IT Enterprise Operations Services Delivery Manager
About The Position
GDIT is seeking an IT Enterprise Operations Services Delivery Manager to support its NASA Business Area and help pursue and execute initiatives across its NASA portfolio. The role supports an integrated service solution encompassing 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 development resources. The manager partners with the Program Manager, NASA JPL customer leadership, technical teams, project managers, engineering organizations, and other internal and external stakeholders. The position provides operational discipline, analysis, and leadership while supporting strategic initiatives and compliance with Federal and NASA requirements. The successful candidate brings ITIL-based service management experience, a record of handling complex operations, personnel support, customer relationships, and service delivery, and strong written and verbal communication skills. This position is on-site in Pasadena, California, and candidates must reside in the area. Relocation assistance and work visa sponsorship are not provided. The role is scheduled for 40 hours per week and requires 10–25% travel.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field, or equivalent professional experience.
- ITIL 4 Foundation or higher-level ITIL certification.
- Five or more years of related experience.
- Extensive experience managing enterprise IT operations, service delivery, and end-user support in a complex organization.
- Demonstrated experience overseeing a 24x7 IT Service Desk and geographically distributed on-site 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 and independently support meetings and technical discussions.
- Experience mentoring or supporting remote teams, including coordination and performance management activities.
- Experience with schedule creation, timeline tracking, deliverables management, metrics reporting, demonstrations, and virtual training.
- Ability to obtain and maintain a Public Trust clearance.
- Must reside in the Pasadena, California area and work on-site.
- 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 end-to-end delivery and performance of a 24x7 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 service efficiency.
- Manage onsite deskside and field support services.
- Establish field support 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.
- Drive continuous improvement through service analytics, customer feedback, process standardization, automation, and self-service capabilities.
- Provide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.
- Support execution of GDIT's strategic initiatives and help ensure compliance with Federal and NASA requirements.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) plan with company match.
- Competitive pay.
- Paid time off, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
- Medical plan options, some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance are provided or available.
- Full flex work weeks where possible.
- AI-powered career tool identifying career steps and learning opportunities.
- Internal mobility team focused on helping employees achieve career goals.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
