Associate Director, Service Quality and Portfolio Management (Hybrid)

Date Posted:

2025-05-29

Country:

United States of America

Location:

MA131: Tewksbury, MA Bldg 1 Assabet 50 Apple Hill Drive Assabet - Building 1, Tewksbury, MA, 01876 USA

Position Role Type:

Hybrid

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

The ability to obtain and maintain a U.S. government issued security clearance is required.​ U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance

Security Clearance:

DoD Clearance: TS/SCI

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.

The following position is to join our RTX Classified Digital Services (CDS) team:

Role Overview

The Associate Director, Service Quality and Portfolio Management will simplify, mature, and harmonize the presentation, consumption, and measurement of CDS services through leadership of all continual service improvement and service portfolio governance activities across the organization. This role will play an essential role in enabling the scalability and broad adoption of CDS services across RTX by ensuring that services are fully developed, supported, and resourced prior to release.  This individual will also oversee the instrumentation, monitoring, and reporting of CDS service performance across all deployed services and environments, partnering with Service Owners to enable proactive event response and optimization of deployed services.

This role will be Hybrid in any of the following locations: Richardson/McKinney, TX - Tewksbury, MA - Tucson, AZ

What You Will Do:

• Lead all CDS service portfolio mgmt. activities, maintaining close alignment with CDS project portfolio activities and the Program Management Office (PMO).
• Oversee governance and presentation of the CDS Service Catalog.
• Oversee governance and sustainment of CDS knowledge management resources.
• Ensure service quality by establishing and executing service readiness and release processes.  Partner with CDS Service Owners to ensure newly developed services meet readiness criteria prior to release.
• Design and implement a comprehensive service monitoring program which measures system performance against established Service Level Agreements (SLAs) and enables proactive management of Classified Digital Services (CDS) through automated alerting and response.
• Integrate service monitoring capabilities with CDS business processes, providing actionable data for the CDS business case, cost estimates, and allocation models. 
• Harmonize monitoring tools and processes across multiple IT environments.

Qualifications You Must Have:

• Typically requires a University Degree or equivalent experience and a minimum 12 years of experience, or an Advanced Degree and a minimum 10 years experience.
• The ability to obtain and maintain a U.S. government issued security clearance is required. U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance.
• Ability to travel 10% of time

Qualifications We Prefer

• Experience with service portfolio and knowledge mgmt.
• Experience leading and directly supervising a team.
• Experience with continual service improvement and process improvement methodologies.
• Experience with service monitoring, orchestration and automation capabilities used to measure services against established Service Level Agreements (SLAs).
• Team leadership experience, preferably in a matrixed environment.
• ITIL certification
• CORE certification

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.

Learn More & Apply Now!
Work Location: Remote
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