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Job No. 142071

  • Job Title:
  • IT Service Owner
  • Employer:
  • Ohio University-Main Campus
  • Location:
  • Athens , OH
  • Posting Date:
  • 25-Mar-2020
  • Description:
  • Special Instructions to Applicants
    Position will remain open until filled; however, for full consideration, apply by April 8, 2020.

    We seek candidates with a commitment to working effectively with students, faculty and staff from diverse background.

    Please complete the online application and attach required documents. Required documents include a detailed cover letter, resume, and a list of at least three (3) professional references with current contact details, including email addresses.

    This position is eligible for the following benefits: medical, vision, dental, basic and supplemental life, winter break closure, paid holidays, educational benefits for you and eligible dependents, sick leave, vacation, and retirement.
    Posting Number 20162907S
    Job Description
    Two (2) positions available

    The IT Service Owner is responsible for leading and managing various OIT services throughout the entire service lifecycle including strategy, design, transition, and operations. The service owner is responsible for developing service level agreements in partnership with senior IT leadership and is accountable for service objectives and outcomes defined within the SLA regardless of where the technology components or professional capabilities are sourced from. The person in this position will be an entrepreneurial leader respected by peers and the IT Leadership based on their ability to collaboratively achieve customer focused results. To be successful in this role, the service owner must be effective at translating customer needs into technical solutions, planning and coordinating resources to complete projects within time and budget constraints, communicating technical information to a broad range of audiences to drive adoption, and provide thought and technical leadership within their domain.

    1. Lead Service Strategy – Identify opportunities for service improvements and enhancements. Articulate current and future resource demands to resource group owners. Ensure SLAs are updated and published annually. Communicate service roadmaps and changes with stakeholders. Ensure stakeholders are aware of upcoming changes to service levels. Promote and market services and service offerings appropriately. Create service agreement templates. Review and approve service agreements. Oversee the budget for each service. Work with customers and IT resource managers to plan and schedule work outlined in the service agreements. Oversee adherence to service agreements. Develop and execute business relationship management strategy with stakeholders.

    2. Operate Service – Ensure service levels are maintained to service level agreements. Lead and operate services by facilitating and coordinating service management processes (incident, request, change and problem) throughout the service management lifecycle and across supporting functional units. Monitor service levels and report service performance metrics. Communicate service information with stakeholders.

    3. Manage & Coordinate Resources. Manage the internal and external expenditures for the services to established budgets with support from the business service center. Forecast future expenditures for service operation and all custom agreements including investments or divestments. Translate service priorities for run, grow and transform activities to resource managers and ensure prioritized work is being completed at expected pace and quality. Resolve resource and priority conflicts with resource managers. Provide employee performance feedback to resource owners.

    4. Support Process and Practice Improvement – Contribute to the continuous improvement if IT service management, project management, and resource management processes and practices

    Minimum Qualifications
    • Bachelor’s degree or equivalent combination of education and experience.
    • 6+ years of professional experience.
    • 3+ years experience in one of the following: project manager, business analyst, product owner, service owner, or IT-related profession.
    • Demonstrated ability to create processes, procedures, standards, or policies.
    • Excellent written and verbal communication skills.

    Preferred Qualifications
    • Experience in a product-centric organization
    • Experience using Agile methodologies
    • Proven aptitude to communicate at all levels with clarity and precision both written and verbally.
    • Self-starter who is comfortable under pressure with the ability to execute with limited information and ambiguity.
    • Experience working with senior-level leadership.
    • Experience developing services, service roadmaps, and service strategies.
    • Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment.

    Department Information and Technology Office
    Pay Rate
    Salary is commensurate with candidate’s experience and qualifications. Employees also enjoy a generous benefits package including health benefits, paid time off, flexible schedules, partial remote work schedules, and education benefits for employees and qualified dependents.
  •  Contact information:
  • Ohio University-Main Campus
  • Athens , OH 45701
  • United States
  • Employer's Website:
  • Visit Employer's website



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