City of Austin - JOB DESCRIPTION

IT Service Owner

IT Service Owners have end-to-end ownership of IT services, including a collection of solutions for one process area, a deep understanding of the service’s related systems, technical architecture, interfaces, and processes. This position consults with service customers to anticipate current and future service requirements, and represents service customer needs and priorities to ensure service quality and outcomes meet or exceed expectations.

1. Develops the roadmap for relevant services and ensures integration into service portfolio/domain roadmap.
2. Collaborates with delivery teams to ensure decisions are informed by service vision and budget.
3. Identifies problems and roadblocks and takes necessary steps to resolve and remove.
4. Communicates service goals, objectives, and priorities in a persuasive manner that builds support, agreement, and commitment.
5. Applies change management principles and techniques to manage through change as required to execute the service strategy.
6. Works with Service Managers to understand the costs associated with delivering the service solutions and identify opportunities for improvement.
7. Develops and monitors solution budgets, ROI, and financial KPIs for each relevant service.
8. Performs competitive analysis on the alternatives the target customers might use and makes recommendations to evolve solution and service strategy accordingly.
9. Identifies business and security risks and determines risk mitigation tactics.
10. Solicits information on enterprise direction, goals, and strategies to inform development and continuous improvement of service backlog.
11. Works with Architects to ensure service alignment to architecture strategy and standards.

May provide leadership, work assignments, evaluation, training, and guidance to others.

• Knowledge of IT services and technologies.
• Knowledge of IT services continuity strategies and practices for service management and improvement.
• Knowledge of governance principles, standards & guardrails for service delivery.
• Knowledge of methods and practices for defining service strategy, vision, and plan, and developing and operationalizing service solutions roadmaps.
• Knowledge of technology/systems architecture and operations and its ability to support service objectives.
• Knowledge of the organization’s mission, values, operations and goals.
• Knowledge of change management practices, methods, and techniques to adapt, drive and implement change.
• Knowledge of service methods and practices, e.g., (forecasting demand, developing SLAs, service delivery), performance and risk mgt, etc.
• Skill in resource management, risk management, incident management, business continuity management, quality assurance skills.
• Skill in leading customer relationship management, reporting, and service management skills.
• Ability to nurture and support a strong culture with a customer-centric focus on high quality.
• Ability to plan and coordinate across groups with varying and conflicting priorities.
• Ability to see the big picture and make decisions based on strategy and value delivered.
• Ability to foster relationships that benefit the organization as well as an individual’s effectiveness and efficiency.
• Ability to make sound, well-informed, and objective decisions; perceives the impact and implications of decisions.
• Ability to remove barriers and enable teams to complete their objectives.
• Ability to innovate by experimenting, accepting constructive feedback, adapting, and evolving.
• Ability to adhere to required compliance to all change management policies and procedures.
• Ability to adhere to required compliance to all information security policies and procedures.

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to information science or computer field, plus five (5) years related experience of which two (2) years were in a lead or supervisory role.
• A Master’s degree may substitute for two (2) years of non-lead/supervisory experience.