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
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
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
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
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.