Ohio University IT Service Owner in Athens, Ohio
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. Duties Include 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
• 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.
• 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.
Planning Unit: Information Technology
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Sarah Riddlebarger (email@example.com)
Employment Type: full-time regular
Salary is commensurate with candidate’s experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.