18h ago

New

$140,821 - $190,523/yr

IT Enterprise Operations Services Delivery Manager

Usa Ca Pasadenamid

OperationsProject Manager

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Quick Summary

Key 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),

Requirements Summary

Skills:Customer Satisfaction, Information Technology (IT) Services,

Technical Tools

OperationsProject Manager

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

NACI (T1)

Job Family:

IT Infrastructure and Operations

Requirements

~1 min read

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.

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

None

5 + years of related experience

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

~1 min read

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.

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. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

10-25%

Onsite

Work Location:

USA CA Pasadena

Additional Work Locations:

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.

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.

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.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Location & Eligibility

Where is the job

Usa Ca Pasadena

On-site at the office

Who can apply

Same as job location

About this job

Pay per year: $140,821–$190,523 a year; 23% above the $135,100 median for Project Manager jobs on Jobera (3,452 salaries).
Posted: Today
Employer: has 2,249 open jobs on Jobera.