IT Governance & Service Owner

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

The IT Governance & Service Owner serves as a strategic partner to IT leadership, ensuring service accountability, continuity, and alignment between the Department of Aviation, the City’s Office of Innovation and Technology (OIT), and the Airport’s business units. This position oversees compliance with departmental standards, represents IT in key interactions, coordinates technology procurement, and assumes ownership of designated IT services after project implementation. The role reports to the IT Business Relationship Manager and requires independent judgment and initiative.

Key Responsibilities:

• Act as a liaison between Airport business units, IT, and OIT to ensure IT services meet operational needs.
• Build and maintain strong relationships with stakeholders across the Airport and City government.
• Develop, maintain, and enforce accountability documentation, ensuring clarity of tasks, responsibilities, and deliverables.
• Monitor IT commitments, identify risks, and escalate concerns to leadership as needed.
• Represent IT leadership in meetings, presentations, and cross-department initiatives.
• Manage end-to-end procurement for select IT goods and services, ensuring compliance with City and Aviation policies.
• Assume service ownership for designated IT systems, defining performance metrics, maintaining SLAs, and overseeing operational support.
• Prepare and deliver reports, briefings, and updates to ensure stakeholder visibility and accountability.
• Identify and recommend process and governance improvements to enhance efficiency, service quality, and stakeholder satisfaction.
• Perform related duties as required.

Work Environment:

Work is performed primarily in an office at Philadelphia International Airport, with occasional presence required in operational areas of the Airport or other City facilities.

Required Knowledge, Skills & Abilities:

• Knowledge of IT service delivery, project management, and business relationship management principles.
• Familiarity with accountability documentation and tracking IT deliverables.
• Understanding of IT procurement and asset management in public-sector environments.
• Knowledge of organizational change management and continuous improvement methodologies.
• Ability to build and maintain relationships with technical teams, business stakeholders, and external partners.
• Professional representation of IT leadership, clear communication of complex information, and diplomacy in high-stakes discussions.
• Ability to organize, track, and report on multiple concurrent projects and service obligations.
• Initiative, sound judgment, and discretion in performing duties.

Minimum Training & Experience:

• Bachelor’s degree in Information Technology, Business Administration, Management, or related field.
• Five (5) years of experience in IT operations, governance, project management, or business relationship management, including experience supporting or managing IT services in a complex enterprise environment.
• Equivalent combinations of education and experience may be considered.

Preferred Qualifications:

• Experience in government, transportation, or aviation IT environments.
• ITIL, PMP, or equivalent professional certification.
• Experience transitioning technology projects into operational services and maintaining SLAs.
• Demonstrated skill in stakeholder engagement and cross-functional collaboration.

Salary: $70,000-$80,000

Salary cannot exceed $80,000

We’re interested in hiring the best possible candidate for the role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you’re a good fit, please don’t hesitate to apply.

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know?

● We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

● We offer Comprehensive health coverage for employees and their eligible dependents

● Our wellness program offers eligibility into the discounted medical plan

● Employees receive paid vacation, sick leave, and holidays

● Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:

http://www.phila.gov/humanrelations/Pages/default.aspx