Service Owner

This is a remote position.

Job Description

The Service Owner is responsible for the end-to-end delivery, management, and continuous improvement of government services. This role works closely with business areas, stakeholders, vendors, and agile delivery teams to ensure services meet operational, user, policy, security, and compliance requirements. The Service Owner provides leadership in service planning, contract management, vendor oversight, procurement activities, performance monitoring, and service optimization while actively contributing to day-to-day delivery activities.

This position requires strong experience in service delivery management, vendor and contract administration, procurement processes, Agile methodologies, compliance oversight, and stakeholder engagement. The successful candidate will drive service improvements, manage risks, ensure vendor accountability, and support strategic service outcomes across government programs

Key Responsibilities

• Own and manage the full lifecycle of service delivery, ensuring alignment with business objectives, government policies, and compliance requirements.
  
• Define service vision, priorities, roadmaps, and measurable outcomes.
  
• Manage contracts and Statements of Work (SOWs), including renewals, amendments, extensions, and expirations.
  
• Lead end-to-end procurement and Request for Proposal (RFP) processes, including evaluation, vendor selection, and contract award.
  
• Oversee multiple vendors and suppliers, ensuring compliance with contractual obligations, service levels, and deliverables.
  
• Monitor vendor performance and implement corrective actions when required.
  
• Review, validate, and approve vendor invoices in accordance with contract terms.
  
• Support financial administration through SAP/1GX systems and payment processes.
  
• Analyze service performance metrics, user feedback, and operational data to drive continuous improvement initiatives.
  
• Support PCI compliance activities, audits, reporting, and remediation efforts.
  
• Collaborate with stakeholders, business units, and technical teams to identify service improvements and resolve operational issues.
  
• Manage service risks, issues, dependencies, and compliance requirements.
  
• Apply Agile and modern IT delivery practices to improve service effectiveness and efficiency.
  
• Develop and maintain service documentation, governance artifacts, and operational procedures.
  

Requirements

Mandatory Requirements

• Minimum 7 years of experience managing the full lifecycle of contracts and Statements of Work (SOWs).
  
• Minimum 7 years of experience managing vendor relationships, contract deliverables, service levels, and performance.
  
• Minimum 4 years of experience reviewing and validating vendor invoices against contract terms.
  
• Minimum 7 years of experience using performance metrics, operational data, or user feedback to improve services and business outcomes.
  
• Strong experience in stakeholder management, service delivery, and vendor governance.
  
• Experience working in Agile environments and supporting service improvement initiatives.
  
• Ability to work with multiple stakeholders, vendors, and delivery teams.
  

Preferred Requirements

• 10+ years of experience working within the Government of Alberta or a comparable public-sector environment.
  
• 7+ years of experience leading end-to-end RFP and procurement processes.
  
• 7+ years of experience owning and managing service delivery in Agile environments.
  
• Experience supporting PCI compliance activities, audits, reporting, and remediation.
  
• Experience working with business units and vendors to establish audit controls, compliance processes, and governance frameworks.
  
• Experience with SAP and 1GX financial management systems.
  
• Knowledge of government procurement, contract management, and compliance frameworks.