Title:  IT Service Delivery Lead

Job Title: IT Service Delivery Lead

Job Code: 24584

Job Location: Remote

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

Job Description:

The Enterprise Services and Strategy (ESS) organization is responsible for supporting all aspects of managed services delivery and IT outsourcing services within the IT organization. This role encompasses the delivery of infrastructure, application, and service desk services, ensuring seamless and efficient IT operations across the organization.

Essential Functions:

• Overseeing the delivery of IT services, ensuring they meet business requirements and customer expectations.
• Track key performance indicators (KPIs), identifying areas for improvement, and ensuring service level agreements (SLAs) are met
• Conduct regular service reviews with vendors, addressing any issues and driving continuous improvement initiatives.
• Collaborating with internal and external stakeholders, including customers, business units, and vendors, to ensure effective service delivery.
• Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and customer satisfaction.
• Develop and maintain comprehensive service delivery reports, providing insights into performance, trends, and areas for improvement.
• Assist with driving the resolution of customer escalations in a timely manner
• Establish operational plans for job area with short-term impact on results (e.g., less than 1 year).
• Occasional travel to support supplier meetings, conferences or other IT projects
• No requirement to obtain a US security clearance

Qualifications:

• Bachelor’s Degree and minimum 4 years of prior relevant experience. Graduate Degree and a minimum of 2 years of prior related experience. In lieu of a degree, minimum of 8 years of prior related experience.

Preferred Additional Skills:

• Strong understanding of IT outsourcing models and ITIL framework.
• Excellent negotiation and communication skills
• Ability to work collaboratively across departments and with external vendors
• Detail-oriented with strong organizational and analytical skills
• Proficient in contract management software and Microsoft Office Suite
• Experience in a technology or defense industry
• Experience with ServiceNow.
• Minimum of 5 years of experience in IT outsourcing or  Services Delivery, with a focus on IT services
• ITIL v4 Certification or ability to obtain within 90 days of start date.
• Ability to work across regions, sectors and segments to influence change across the organization
• Demonstrated success leading large IT technology initiatives with enterprise level impact and have managed supplier/vendor relationships
• Capability to understand and analyze complex business processes/problems and develop clear solution proposals
• Ability to engage internal Business Partners and team members at all levels of the organization, and can clearly present ideas and concepts to executive leaders                                                                                                                                                                                                                                                                                        
• Self-aware individual who can collaborate both internally and externally, and resolve cross-team conflicts

In compliance with pay transparency requirements, the salary range for this role in Colorado State, Hawaii, Illinois, Maryland, Minnesota, Vermont and New York State is $71,500-$132,500. For California, Seattle, Washington D.C., Maryland Greater Washington D.C. area, the city of Denver, Washington State and New York City, the salary range for this role is $82,500-$153,000. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.

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