Service Design and Delivery Lead

RTX; United States; Remote; USD 157,000 - 299,000; Full time

Job summary

RTX is seeking an experienced Enterprise Service Designer to orchestrate cross-functional teams and design end-to-end enterprise services that deliver superior customer experiences. You will create service blueprints, journeys, and roadmaps, aligning business, process, technology, and stakeholders to enable scalable, digitally enabled solutions.

The role emphasizes systems thinking, operating models, and governance with a focus on standardization and AI-enabled transformation.

Qualifications

• Bachelor’s degree plus 12+ years in enterprise service design, digital transformation, customer experience, or process design.
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
• Proven ability to orchestrate cross-functional teams and influence senior stakeholders.
• Experience driving standardization, digitization, automation, and AI-enabled services.
• Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication and experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

Responsibilities

• Orchestrate cross-functional teams to design end-to-end enterprise services.
• Facilitate the creation of wing-to-wing value streams and future-state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills

Orchestration

Cross-functional leadership

Executive facilitation

Stakeholder alignment

Decision facilitation

Influence without authority

Systems thinking

Value stream design

Operating models

Service blueprinting

Human-centered design

AI enablement

Service roadmaps

Education

Bachelor’s degree (business, Engineering, IT, Design, or related field)

Tools

ServiceNow

ITIL

Agile

Enterprise Service Management

Job description

Date Posted:

2026-10-12

Country:

United States of America

Location:

US-KS-REMOTE

Position Role Type:

Remote

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems.

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

At RTX, the world’s largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

The following position is to join our RTX Enterprise Services team:

The Enterprise Service Designer orchestrates cross-functional teams to design scalable, end-to-end enterprise services that deliver exceptional customer experiences and business value. By applying systems thinking and service design principles, this role facilitates the development of customer journeys, wing-to-wing value streams, service blueprints, workflows, and service roadmaps, aligning business, process, technology, and customer experience stakeholders to create standardized, digitally enabled service solutions.

What You Will Do

Core Responsibilities

• Orchestrate cross-functional teams to design end-to-end enterprise services.
• Facilitate the creation of wing-to-wing value streams and future-state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills & Competencies

• Orchestration & Facilitation:
• Cross-functional leadership
• Executive facilitation
• Stakeholder alignment
• Decision facilitation
• Influence without authority

Systems Thinking:

• Enterprise thinking
• End-to-end value stream design
• Cross-functional dependency management
• Operating model design
• Service ecosystem thinking

Service Architecture & Design

• End-to-end service design
• Operational experience design
• Service performance measurement
• Service ecosystem design
• Organizational capability mapping
• Service maturity assessment
• Human-centered design

Transformation:

• Service blueprinting
• Process & workflow design
• Digital transformation
• AI opportunity identification
• Service roadmaps

Qualifications You Must have

• Bachelor’s degree in business, Engineering, IT, Design, or related field with 12+ years in enterprise service design, digital transformation, customer experience, or process design.
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
• Proven ability to orchestrate cross-functional teams and influence senior stakeholders.
• Experience driving standardization, digitization, automation, and AI-enabled services.
• Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication and experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

What We Offer

Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Please consider the following role type definition as you apply for this role:
Remote:

This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home).

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attendselect steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.

The salary range for this role is 157,200 USD - 298,800 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.