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Raytheon Technologies Service Excellence - Service management lead in East Hartford, Connecticut

Date Posted:



United States of America


PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA

Pratt & Whitney’s (P&W) Digital Technology – Service Excellence team is seeking a highly motivated individual to increase transparency in the organization’s performance and ability to deliver DT services by partnering with process owners to define, measure and monitor key performance indicators. This position will work closely with key process owners in areas such as change, incident, problem, configuration, and patch management to identify improvement opportunities, track progress and report quarterly results. In addition to engaging process owners, this individual will work closely with the Enterprise Service Management team to ensure technology roadmap alignment and lead testing efforts to ensure annual version updates are successful.

Key Responsibilities:

  • Define, implement, and monitor key performance indicators for all infrastructure service areas, with initial focuses on change, configuration, and service desk

  • Collaborate with process owners to identify and implement improvement opportunities

  • Attend weekly enterprise meetings focused on Service Management core topics/initiatives

  • Coordinate and conduct annual testing of ServiceNow version updates

  • Prepare and deliver monthly operational reports and insights on service delivery and maturity

  • Support process owners with enterprise engagement and priorities

  • Assist in escalation to services

  • Maintain a consolidated services roadmap

  • Assist service owners to develop business value for proposed improvement opportunities

Minimum Qualifications:

Bachelor’s degree in Information Technology or related technical field with 7+ years of Digital Technology experience

Preferred Qualifications:

  • 3+ years of experience in service management reporting

  • Proficient in areas of problem, incident, change and configuration management processes

  • ITIL certified

  • ServiceNow

  • Project management and oversight skills

    Raytheon Technologies 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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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.