Director, Service Assurance Leader (Remote)

RTX•US-CT-REMOTE, CT

3d•$186,200 - $353,800•Remote

About The Position

At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense. Our Pratt Whitney Global Digital Technology team has an exciting new remote for a highly experienced, highly motivated Director, Service Assurance Leader. The Director of Service Assurance is responsible for maintaining operational and service excellence across all Digital services for Pratt & Whitney. This role requires extensive experience and critical judgment to ensure alignment of service scope with budgets, risk management, operational excellence, service excellence, and special projects execution. This leader supervises a team of specialists covering all areas of scope. This role reports to the VP, CDO within the Pratt & Whitney Digital Team.

Requirements

Bachelor’s Degree with 14+ years of experience in operational excellence, service excellence, or related field; OR an advanced degree with a minimum of 12+ years of experience in operational excellence, service excellence, or related field.
Extensive experience in metrics and reporting, financial reporting, and risk management.
Familiarity with IT service management frameworks (e.g., ITIL).
U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems.

Nice To Haves

Strong critical judgment and decision-making skills.
Knowledge of applicable regulations (SOX, ITAR, EAR) and Pratt & Whitney and RTX policies.
Proven ability to lead planning and coordination with multiple stakeholders.

Responsibilities

Establishes processes and best practices to ensure alignment of actions, users, licenses, vendors, SLAs, etc.) with the budgets of PW Digital and all financial planning processes of Pratt & Whitney and RTX.
Facilitates requisite planning and reporting with PW Digital leadership team, finance, and operations leads to manage and control the annual operating plan and long-range plan.
Builds and manages the cadence for PW Digital’s operational rhythm, ensuring accountability and visibility through monthly Operations, Finance, and Business Management reviews.
Tracks improvement targets, control tower measures, finances, and key initiatives in partnership with PW Digital leadership.
Maintains folder structures and Teams Channel repository strategy for PW Digital.
Collaborates with PW Digital Office of the CDO to maintain key dates / deliverables calendar.
Launches and supports employee engagement program in partnership with PW Digital leadership team, Communications and HR focused on engagement and Pulse survey action planning.
Develops and maintains metrics, templates and dashboards that support Operations, Finance and Business Management reviews in partnership with PW Digital leadership team and PW digital partners.
Creates reporting and dashboarding views aligned with best practices from PW Digital Office of the CDO, CORE and RTX Digital teams.
Develop processes and best practices for PW Digital service delivery in accordance with standard IT service management frameworks (e.g., ITIL) and cybersecurity policies and processes of Pratt & Whitney and RTX.
Focuses on major processes such as service level management, incident/problem management, service fulfillment, and security/compliance.
Partners with PW Digital leadership and application teams to understand issues (high number of incidents, bad user experience, incorrect access, etc.) and drive changes.
Supports and executes on special projects in collaboration with the office of the CDO, PW Digital leadership team, and key partners across the organization.