Associate Director, Digital Infrastructure Service Delivery Lead, Workplace Services, Remote - Remote Eligible

IT/Digital Infrastructure Service Delivery Lead, Associate Director (M6)

The Workplace Services Service Delivery Lead (SDL) role is a critical position, serving as the primary connection between RTX Corporate DT Enterprise Services (ES) Infrastructure delivery teams and Raytheon Business Unit (BU) stakeholders. The SDL will be focused on delivering exceptional end-user experiences and maintaining a strong compliance posture; ensuring that workplace services, such as endpoint devices, collaboration tools, and on-site IT support, are aligned with business needs, operational requirements, and enterprise standards. This role emphasizes prioritizing the user experience while fostering partnerships with Site Services and Enterprise Services to drive the effective prioritization and execution of end-user service delivery.

What You Will Do:

• User Experience Advocacy: Serve as the primary advocate for end-users, ensuring that workplace services are user-centric, frictionless, and aligned with real-world use cases.
• Compliance Alignment: Ensure that all workplace service solutions and processes adhere to RTX's compliance standards, including security, data protection, and regulatory requirements.
• Service Delivery Coordination: Partner with Site Services and Enterprise Services teams to prioritize and execute end-user service delivery initiatives effectively.
• Operational Excellence: Monitor and manage service performance against defined Service Level Agreements (SLAs), driving continuous improvement in workplace service delivery.
• End-User Enablement: Oversee the delivery of workplace services, ensuring endpoint devices, collaboration tools, and on-site IT support meet user needs and business priorities.
• Service Health Monitoring: Conduct regular reviews of workplace service health, user satisfaction, and delivery metrics to identify and implement service enhancements.
• Stakeholder Collaboration: Build strong relationships with business unit leaders, site-level teams, and enterprise delivery teams to align workplace services with business objectives.
• Process Optimization: Leverage automation, tooling, and process improvements to enhance workplace service efficiency and scalability.
• Agile Practices: Embed Agile-aligned principles in workplace service delivery to drive responsiveness and adaptability to evolving user and business requirements.
• Issue Resolution: Act as an escalation point for workplace service delivery challenges, ensuring prompt resolution of issues impacting end-users.

Qualifications You Must Have:

• Typically requires a University Degree or equivalent experience and minimum 12 years prior relevant experience, or An Advanced Degree in a related field and minimum 10 years' experience, or a minimum of 16 years of relevant experience in lieu of a degree.
• Experience in IT service delivery, particularly in digital workplace services, or end-user support, or endpoint management.
• Team leadership or management experience on technical projects/programs.
• 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.

Qualifications We Prefer:

• Strong understanding of workplace service delivery, user experience principles, and operational support models.
• Experience supporting enterprise users in a complex, matrixed organization, particularly in areas such as endpoint devices, collaboration tools, or IT support.
• Familiarity with Agile delivery practices or product operating models.
• Relevant certifications such as ITIL Foundation, CORE Apprentice/Champion, or SAFe certification.
• Ability to translate business or user requirements into workplace service features and delivery plans.
• Experience with automation, process optimization, or service improvement initiatives in the end-user computing domain.
• Experience working with outsourced service providers or internal shared services teams to deliver workplace services.
• Strong cross-functional communication and stakeholder management skills.
• Knowledge of workplace service delivery metrics, SLAs, and enterprise performance reports.

Please consider the following role type definition as you apply for this role.

• Remote: This position currently is designated as remote. Employees who are working in remote roles will work primarily offsite (from home) but may be expected to travel to the site location as needed. The successful candidate for this role will be required to reside and work from one of the 50 U.S. states (excluding U.S. territories).

Clearance Information: This position requires the ability to obtain a US Secret security clearance after the start date (US DoD Secret). DCSA Consolidated Adjudication Services (DCSA CAS), an agency of the Department of Defense, handles and adjudicates the security clearance process.