IT Service Management (ITSM) Specialist (Puerto Rico)

RTX•Santa Isabel, PR

20h•Remote

About The Position

The IT Service Management (ITSM) Specialist is responsible for driving operational excellence across the hosting infrastructure (compute) environment supporting the RTX business unit. This role provides leadership over ITSM processes, service operations, and governance to ensure reliable, scalable, and cost-effective compute services aligned to business needs. The ideal candidate brings strong ITSM discipline, infrastructure awareness, and a data-driven mindset to manage service request operations, platform and asset lifecycle, vendor performance, and technical debt reduction across a complex enterprise environment.

Requirements

A University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience.
Experience working with ITIL-based service management practices.
Experience supporting compute and hosting infrastructure environments.
Experience managing service request operations at scale.
Experience with operational reporting, KPIs, and executive-level communication.
Experience with vendor management and governance.
3+ years of experience managing platform lifecycle, assets, and inventory.

Nice To Haves

ITIL certification (Foundation or higher).
Experience with ServiceNow
8+ years of experience in IT Service Management, Infrastructure Operations, Customer Operations, Enterprise Datacenter Services or related roles.
Advanced experience with Microsoft products, specifically Excel & PowerPoint
Experience in large, regulated, or mission-critical enterprise environments.
Familiarity with hybrid infrastructure and enterprise compute platforms.
Experience leading service transformation or operational maturity initiatives.
Strong financial and cost-management acumen related to infrastructure services.

Responsibilities

Lead IT Service Management (ITSM) processes for hosting infrastructure services, ensuring alignment with ITIL best practices.
Serve as the primary ITSM partner for RTX compute infrastructure, collaborating with engineering, architecture, cybersecurity, and business stakeholders.
Drive standardization, automation, and continuous improvement to enhance service delivery and operational efficiency.
Manage end-to-end service request operations, including intake, fulfillment, SLA performance, and escalations.
Monitor operational metrics and develop executive dashboards to drive data-informed decisions and capacity planning.
Oversee compute platform asset and inventory lifecycle management to support financial transparency, compliance, and lifecycle planning.
Partner with finance and engineering teams to align infrastructure investments with business priorities and technology roadmaps.
Manage infrastructure vendor relationships, ensuring performance meets contractual SLAs and operational expectations.
Identify, prioritize, and drive remediation of technical debt to improve platform reliability, scalability, and cost optimization.
Provide strategic operational insights and recommendations that reduce risk, improve customer experience, and strengthen infrastructure service performance.