IT Service Owner

Job Description:

IT Service Owner

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

The IT Service Owner will act as an Incident Manager to coordinate a rapid effective response to service disruptions, minimizing business impact and downtime. Acting as the central point of control during incidents, the Incident Manager facilitates communication across technical teams and stakeholders, escalates issues appropriately, and ensures that incidents are logged, prioritized, and resolved efficiently. They lead post-incident reviews to identify root causes and drive continuous improvement, helping prevent recurrence.

Job Description:

IT Service Owner

Purpose:

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.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

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

Responsibilities - Supervisor and/or Leadership Exercised:

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

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• 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.
  

Minimum Qualifications:

• 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.
  

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Develop Disaster Recovery Plans.
  
  
• Plan, organize, lead, evaluate, and schedule periodic disaster recovery drills and simulations to test the effectiveness of recovery procedures and ensure organizational readiness.
  
  
• Coordinates cross-functional team meetings and foster teamwork, drive escalation and resolution of
  issues.
  
  
• Deliver training sessions and awareness programs for staff to promote understanding of their roles in recovery efforts and to foster a culture of preparedness.
  
  

Notes to Candidate:

The IT Service Owner will act as an Incident Manager to coordinate a rapid effective response to service disruptions, minimizing business impact and downtime. Acting as the central point of control during incidents, the Incident Manager facilitates communication across technical teams and stakeholders, escalates issues appropriately, and ensures that incidents are logged, prioritized, and resolved efficiently. They lead post-incident reviews to identify root causes and drive continuous improvement, helping prevent recurrence.

This position requires a criminal background investigation (CBI).

Pay Range:

$43.79 - 59.05

About the Department:
Austin Technology Services (ATS) provides and empowers the City of Austin’s business partners and residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin’s IT strategy.

Critical Employee:
This position has been designated as a Critical Employee. Critical Employees are considered necessary and vital and support activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services

Schedule:

Monday-Friday, during normal business hours. Days and hours may vary depending on the needs of the business.

This position is primarily remote, however on-site presence may be required, as operational needs determine. Must reside in the state of Texas.

Important Note to Applicants:

Please be aware that the Job Posting Close Date reflects the final day to apply. The posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Application Instructions:
In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position.

Use of AI is strictly prohibited to respond to the application and during the interview process.

NOTE: A cover letter and/or resume will NOT be accepted. Once a position is closed, no additional applications or application changes will be accepted.

Fair Labor Standards Act:

This position is classified as FLSA Exempt. Exempt employees are salaried and are not eligible for overtime compensation.

Post Interview Verification:

If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran’s preference.

Benefits:

Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more! Click here for more information.

Travel:

If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2025-12-29