Service Owner - Remote / Telecommute

Cynet systems Inc; Remote; CAD 90,000 - 120,000; Full time

Job summary

A technology solutions provider in Canada is seeking a Service Owner to oversee digital service delivery. The successful candidate will lead product teams, enhance client and employee experiences, and support the replacement of legacy systems. Ideal candidates should have over five years of experience in documenting business processes and working in agile environments. The role emphasizes user-centric design and operational transformation, offering competitive compensation and professional growth opportunities.

Qualifications

• Minimum of five years of experience documenting user requirements and business processes.
• Five years in leadership roles in IT solution development.
• Experience working in an agile development environment.

Responsibilities

• Provide oversight for the implementation of new digital services.
• Lead product teams to develop user-centered digital products.
• Oversee user acceptance testing and quality assurance.

Skills

Agile delivery methodologies

Stakeholder engagement

User-centric research

Business analysis

Change management

Communication skills

Education

Relevant post-secondary education in Business or IT

Tools

JIRA

Job description

Job Description

• The Service Owner is responsible for providing end-to-end oversight of digital service delivery, from Client and design through testing and implementation.
• This role leads product teams in developing and implementing digital services that meet end-user and business needs while supporting service modernization initiatives.
• The Service Owner focuses on user-centric design, operational transformation, and agile delivery to improve client and employee experiences and support the replacement of legacy systems.

Responsibilities

• Provide oversight across Client, design, testing, and implementation of new digital services.
• Lead product teams to develop and implement digital products that meet business and user needs.
• Redesign operational processes and plan the introduction of new digital services.
• Develop recommendations for operational program changes as digitization progresses.
• Identify barriers to change and recommend mitigation strategies aligned with legislation, policies, and divisional programs.
• Support evaluation activities to ensure operational effectiveness, efficiency improvements, and cost savings are captured and reported.
• Oversee User Acceptance Testing and provide quality assurance.
• Conduct and support user-centric research activities.
• Support the Product Director in establishing engagement structures to identify and prioritize service modernization opportunities.
• Focus on improving client and employee experience and provide recommendations to executive leadership and governance bodies.
• Support the replacement of enterprise legacy systems by contributing to strategic roadmaps and sustainability plans.
• Collaborate with government technology partners to ensure incremental delivery of benefits.
• Assess technology and sourcing strategies to support legacy system replacement aligned with multi-year roadmaps.
• Champion agile and digital delivery methodologies.
• Prepare and support regular status reporting, including schedule, cost, and progress tracking.
• Lead product demonstrations for stakeholders, governance committees, and program areas.

Requirement/Must Have

• Experience coordinating with business and IT partners to gather and analyze business requirements and recommend solutions.
• Minimum of five years of experience documenting user requirements, business processes, and workflows.
• Minimum of five years of experience in leadership and facilitation roles.
• Minimum of five years of experience designing, developing, and implementing complex IT solutions.
• Minimum of five years of experience working in an agile development environment.

Experience

• Demonstrated experience applying Agile framework (SCRUM).
• Experience working independently while collaborating with cross-functional stakeholders.
• Strong experience using Agile or Hybrid delivery approaches.
• Experience with Agile tools such as JIRA.
• Demonstrated experience conducting gap analysis between legacy systems and modern solutions.
• Project management experience leading product teams to achieve results.
• Strong understanding of legislation, regulations, policies, and standards and their practical application.

Should Have

• Bachelor’s degree in Business, IT, or a related field.
• Product Owner certification such as CSPO or PSPO.
• Experience evaluating policies, programs, and initiatives using program development principles.
• Experience in project management and stakeholder facilitation.
• Strong analytical, problem-solving, and solution design skills.
• Experience with business writing, communication, and documentation.
• Experience with change management.

Skills

• Agile and Hybrid delivery methodologies.
• Stakeholder engagement and facilitation.
• User-centric research and service design.
• Business analysis and documentation.
• Change management and process redesign.
• Strong written and verbal communication skills.

Qualification And Education

• Relevant post-secondary education in Business, Information Technology, or a related field preferred.