Title:  Director, IT Service Integration and Management

Job Title: Director, IT Service Integration and Management  

Job Code: 28562

Job Location: Melbourne, FL

Job Schedule:  9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

Job Description:

L3Harris Technologies, Inc. is seeking a Director of IT Service Integration & Management (SIAM) to ensure seamless, end-to-end IT service delivery across multiple providers and technology domains including network, compute, cloud, data center, workplace, and operations. This role will champion the end-user experience, provide operational leadership, and act as the primary liaison between IT and Business Relationship Managers.

Essential Functions:

• Define and execute the long-term Service Integration & Management (SIAM) vision, aligning IT services with business priorities.
• Serve as the single point of accountability for end-to-end service delivery and user experience.
• Govern cross-provider processes (incident, problem, change, request, capacity, etc.) ensuring integration across all technology towers.
• Monitor and report on SLAs/OLAs, driving accountability and continuous improvement.
• Lead day-to-day IT service performance, proactively resolving operational issues.
• Oversee on-site IT support (“hands and feet”) for large manufacturing facilities, ensuring minimal disruption to production.
• Direct and improve support for executive leadership and VIP users.
• Partner with IT Business Relationship Managers to translate business requirements into actionable IT service improvements.
• Act as the voice of the end user in IT planning, design, and operations.
• Foster a customer-first culture, capturing feedback and driving enhancements to the digital workplace.
• Manage and negotiate with service providers across hardware, software, print, and support services.
• Hold partners accountable to contractual commitments, KPIs, and SLAs.
• Drive standardization, automation, and self-service enablement across services.
• Lead root cause analysis and implement long-term fixes for recurring issues.
• Champion process improvement, automation, and service optimization initiatives.
• Advance adoption of modern workplace technologies to enhance employee productivity and collaboration.

Qualifications:

• Bachelor’s Degree with a minimum of 15 years of prior related experience. Graduate Degree with a minimum of 13 years of prior related experience. In lieu of a degree, minimum of 19 years of prior related experience.

Preferred Additional Skills:

• Strong vendor management and negotiation skills with a record of holding providers accountable.
• Demonstrated success leading cross-functional teams in a complex, matrixed organization.
• Exceptional communication and interpersonal skills; comfortable engaging at all levels, including executive leadership.
• Experience supporting manufacturing operations and C-suite leaders strongly preferred.
• Knowledge of ITIL processes (incident, problem, change, service level, etc.) and service management platforms (e.g., ServiceNow).
• Familiarity with digital workplace, end-user computing, and enterprise IT services.
• Prior experience in a SIAM or multi-vendor environment.
• ITIL v4 certification (Managing Professional or higher).
• Background in service delivery management, IT operations leadership, or business relationship management.
• Strong financial acumen and cost management capabilities.
• Skilled in change management and driving cultural transformation.
• Knowledge of cloud, collaboration platforms, and modern workplace solutions.

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