IT Enterprise Operations Services Delivery Manager

Description

The team supports the NASA business area, where the company is pursuing and delivering key initiatives across a growing portfolio.

The role oversees an integrated solution made up of a 24x7 service desk, AI-enabled tools, on-site deskside support, a PC-as-a-Service hardware model, and engineering, cybersecurity and IT service management (ITSM) development staff.

You will work with the program manager, internal and external teams, NASA JPL customer leadership, technical staff, project managers and engineering groups to bring steady operational discipline and sound analysis.

The company is a global technology and professional services firm with about 26,000 staff, serving US government, defense and intelligence agencies.

You will help deliver the company's strategic initiatives, keep work compliant with Federal and NASA requirements, and build trusted relationships with internal teams and customer stakeholders.

Job family: IT Infrastructure and Operations.

Responsibilities

• Take charge of how a 24x7 IT service desk for enterprise users performs and is delivered.
• Set up SLAs, OLAs, KPIs and customer experience targets, then manage them.
• Lead incident handling, service requests, escalations, major incident communication and problem resolution.
• Track ticket counts, how quickly tickets are answered and closed, first-contact resolution, backlog, abandonment and customer satisfaction.
• Plan staffing, workforce forecasts, shift rosters, resource use and handoffs between shifts.
• Grow self-service use, knowledge management and automation to cut repeat incidents and raise efficiency.
• Define coverage models, dispatch rules, escalation routes and standards for on-site deskside and field support.
• Improve technician output, first-time fix rates, dispatch efficiency and field customer satisfaction.
• Lead and coach service desk supervisors, field support leads, mobility administrators and service delivery staff.
• Work with IT leaders, business stakeholders and providers to match support with enterprise priorities.
• Use service analytics, customer feedback, standard processes and automation to drive improvement.
• Report to executives on service performance, operational risk, vendor performance, customer satisfaction and financials.

Requirements

• A bachelor's degree in IT, computer science, business administration or engineering, or equivalent work experience in its place.
• ITIL 4 Foundation certification or a higher ITIL credential.
• 5+ years in related work.
• Broad background running enterprise IT operations, service delivery and end-user support in a complex organization.
• A proven record running a 24x7 service desk and geographically spread on-site field services.
• Hands-on work with enterprise mobility, telecom services and Mobility and Telecom Expense Management.
• Solid grasp of ITIL service management, SLA governance, incident management and continual service improvement.
• Working knowledge of ITSM platforms such as ServiceNow, plus reporting or analytics tools.
• Experience managing vendors, service contracts, budgets and operational performance.
• Strong leadership, communication, stakeholder handling and problem-solving.
• Excellent spoken and written communication, including explaining complex technical matters to varied audiences and running meetings and technical discussions on your own.
• Experience mentoring or supporting remote teams, with coordination and performance management.
• Experience with scheduling, timeline tracking, deliverables, metrics reporting, demos and virtual training.
• Ability to obtain and keep a Public Trust clearance.
• Desired: Project Management Professional (PMP) or equivalent program management experience.
• Desired: experience with the NASA JPL environment, its customers, and building solutions for NASA mission needs.
• Desired: ITIL 5 Foundation certification.

Conditions

On-site work in Pasadena, CA, with candidates required to live in the area.

No relocation assistance is offered.

Work visa sponsorship is not provided.

US citizenship is not required.

Public Trust position with a NACI (T1) check; no security clearance is currently needed or obtainable.

Scheduled at 40 hours per week.

Travel of 10-25% of working time.

The likely salary range is $140,821 - $190,523. This is not a guarantee; pay depends on experience, geographic location and possibly contract terms, and may fall outside this range.

Hiring includes an AI and biometric identity check, and virtual interviews require being on camera. Proceeding authorizes collection and use of biometric data for identity and security purposes.

Equal opportunity employer, including individuals with disabilities and protected veterans.

Benefits

• Medical plans, some with Health Savings Accounts, plus dental and vision plans.
• 401(k) with company match, with pre- and post-tax contributions up to IRS annual limits.
• Full flex work weeks where possible.
• Paid time off for vacation, sick and personal needs, holidays, paid parental leave, military leave, bereavement and jury duty.
• Short and long-term disability, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance, provided or available.
• Competitive pay.
• An AI-powered career tool that identifies next career steps and learning opportunities.
• An internal mobility team to help you reach career goals.
• A military-friendly workplace.