Associate Director, Service Quality and Portfolio Management (Hybrid)

Associate Director, Service Quality And Portfolio Management

The following position is to join our RTX Classified Digital Services (CDS) team:

The Associate Director, Service Quality and Portfolio Management will simplify, mature, and harmonize the presentation, consumption, and measurement of CDS services through leadership of all continual service improvement and service portfolio governance activities across the organization. This role will play an essential role in enabling the scalability and broad adoption of CDS services across RTX by ensuring that services are fully developed, supported, and resourced prior to release. This individual will also oversee the instrumentation, monitoring, and reporting of CDS service performance across all deployed services and environments, partnering with Service Owners to enable proactive event response and optimization of deployed services.

This role will be Hybrid in any of the following locations: Richardson/McKinney, TX - Tewksbury, MA - Tucson, AZ

What You Will Do:

• Lead all CDS service portfolio mgmt. activities, maintaining close alignment with CDS project portfolio activities and the Program Management Office (PMO).
• Oversee governance and presentation of the CDS Service Catalog.
• Oversee governance and sustainment of CDS knowledge management resources.
• Ensure service quality by establishing and executing service readiness and release processes. Partner with CDS Service Owners to ensure newly developed services meet readiness criteria prior to release.
• Design and implement a comprehensive service monitoring program which measures system performance against established Service Level Agreements (SLAs) and enables proactive management of Classified Digital Services (CDS) through automated alerting and response.
• Integrate service monitoring capabilities with CDS business processes, providing actionable data for the CDS business case, cost estimates, and allocation models.
• Harmonize monitoring tools and processes across multiple IT environments.

Qualifications You Must Have:

• Typically requires a University Degree or equivalent experience and a minimum 12 years of experience, or an Advanced Degree and a minimum 10 years experience.
• 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.
• Ability to travel 10% of time.

Qualifications We Prefer:

• Experience with service portfolio and knowledge mgmt.
• Experience leading and directly supervising a team.
• Experience with continual service improvement and process improvement methodologies.
• Experience with service monitoring, orchestration and automation capabilities used to measure services against established Service Level Agreements (SLAs).
• Team leadership experience, preferably in a matrixed environment.
• ITIL certification
• CORE certification

What We Offer:

Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Learn More & Apply Now! Work Location: Remote Please consider the following role type definition as you apply for this role: Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

The salary range for this role is 147,000 USD - 295,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified individuals with a disability and protected veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.