Associate Director, Service Management Lead (Remote)

Date Posted:

2024-09-05

Country:

United States of America

Location:

TX190: 2501 West University, McKinney 2501 West University , McKinney, TX, 75070 USA

Position Role Type:

Unspecified

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.   

To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed. 

The following position is to join our RTX Corporate, Enterprise Services, Research Center or BBN team:

Role Overview

Elevate your career as Service Management Lead, where you'll shape the future of our classified digital services (CDS). This role offers the chance to harness your expertise in a dynamic environment committed to security, excellence and innovation. Drive transformation, ensure scalability, and make an impactful contribution to our strategic growth. Join us and be at the forefront of service management in the defense industry.

What You Will Do

• Champion the integration of ITIL methodologies and industry best practices into the company's service management culture.
• Conduct regular evaluations of service delivery processes, instigating enhancements to elevate both the quality and efficiency of services.
• Manage and oversee the daily functioning, administration, and technical support of RTX's classified infrastructure services, ensuring the adherence to high-performance standards, strict security protocols, and operational excellence.
• This role demands a comprehensive grasp of infrastructure technology, coupled with a keen insight into the distinctive security demands of classified settings, guaranteeing that services are not only secure and compliant but also scalable and in line with RTX's strategic objectives.

Expectations of the Role

• Supervise the routine operations of classified infrastructure services, assuring seamless and effective performance.
• Utilize metrics, key performance indicators (KPIs), and real-time monitoring systems to track and ensure infrastructure service performance and availability.
• Efficiently manage incidents, service requests, and changes to guarantee quick resolution and minimal interruption to business continuity.
• Collaborate closely with Global Security Services/security to execute regular security evaluations and checks, maintaining adherence to both governmental and sector-specific standards.
• Coordinate changes to the classified service infrastructure, confirming that they are meticulously planned, tested, and executed, mitigating risk.
• Synchronize operations monitoring functions, providing a unified and comprehensive perspective for CDS stakeholders that aligns with service level objectives (SLOs) and client commitments.
• Direct and navigate service operation-related projects within the framework of the Long-Range Plan (LRP) and Annual Operating Plan (AOP), ensuring projects are delivered on time and within budget constraints.
• Remain informed of emerging technologies and industry directions, assessing their potential influence on the organization and strategic fit.
• Propel ongoing improvement initiatives targeting enhanced efficiency, reliability, and scalability of services.
• Cultivate and maintain productive relationships with third-party vendors and partners involved in the provisioning of services, ensuring their compliance with rigorous security mandates.

What You Will Learn

• Professional growth in a dynamic and mission-driven environment.
• Gain invaluable experience in managing and optimizing service delivery CDS. 
• Learn to navigate the complexities of the defense industry while implementing best practices in service management. 
• Exposure to cutting-edge technologies and innovative processes, deepen understanding of cybersecurity, compliance, and operational resilience. 
• Develop strategic leadership skills, collaborating with cross-service teams to drive organizational transformation and enhance RTX impact. 

Qualifications You Must Have 

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field; minimum 10 years relevant experience
• Certifications: ITIL, PMP, SAFe
•  TS/SCI, or be eligible to obtain one. This position requires the eligibility to obtain and maintain a security clearance.  Except in rare circumstances, only U.S. citizens are eligible for a security clearance.
• Ability to travel <10% of time

Qualifications We Prefer

• Experience with service management software and tools.
• Prior experience in leading teams and managing cross-functional projects.
• Strong understanding of IT service management frameworks and best practices
• Ability to work in a dynamic, fast-paced environment.
• Familiarity with change management and continuous improvement methodologies.

What We Offer: Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

The salary range for this role is 143,000 USD - 287,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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