Service Owner - 26-07561

Job Title: Service Owner

Location: Edmonton, AB, Canada (Hybrid)
Duration: 12 Months
Work Schedule: Part-Time, 20 Hours per Week

Job Description

We are seeking an experienced Service Owner to oversee service delivery, vendor management, contract administration, and continuous improvement initiatives. The ideal candidate will have extensive experience managing contracts and Statements of Work (SOWs), monitoring vendor performance, overseeing service operations, and ensuring alignment with business objectives, user needs, and compliance requirements.

The successful candidate will work closely with business stakeholders, Agile delivery teams, vendors, and technical specialists to define service priorities, manage delivery risks, optimize operational performance, and ensure services meet established requirements. This role requires a hands-on professional who can combine strategic oversight with direct involvement in day-to-day service delivery activities.

Key Responsibilities Service Delivery and Continuous Improvement

• Own and manage the full lifecycle of service delivery, ensuring alignment with business objectives, user needs, organizational policies, security, and compliance requirements.

• Define service vision, priorities, objectives, and measurable outcomes.

• Balance delivery priorities, operational risks, resource constraints, and compliance requirements.

• Use performance data, service metrics, and user feedback to identify improvement opportunities and support operational decision-making.

• Lead continuous improvement initiatives to enhance service quality, operational efficiency, and user experience.

• Identify service delivery risks, resolve operational issues, and coordinate corrective actions.

• Collaborate with Agile teams to prioritize work, manage backlogs, and support iterative service delivery.

• Apply modern IT delivery practices, including Agile and DevOps methodologies, to improve service performance.

Contract and Vendor Management

• Manage the complete lifecycle of contracts and Statements of Work (SOWs), including amendments, renewals, extensions, and expirations.

• Establish and maintain effective vendor relationships to ensure contractual obligations and service expectations are met.

• Monitor vendor deliverables, milestones, timelines, service levels, and performance indicators.

• Lead vendor performance reviews and implement corrective actions when contractual or service requirements are not met.

• Identify opportunities to reduce costs, improve contract value, and optimize vendor performance.

• Review and validate vendor invoices against contract terms, deliverables, and approved budgets.

• Coordinate vendor payments through SAP, 1GX, or other enterprise resource planning (ERP) systems.

• Support contract negotiations, vendor onboarding, service transitions, and ongoing supplier management.

Procurement and RFP Management

• Lead end-to-end Request for Proposal (RFP) processes, including requirements gathering, solicitation development, stakeholder engagement, and evaluation planning.

• Coordinate proposal evaluations and support supplier selection and contract award decisions.

• Ensure procurement activities align with organizational policies and applicable contractual requirements.

• Work with business stakeholders and vendors to define service requirements, deliverables, timelines, and performance expectations.

• Support contract implementation, vendor onboarding, and transition planning.

Compliance and Risk Management

• Support Payment Card Industry (PCI) compliance oversight, reporting, and remediation activities.

• Coordinate compliance reviews, audit requirements, and remediation tracking across business units and stakeholders.

• Work with business teams and vendors to identify compliance gaps and implement corrective measures.

• Monitor compliance-related risks and ensure remediation activities are tracked through completion.

• Maintain accurate service delivery, vendor performance, contract, and compliance documentation.

• Ensure services adhere to applicable security, privacy, policy, and governance requirements.

Stakeholder Engagement and Reporting

• Build strong working relationships with business areas, technical teams, vendors, and senior stakeholders.

• Facilitate meetings and working sessions to resolve issues, clarify requirements, and advance service delivery objectives.

• Prepare service performance reports, vendor assessments, risk updates, and improvement recommendations.

• Communicate service priorities, delivery progress, and operational challenges clearly to stakeholders.

• Support decision-making through data-driven insights, performance analysis, and documented recommendations.

Required Qualifications

• Minimum 7 years of experience managing the full lifecycle of contracts and Statements of Work (SOWs), including amendments, renewals, extensions, and expirations.

• Minimum 7 years of experience managing vendor relationships, contractual requirements, deliverables, and performance tracking.

• Minimum 4 years of experience reviewing and validating vendor invoices against contract terms and processing payments using SAP or similar ERP systems, such as 1GX or Oracle.

• Minimum 7 years of experience using performance data, service metrics, or user feedback to drive service improvements and operational decision-making.

Preferred Qualifications

• Minimum 10 years of experience working within the Government of Alberta or an organization of comparable size and complexity.

• Minimum 7 years of experience leading end-to-end RFP processes, including requirements gathering, proposal evaluation, contract award, and vendor onboarding or transition.

• Minimum 7 years of experience owning end-to-end service delivery in an Agile environment, including prioritization, risk management, and continuous improvement.

• Minimum 1 year of experience supporting or leading PCI compliance activities, including compliance reporting, audit coordination, and remediation tracking.

• Minimum 7 years of experience working with business stakeholders and vendors to define audit requirements and implement remediation actions for compliance gaps.

• Experience with contract governance, service-level agreements (SLAs), vendor scorecards, and performance reporting.

• Strong analytical, negotiation, problem-solving, communication, and stakeholder management skills.