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Raytheon Technologies IT Service Delivery Manager III in Aurora, Colorado

Service Delivery Manager

The meshONE-T program is looking for a Service Delivery Manager to lead Service Catalog development, integration and Service Delivery for this new program. The Service Delivery Manager will be responsible for leading an integrated team of Raytheon personnel and subcontractors to establish an Enterprise Service Desk (ESD) and Network Operations Center (NOC) for this pathfinder program which will provide a scalable, resilient cyber-secure transport network for support of US Space Force missions and AF ground systems. The team, which the Service Delivery Manager leads includes subcontractors with expertise in ITIL/Service Delivery, ServiceNow installation/support, Service Desk Operations and Network Operations. This individual will also be a key supervisor on the Digital Technologies Program Execution team in Aurora, CO and have matrix supervision responsibilities for DT personnel on other programs.

Primary work location is Raytheon’s facility in Aurora, CO however approximately 50% may be via telecommuting.

Qualified applicants must be a U.S. Citizen and have the ability to obtain a Top Secret clearance.

This opportunity is contingent on contract award.

This role will include, but is not limited to tasks like the following:

  • Perform the Process Owner role for the Service Catalog Management and Service Level Management processes

  • Oversee the overall design of all Service Design processes to ensure that they will work together to meet the needs of the business

  • Ensure that all operational services and those being prepared to be run are recorded within the service catalog

  • Provide leadership for developing and supporting initiatives critical to the successful governance, compliance and process improvement of the ESD and NOC.

  • Active participation in Program Leadership, providing ITIL/Service Management insight, recommendations and ESD/NOC status

  • Ensuring ESD and NOC establishment, enhancement and operations meet customer requirements

  • Coordinating closely with subcontractors, other Integrated Product Teams and customer.

  • Keep abreast of changing business needs

  • Supervision of staff, both on meshONE-T and other programs

Required Skills:

  • Team management and leadership

  • ITIL training and experience

  • Experience evaluating business needs and incorporating that into the Service Design process

  • Experience measuring, recording, analyzing and improving upon customer satisfaction

  • Strong written and verbal communications

  • 10+ years of experience in related fields or technologies to this job description

Desired Skills:

  • ITIL v3 or ITIL v4 certification

  • Current TS or Secret clearance

  • Experience Developing a Service Catalog

  • Experience working with ServiceNow Enterprise Service Management

  • Experience with Network Operations

  • Experience working in an Agile/DevOps environment

  • Experience managing/supervising in a matrix organization.

  • Network Engineering experience

Required Education:

Bachelor of Science Degree in Science, Technology, Engineering or Mathematics and 10 years relevant experience

Benefits offered: medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and holidays.

Salary Range $115,000 – $224,300

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Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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