Service Owner, Data Center Services

About the Job

The University of Minnesota is committed to fostering local talent through employment opportunities. While this position utilizes a hybrid work modality, prospective applicants must be located either in the state of Minnesota or near the Wisconsin border OR otherwise open to relocation.

Role Overview

As the Service Owner for Data Center Services, you will lead the strategic direction and delivery of the University’s managed data center infrastructure services and facilities. You will collaborate with business stakeholders, IT leadership, and service teams to ensure effective service delivery and spearhead large scale, cross functional products and services that enhance institutional infrastructure capabilities. This role is accountable for service strategy, roadmap development, governance, operational performance, financial stewardship, and long term service sustainability. Reporting to the Manager of Physical Infrastructure, this position serves as a senior hybrid Product Manager and Service Owner responsible for shaping future service direction and guiding major service decisions in a complex, matrix managed environment.

Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program.

Key Responsibilities

Service Strategy:

• Establish the vision, multi year roadmaps, and priorities for data center services and related products.
• Translate stakeholder needs into prioritized initiatives that inform long term strategic direction and investment decisions.
• Actively engage with higher education peers and industry best practices to identify trends and incorporate them into service direction, platform choices, and lifecycle strategy.
• Communicate the value of data center services, including resilience, reliability, sustainability, operational consistency, and support for institutional teaching, research, and administrative needs.
• Monitor and stay aware of security risks, and coordinate with Security, Compliance, and Risk partners to improve service posture.
• Identify and examine new capabilities, architectural directions, and lifecycle options that bring value to stakeholders.
• Manage and own strategic budgeting and forecast planning in support of the strategic vision for services and products.
• Coordinate with leadership to plan for the skills and abilities necessary to support current and future services and products.

Service Improvement:

• Engage with customers, business stakeholders, service partners, and team members to evaluate the effectiveness of data center services and products.
• Identify strategic opportunities across data center services that may require change, retirement, redesign, or investment.
• Review service related customer satisfaction data, support trends, and stakeholder feedback to identify improvement opportunities.
• Participate in annual planning and institutional input processes, as appropriate, and leverage that input for service related decisions.
• Design and maintain service related communication, documentation, training, and knowledge resources that improve service clarity and stakeholder engagement.
• Mentor and coach team members in service ownership practices, customer engagement, agile delivery, and continuous improvement mindsets.

Service Operations:

• Provide leadership for data center initiatives ranging from moderate to high complexity involving colleges, system campuses, central units, and other institutional partners that align to Elevate Extraordinary 2030.
• Participate in and provide leadership for planned work through established Agile and SAFe processes and ceremonies, as appropriate.
• Adhere to established UMN IT Service Management processes, including change control, incident response, service health reporting, and operational governance expectations.
• Develop and maintain service level agreements and operational expectations for data center services and products.
• Engage with service partners and team members to ensure quality, availability, performance, capacity, and operational health of services and products.
• Ensure there is appropriate documentation of standard operating procedures, work instructions, and knowledge base articles.
• Manage vendor relationships to ensure alignment with University needs, lifecycle strategy, and service sustainability.
• Apply ITIL best practices to research and address recurring issues, determine root causes, and implement durable solutions.
• Participate in and help lead budgeting and forecast planning to manage costs and service sustainability.
• Ensure adherence to all security, accessibility, and compliance policies.

Qualifications

Required Qualifications

• Bachelor’s degree plus at least six years of relevant experience, or a Master’s degree plus at least four years of relevant experience.
• Demonstrated experience independently leading and managing technical teams, services, or large cross functional initiatives.
• Experience with change management involving a large, diverse user base.
• Prior experience with service design and agile practices.
• Demonstrated experience in product ownership or service management, including service strategy, roadmap development, service level expectations, and operational accountability.
• Experience with policy creation, operational standards, or compliance adherence in a complex environment.
• Experience with data center operations, infrastructure services, hosting environments, or closely related technology domains.
• Strong communication and facilitation skills, with the ability to translate technical concepts and requirements into business value for a broad, non technical audience.
• Strong business insight and technical expertise.

Preferred Qualifications

• Bachelor’s degree plus at least ten years of relevant experience, or a Master’s degree plus at least eight years of relevant experience.
• Experience with governance processes in a complex organizational setting.
• Experience as a Service Owner, Product Manager, or similar role responsible for leading a service offering from strategy through operational maturity.
• Background in Agile and SAFe principles, with demonstrated understanding of practices, policies, and service delivery expectations.
• Experience in higher education, public sector, or another regulated environment.
• Experience driving efficiency and maturity of infrastructure support services in a complex environment.
• Expertise in creating service vision, building effective relationships, and influencing senior leaders.
• Experience with data center technologies, hosting platforms, infrastructure operations, and related service ecosystems.
• Strong business acumen.

Pay and Benefits

Pay Range: $120,000 - $140,000 ; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Faculty and P&A Staff