IT Enterprise Operations Services Delivery Manager

General Dynamics IT; Pasadena (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

General Dynamics IT is seeking an IT Enterprise Operations Services Delivery Manager to support our NASA Business Area.

The role drives the 24x7 IT Service Desk, field services, and PC-as-a-Service models, collaborating with NASA leadership and program teams to ensure service delivery excellence and customer satisfaction.

Qualifications

• Bachelor's degree 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.

Responsibilities

• Own the end-to-end delivery and performance of a 24×7 IT Service Desk supporting enterprise users.
• Establish SLAs, OLAs, KPIs, and customer experience targets.
• Oversee incident management, service request fulfillment, escalation management, major incident communications, and problem resolution.
• Provide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.

Skills

Leadership

Communication

Stakeholder management

Problem solving

Service delivery

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or related field

Tools

ServiceNow

Analytics tools

Job description

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

NACI (T1)

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Customer Satisfaction, Information Technology (IT) Services, Service Delivery Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

No

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

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