IT Service Management Lead - Compute Infrastructure
RTX
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Benefits offered by this job
Job summary
RTX Enterprise Services in Puerto Rico is seeking an ITSM Specialist to drive operational excellence across the hosting infrastructure (compute) environment. The role will lead ITSM processes, governance, and service operations to ensure reliable, scalable compute services aligned to RTX’s business needs.
The ideal candidate brings ITIL discipline, experience with hosting infrastructure, and a data-driven mindset to manage service requests, asset lifecycle, vendor performance, and technical debt
Qualifications
- University degree or equivalent with at least 5 years of relevant work experience.
- Advanced degree with at least 3 years of relevant experience.
- Experience with ITIL-based service management practices.
- Experience supporting compute and hosting infrastructure.
- Experience managing service requests at scale.
- Experience with operational reporting and KPI dashboards.
- Experience with vendor governance.
Responsibilities
- Lead ITSM processes for hosting infra services following ITIL.
- Serve as ITSM partner for RTX compute infra with engineering, architecture, cybersecurity, and business stakeholders.
- Drive standardization, automation, and continuous improvement of service delivery.
- Manage end-to-end service request operations, including intake, fulfillment, SLA performance, and escalations.
- Monitor metrics and develop executive dashboards for data-informed decisions and capacity planning.
- Oversee compute platform asset and inventory lifecycle management for financial transparency and compliance.
- Partner with finance and engineering to align infra investments with business roadmaps.
- Manage infrastructure vendor relationships to ensure performance and SLAs.
- Identify and remediate technical debt to improve reliability and cost efficiency.
- Provide strategic operational insights to reduce risk and improve customer experience.
Skills
Education
Tools
Job description
RTX Enterprise Services in Puerto Rico is seeking an ITSM Specialist to drive operational excellence across the hosting infrastructure (compute) environment. The role will lead ITSM processes, governance, and service operations to ensure reliable, scalable compute services aligned to RTX’s business needs.
The ideal candidate brings ITIL discipline, experience with hosting infrastructure, and a data-driven mindset to manage service requests, asset lifecycle, vendor performance, and technical debt
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