Digital Hosting Service Delivery Lead, Associate Director, Remote

RTX•Boston, MA

22d•Remote

About The Position

At Raytheon, the foundation of everything we do is rooted in our values and a higher calling – to help our nation and allies defend freedoms and deter aggression. We bring the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. Our team solves tough, meaningful problems that create a safer, more secure world. Digital Technology Service Delivery Leads (SDLs) are responsible for managing a suite of infrastructure products and services that directly impact business unit operations, factory support, and the end-user experience. SDLs serve as the primary connection between RTX Corporate DT Enterprise Services (ES) and Raytheon Business Unit (BU) stakeholders, ensuring that business requirements are reflected in service design, feature implementation, improvement strategies, and operational support. This “Hosting SDL” role is accountable for driving continuous improvement across hosting service delivery processes, with a focus on reliability, resiliency, usability, and customer value. SDLs manage cross-functional delivery teams, guide the implementation of technical enhancements, and champion Agile-aligned practices across their domain. They are ambassadors of customer experience and business outcome realization, ensuring hosting services evolve to meet changing business needs. SDLs also partner closely with the Operations, Supply Chain, and Quality (OSCQ) team to standardize factory support processes, enhance hosting infrastructure resiliency, and optimize workload placement strategies across on-premises, cloud, and hybrid environments. This role requires working across a complex, matrixed environment to influence and align with peers, stakeholders, and technical teams to optimize and standardize digital hosting infrastructure service delivery. Key responsibilities include overseeing hosting service development and sustainment, improving performance against Service Level Agreements (SLAs), conducting regular reviews of hosting service health and delivery metrics, and leading initiatives to enhance automation and streamline hosting operational processes. SDLs play a critical role in ensuring that hosting services align with enterprise standards while delivering measurable business outcomes.

Requirements

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
Experience in IT hosting service delivery, hosting infrastructure operations, or IT business technology roles.
Experience with team leadership or with management on technical hosting projects/programs.
Financial management experience, including AOP creation and budget oversight.
Experience working with and/or managing delivery by a managed services provider.

Nice To Haves

Strong understanding of hosting delivery, user experience principles, and operational support models.
Experience supporting enterprise users or business units in a complex, matrixed organization.
Familiarity with Agile delivery practices or product operating models preferred.
Relevant certifications such as ITIL Foundation, CORE Apprentice/Champion, or SAFe certification are a plus.
Ability to translate business or user requirements into hosting service features and delivery plans.
Experience with hosting service automation, process optimization, or service improvement initiatives.
Experience working with outsourced hosting service providers and/or an internal shared services team.
Effective cross-functional communication and stakeholder management skills.
Knowledge of hosting service delivery metrics, SLAs, and enterprise performance reporting.
Ability to coach and support team members in adopting product-oriented mindsets and continuous improvement practices.
Experience partnering with operational teams such as OSCQ to align IT services with critical factory and supply chain needs.
Knowledge of workload placement strategy development, including balancing performance, cost, and resiliency considerations

Responsibilities

Serve as the voice of the BU in Enterprise Services (ES) Hosting delivery processes, translating operational requirements into user-centric hosting solutions.
Act as a customer advocate in design and delivery discussions, ensuring hosting solutions reflect real-world use cases and friction points.
Partner with the Operations, Supply Chain, and Quality (OSCQ) team to standardize factory hosting support processes and increase resiliency of hosting services.
Collaborate with OSCQ and other stakeholders to define and implement workload placement strategies, ensuring alignment with business objectives, cost considerations, and performance requirements.
Ensure that delivered hosting services meet intended business outcomes and continuously evolve to support changing user needs.
Influence and coordinate cross-functional teams to ensure timely, aligned hosting service delivery across technical domains.
Manage end-to-end implementation and continuous improvement of hosting services in areas such as on-premises data centers, cloud environments, and virtualization platforms.
Collaborate with business and digital stakeholders to design, configure, and enhance hosting product features.
Partner with ES Hosting product and platform teams to align service delivery with customer expectations and enterprise standards.
Lead hosting service development and configuration activities, from initial requirement gathering through implementation and sustainment.
Oversee hosting service optimization through automation, tooling, and process improvement.
Monitor and improve performance against Hosting Service Level Agreements (SLAs).
Conduct regular reviews of hosting service health, user experience, and delivery metrics; recommend and implement enhancements.
Contribute to hosting product planning cycles by bringing forward BU service needs and delivery considerations, including resourcing, sequencing, and operational impacts.
Provide expertise in financial management and Annual Operating Plan (AOP) creation to ensure alignment of hosting services with budgetary goals and strategic priorities.
Utilize financial acumen to monitor hosting service costs, identify opportunities for optimization, and ensure effective allocation of resources.
Manage and oversee hosting service delivery by managed services providers, ensuring adherence to performance standards, contractual obligations, and alignment with business objectives.