IT Enterprise Operations Services Delivery Manager

General Dynamics Information Technology • Los Angeles, CA

6d • Onsite

About The Position

GDIT is seeking an IT Enterprise Operations Services Delivery Manager to support its NASA Business Area and the execution of initiatives across its NASA portfolio. The role helps deliver an integrated enterprise IT operations solution, including a 24×7 Service Desk, AI-enabled tools, onsite deskside support, a PC-as-a-Service hardware model, and engineering, cybersecurity, and IT Service Management development resources. The manager partners with the Program Manager, NASA JPL customer leadership, technical teams, project managers, engineering organizations, and other stakeholders to provide operational discipline, analysis, and leadership while supporting compliance with Federal and NASA requirements.

The position owns end-to-end delivery and performance of enterprise service desk and field support services. It establishes service targets and governance, oversees operational processes and workforce planning, develops service delivery personnel, and uses analytics, customer feedback, automation, and process improvement to strengthen service efficiency and customer experience. The role also provides executive reporting on service performance, risks, vendors, customer satisfaction, and financial results.

The position is onsite in Pasadena, California; candidates must reside in the area. Travel is 10–25%, and the schedule is 40 hours per week. Work visa sponsorship and relocation assistance are not provided. The likely salary range is $140,821–$190,523, with compensation determined based on factors including experience, location, and contractual requirements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field, or equivalent professional experience.
• ITIL 4 Foundation certification or a higher-level ITIL certification.
• At least 5 years of related experience.
• Extensive experience managing enterprise IT operations, service delivery, and end-user support in a complex organization.
• Demonstrated experience overseeing a 24×7 IT Service Desk and geographically distributed onsite Field Services.
• Experience managing enterprise mobility, telecommunications services, and Mobility and Telecom Expense Management.
• Strong knowledge of ITIL-based service management processes, SLA governance, incident management, and continual service improvement.
• Experience with ITSM platforms such as ServiceNow and reporting or analytics tools.
• Experience managing vendors, service contracts, budgets, and operational performance.
• Strong leadership, communication, stakeholder management, and problem-solving skills.
• Excellent oral, written, and presentation communication skills, including the ability to explain complex technical topics to diverse stakeholders.
• Experience mentoring or supporting remote teams, including coordination and performance management.
• Ability to obtain and maintain a Public Trust clearance.
• Must reside in the Pasadena, California area and work onsite.
• Work visa sponsorship is not provided.

Nice To Haves

• Project Management Professional (PMP) certification or equivalent program management experience.
• Experience supporting the NASA JPL environment, customers, and solution development tailored to NASA mission needs.
• ITIL 5 Foundation certification.

Responsibilities

• Own the end-to-end delivery and performance of a 24×7 IT Service Desk supporting enterprise users.
• Establish and manage service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), and customer experience targets.
• Oversee incident management, service request fulfillment, escalations, major incident communications, and problem resolution.
• Monitor ticket volumes, response and resolution times, first-contact resolution, backlog, abandonment rates, and customer satisfaction.
• Manage staffing models, workforce forecasting, shift schedules, resource utilization, and operational handoffs.
• Drive self-service adoption, knowledge management, automation, and continuous improvement to reduce recurring incidents and improve efficiency.
• Manage onsite deskside and field support services, including coverage models, dispatch procedures, escalation paths, and service delivery standards.
• Optimize field technician productivity, first-time fix rates, dispatch efficiency, and customer satisfaction.
• Lead and develop service desk supervisors, field support leads, mobility administrators, and service delivery personnel.
• Collaborate with IT leadership, business stakeholders, and service providers to align support services with enterprise priorities.
• Use service analytics, customer feedback, process standardization, automation, and self-service capabilities to drive continuous improvement.
• Provide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.
• Support execution of GDIT strategic initiatives and compliance with Federal and NASA requirements.
• Support meetings and technical discussions independently, and manage schedules, timelines, deliverables, metrics reporting, demonstrations, and virtual training.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) with company match.
• Competitive pay and paid time off.
• Medical plan options, some with Health Savings Accounts.
• Dental plan options.
• Vision plan.
• Full flex work weeks where possible.
• Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
• Short- and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager