{"id":3589805,"url":"https://alion.io/job/general-dynamics-information-technology-it-enterprise-operations-services-delivery-manager","title":"IT Enterprise Operations Services Delivery Manager","company":{"id":4418,"name":"General Dynamics Information Technology","domain":"gdit.com","url":"https://alion.io/company/gdit","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":51,"ghost_share":0,"stale_share":0.176,"repost_share":0.059,"time_to_fill_p50_days":37,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":140821,"max":190523,"currency":"USD","period":"year","gross":null,"usd_annual":190523},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-30T00:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-11T05:52:19Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Type of Requisition:\nPipelineClearance Level Must Currently Possess:\nNoneClearance Level Must Be Able to Obtain:\nNonePublic Trust/Other Required:\nNACI (T1)Job Family:\nIT Infrastructure and OperationsJob Qualifications:\nSkills:\nCustomer Satisfaction, Information Technology (IT) Services, Service DeliveryCertifications:\nNoneExperience:\n5 + years of related experienceUS Citizenship Required:\nNo Job Description:\nGDIT 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.\nGDIT 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.\nAs 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.\nThe 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.\nIn 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.\nResponsibilities include:\nEnterprise IT Operations and Service Delivery\nOwn the end-to-end delivery and performance of a 24×7 IT Service Desk supporting enterprise users\nEstablish and manage service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), and customer experience targets.\nOversee incident management, service request fulfillment, escalation management, major incident communications, and problem resolution.\nMonitor ticket volumes, response and resolution times, first-contact resolution, backlog, abandonment rates, and customer satisfaction.\nManage staffing models, workforce forecasting, shift schedules, resource utilization, and operational handoffs.\nDrive self-service adoption, knowledge management, automation, and continuous improvement to reduce recurring incidents and improve service efficiency.\nManage onsite deskside and field support services\nEstablish field support coverage models, dispatch procedures, escalation paths, and service delivery standards.\nOptimize field technician productivity, first-time fix rates, dispatch efficiency, and customer satisfaction.\nLead and develop service desk supervisors, field support leads, mobility administrators, and service delivery personnel.\nCollaborate with IT leadership, business stakeholders, and service providers to align support services with enterprise priorities.\nDrive continuous improvement through service analytics, customer feedback, process standardization, automation, and self-service capabilities.\nProvide regular executive reporting on service performance, operational risks, vendor performance, customer satisfaction, and financial results.\nRequired Qualifications:\nBachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field, or equivalent professional experience.\nITIL 4 Foundation or higher-level ITIL certification.\nExtensive experience managing enterprise IT operations, service delivery, and end-user support in a complex organization.\nDemonstrated experience overseeing a 24×7 IT Service Desk and geographically distributed on-site Field Services.\nExperience managing enterprise mobility, telecommunications services, and Mobility and Telecom Expense Management.\nStrong knowledge of ITIL-based service management processes, SLA governance, incident management, and continual service improvement.\nExperience with ITSM platforms such as ServiceNow and reporting or analytics tools.\nExperience managing vendors, service contracts, budgets, and operational performance.\nStrong leadership, communication, stakeholder management, and problem-solving skills.\nExcellent oral, written, and presentation communication skills, with the ability to convey complex technical topics to diverse stakeholders and support meetings and technical discussions independently.\nExperience mentoring or supporting remote teams, including coordination and performance management activities.\nExperience with schedule creation, timeline tracking, deliverables management, metrics reporting, demonstrations, and virtual training.\nAbility to obtain and maintain a Public Trust clearance.\nDesired Qualifications:\nProject Management Professional (PMP) or equivalent program management experience.\nExperience supporting the NASA JPL environment, customers, and solution development tailored to NASA mission needs.\nITIL 5Foundation certification.\nPlease Note:\nWork visa sponsorship will not be provided for this position.\nWork will be on-site in Pasadena, CA and candidates must reside in the area. No relocation assistance will be provided.\nGDIT IS YOUR PLACE\nAt GDIT, the mission is our purpose, and our people are at the center of everything we do.\nGrowth: AI-powered career tool that identifies career steps and learning opportunities\nSupport: An internal mobility team focused on helping you achieve your career goals\nRewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off\nCommunity: Award-winning culture of innovation and a military-friendly workplace\nThe 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:\n40Travel Required:\n10-25%Telecommuting Options:\nOnsiteWork Location:\nUSA CA PasadenaAdditional Work Locations:\nTotal Rewards at GDIT:\nOur 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:\nAs 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:\nWe 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 atgdit.com/tc.\nEqual Opportunity Employer / Individuals with Disabilities / Protected Veterans","description_format":"text","description_chars":8983,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["401k plan","Relocation assistance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Government","Military","Professional Services","National Security"],"lifecycle":[{"event":"open","at":"2026-11-01T17:18:53Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":14,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 21 · green card filings: 4","filings_12m":21,"filings_prev_12m":30,"green_card_filings_12m":4,"median_offered_wage_usd":154900,"route":null,"cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)","Alion: sponsorship offered in the employer's own job adverts (24 months)"],"filings_for_role_12m":0}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.89,"p_room":1,"age_days":12,"expected_fill_days":37,"reasons":["seen:12","velocity","win:early","comp:brand"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":190523,"is_top_pay":false},"html_url":"https://alion.io/job/general-dynamics-information-technology-it-enterprise-operations-services-delivery-manager","json_url":"https://alion.io/job/general-dynamics-information-technology-it-enterprise-operations-services-delivery-manager.json","meta":{"generated_at":"2026-11-11T15:13:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28349,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418},"rest":"https://alion.io/mcp/rest/get_company?id=4418"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgeneral-dynamics-information-technology-it-enterprise-operations-services-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgeneral-dynamics-information-technology-it-enterprise-operations-services-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgeneral-dynamics-information-technology-it-enterprise-operations-services-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/general-dynamics-information-technology-it-enterprise-operations-services-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgeneral-dynamics-information-technology-it-enterprise-operations-services-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3589805}},{"tool":"search_jobs","arguments":{"company":"gdit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3589805},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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