stakeholder engagement, evaluation, and contract award.
Provide oversight of multiple vendors, ensuring accountability for deliverables, timelines, and service levels.
Review and validate vendor invoices and manage payments through SAP/1GX systems.
Drive vendor performance management and enforce corrective actions where needed.
Identify opportunities to reduce costs and optimize vendor value.
Support PCI compliance oversight, reporting, and remediation activities across ministries and agencies.
Lead continuous improvement initiatives and service optimization efforts.
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