IT Enterprise Operations Services Delivery Manager

GD Information Technology, Inc.; Los Angeles (CA); On-site; USD 141,000 - 191,000; Full time

Job summary

General Dynamics Information Technology, Inc. in Pasadena, CA, seeks an IT Enterprise Operations Services Delivery Manager to guide the end-to-end service delivery of a 24×7 IT Service Desk and related on-site Field Services.

This role integrates AI-enabled tools, PC-as-a-Service hardware, and ITSM development resources to support NASA JPL initiatives. The candidate will lead with ITIL-based practices, manage SLAs and KPIs, oversee incident resolution, and maintain strong customer relationships.

Qualifications

• 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.
• 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 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, with the ability to convey complex technical topics to diverse stakeholders and support meetings and technical discussions independently.
• 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.

Responsibilities

• Enterprise IT Operations and Service Delivery 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, escalation management, 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.

Skills

ITIL

Service Management

Leadership

Communication

Stakeholder Management

Public Trust clearance

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering

Tools

ServiceNow

Job description

Job Description

GDIT is seeking an IT Enterprise Operations Services Delivery Manager to support our NASA Business Area in driving the successful pursuit and execution of key initiatives across our growing NASA portfolio. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

The IT Enterprise Operations Services Delivery Manager will play a critical role in supporting and helping execute a comprehensive solution that integrates and manages a 24x7 Service Desk, advanced AI-enabled tools, efficient on-site deskside support, a PC-as-a-Service hardware model, and complementary engineering, cybersecurity, and IT Service Management (ITSM) development resources.

As an IT Enterprise Operations Services Delivery Manager, you will partner closely with the Program Manager, internal/external teams NASA JPL customer leadership, technical teams, projects managers, engineering organizations to provide operational discipline, thoughtful analysis, and steady leadership.

The successful candidate will be an experienced IT Enterprise Operations Services Delivery professional with prior ITIL-based service management and a proven track record supporting projects with similar operational complexity. The candidate must demonstrate success in personnel support, positive customer relationships, and service delivery excellence, with a focus on innovation and customer experience. Outstanding written and verbal communication skills are essential in a fast-paced environment with multiple concurrent work streams.

In this Operations Services Delivery Manager role, you will support execution of GDIT’s strategic initiatives and help ensure compliance with Federal and NASA requirements. This position requires a motivated leader who can navigate complex challenges, execute tasks effectively, and build trusted relationships with internal teams and customer stakeholders.

Responsibilities include

• Enterprise IT Operations and Service Delivery 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, escalation management, 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.

Required Qualifications

• 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.
• 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 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, with the ability to convey complex technical topics to diverse stakeholders and support meetings and technical discussions independently.
• 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.

Desired Qualifications

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

Please Note

Work visa sponsorship will not be provided for this position. Work will be on-site in Pasadena, CA and candidates must reside in the area. No relocation assistance will be provided.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

The likely salary range for this position is $140,821 - $190,523.

Work Schedule and Location

Scheduled Weekly Hours: 40 Travel Required: 10-25% Telecommuting Options: Onsite Work Location: USA CA Pasadena Additional Work Locations:

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as 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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

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