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 cybersecur