Service Owner

JOB ANNOUNCEMENT

SERVICE OWNER

Department of Technology and Innovation

Bureau of IT Delivery

Number of Positions: 1

(Additional vacancies are possible pending budget approval)

Annual Starting Salary: $97,836

Applications for this position will be accepted beginning 5-18-26 until 11:59pm CDT on 6-8-26.

The Service Owner within the Department of Technology & Innovation (DTI) acts as the strategic and operational leader responsible for the entire lifecycle management, governance, delivery, stability, modernization, and ongoing improvement of enterprise business applications and platforms that support City operations. This role provides leadership across ERP ecosystems, financial systems, HR technologies, budgeting applications, procurement platforms, and custom-developed enterprise applications, while also coordinating cross-functional delivery between business stakeholders, infrastructure, cybersecurity, vendors, and application development teams.

ESSENTIAL DUTIES:

• The Service Owner is expected to become the subject matter expert on how the software and/or system is architected, implemented, and configured to meet complex business requirements for multiple internal and external users.
• Demonstrates expertise in enterprise application management, including service lifecycle management, incident/problem/change management, release management, environment management, application governance, SLA management, and operational support oversight.
• Collaborates on the design, build, price, and enhancement roadmap for specified service areas, as well as service delivery to ensure customer needs are achieved across the enterprise.
• Works with multiple senior-level business unit leaders to understand the desired business outcomes of the service, and with architects, technologists, and external service providers to understand underlying technologies and configurations.
• Understands service cost drivers and connects cost of service to consumption drivers.
• Tracks service KPIs to drive ongoing improvements in service delivery performance.
• Negotiates prices for services based on an understanding of the benchmark service levels, prices for service in the industry, and other factors.
• Acts as a single point of engagement for demand planning and demand management conversations with business partners around their needs for specific service functions.
• Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization.
• Participates in continuous improvement efforts for the service area and is responsible for solution delivery and customer satisfaction.
• Engage with IT leaders, technologists, architects, and industry partners to stay abreast of new technologies, software/system enhancements, and the architecture roadmap.
• Responsible for overseeing service-level agreements (SLAs) for specific services to ensure that services are delivered as contracted.
• Interacts with technology brokers/vendor managers to identify and evaluate new technology products for their services, including alternative technologies that might be replacements .

Additional duties may be required for this position

Location: 2 N. LaSalle, Suite 1010

Chicago, IL. 60602

Days: Monday-Friday

Hours: 8:00a.m. to 4:00p.m. (Flexible)

THIS POSITION IS EXEMPT FROM THE CAREER SERVICE

MINIMUM QUALIFICATIONS

Seven (7) years of work experience in service delivery, direct business engagement, and specific technology domains.

OR

Graduated from an accredited college with an Associate s degree or higher in Computer Science, Business Administration, or a directly related field, plus five (5) years of work experience in service delivery, direct business engagement, and specific technology domains.

OR

Graduated from an accredited college or university with a Bachelor s degree or higher in Computer Science, Business Administration, or a directly related field, plus three (3) years of work experience in service delivery, direct business engagement, and specific technology domains.

OR

Graduated from an accredited college or university with a Master s degree or higher in Computer Science, Business Administration, or a directly related field, plus two (2) years of work experience in service delivery, direct business engagement, and specific technology domains.

Educational & Employment Verification:

Please be advised that if you are selected to be hired you must provide, upon request, with adequate information regarding your educational and employment history as it relates to the qualifications of the position for which you are applying. If you received your degree internationally, all international transcripts/diploma must be accompanied by a Foreign Credential Evaluation. If the City of Chicago cannot verify this information, any offer extended to you will be withdrawn and you will not be hired.

SELECTION REQUIREMENTS

This position requires applicants to complete an interview. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position will be selected.

Desired Skills and Certifications:

• ITIL Foundation or ITIL Managing Professional, PMP or Agile certifications, Oracle certifications, Workday certifications, SAP certifications, Certified Scrum Master (CSM), and COBIT or governance certifications.
• Previous experience using project management methodologies, such as Agile, Kanban, SCRUM, CPM, DMAIC, etc.

For Information on our employees benefits please visit our benefits website at:

For Information on our salary and title structure visit our classifications website at:

APPLICATION EVALUATION: Initial evaluation will be based on information provided on the application and the documents submitted. The Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference for applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

The City of Chicago is an Equal Employment Opportunity, Military Friendly and Fair Chance Employer.

City of Chicago

Brandon Johnson, Mayor