Service Owner (ONSITE) JP923

Pathlion; Edmonton; On-site; CAD 80,000 - 100,000; Full time

Job summary

Pathlion is looking for a Service Owner based in Edmonton, Canada, to ensure effective service delivery and compliance with government policies. In this role, you will own the entire lifecycle of services, collaborating with agile teams and vendors to enhance government services.

Your responsibilities will include defining service priorities, managing vendor relationships, and driving continuous improvement initiatives. You will also perform user research and analyze service data to ensure optimal performance and compliance.

Qualifications

• Experience in managing service delivery in a government setting.
• Proven track record in lead vendor management and compliance oversight.
• Strong analytical skills with a user-centered design approach.

Responsibilities

• Own the full lifecycle of service delivery for government services.
• Define service priorities, balancing compliance and delivery.
• Manage vendor performance and drive continuous improvement initiatives.

Skills

Agile methodologies

Vendor management

User research

Data analysis

Compliance management

Tools

SAP

1GX

Job description

A Service Owner works directly with program areas and delivery teams to actively deliver and improve government services. This role is hands on and embedded in the work—performing analysis, shaping solutions, resolving issues, and driving day to day progress across service delivery activities. The Service Owner applies business, technical, and user centered expertise to ensure services operate effectively and meet user, policy, security, and compliance requirements.

The Service Owner is responsible for doing the work required to move services forward, including defining service vision, breaking down work into achievable outcomes, prioritizing delivery activities, and addressing risks and constraints as they arise. They work closely with agile teams, vendors, and stakeholders to develop, test, refine, and implement solutions, and they contribute directly to planning, decision making, documentation, and delivery tasks.

In this role, the Service Owner conducts user research, analyzes service performance data, applies modern IT delivery practices (such as Agile and DevOps), and supports contract and vendor activities to ensure deliverables meet requirements. They balance hands on execution with leadership accountability, actively contributing while sharing responsibility for successful outcomes and continuous improvement of government services.

Key Responsibilities

• Own the full lifecycle of service delivery, ensuring alignment with government policy, security, and user needs.
• Define service priorities and outcomes, balancing delivery, risk, and compliance.
• Manage the full lifecycle of contracts and Statements of Work (SOWs), including amendments, renewals, and expirations.
• Lead end-to-end RFP processes including stakeholder engagement, evaluation, and contract award.
• Provide oversight of multiple vendors, ensuring accountability for deliverables, timelines, and service levels.
• Review and validate vendor invoices and manage payments through SAP/1GX systems.
• Drive vendor performance management and enforce corrective actions where needed.
• Identify opportunities to reduce costs and optimize vendor value.
• Support PCI compliance oversight, reporting, and remediation activities across ministries and agencies.
• Lead continuous improvement initiatives and service optimization efforts.