Director, IT Service Integration and Management
1 week ago
Job Title: Director, IT Service Integration and Management
Job Code: 28562
Job Location: Melbourne, FL
Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off
Job Description:
L3Harris Technologies, Inc. is seeking a Director of IT Service Integration & Management (SIAM) to ensure seamless, end-to-end IT service delivery across multiple providers and technology domains including network, compute, cloud, data center, workplace, and operations. This role will champion the end-user experience, provide operational leadership, and act as the primary liaison between IT and Business Relationship Managers.
Essential Functions:
Define and execute the long-term Service Integration & Management (SIAM) vision, aligning IT services with business priorities.Serve as the single point of accountability for end-to-end service delivery and user experience.Govern cross-provider processes (incident, problem, change, request, capacity, etc.) ensuring integration across all technology towers.Monitor and report on SLAs/OLAs, driving accountability and continuous improvement.Lead day-to-day IT service performance, proactively resolving operational issues.Oversee on-site IT support ("hands and feet") for large manufacturing facilities, ensuring minimal disruption to production.Direct and improve support for executive leadership and VIP users.Partner with IT Business Relationship Managers to translate business requirements into actionable IT service improvements.Act as the voice of the end user in IT planning, design, and operations.Foster a customer-first culture, capturing feedback and driving enhancements to the digital workplace.Manage and negotiate with service providers across hardware, software, print, and support services.Hold partners accountable to contractual commitments, KPIs, and SLAs.Drive standardization, automation, and self-service enablement across services.Lead root cause analysis and implement long-term fixes for recurring issues.Champion process improvement, automation, and service optimization initiatives.Advance adoption of modern workplace technologies to enhance employee productivity and collaboration.Qualifications:
- Bachelor's Degree with a minimum of 15 years of prior related experience. Graduate Degree with a minimum of 13 years of prior related experience. In lieu of a degree, minimum of 19 years of prior related experience.
Preferred Additional Skills:
Strong vendor management and negotiation skills with a record of holding providers accountable.Demonstrated success leading cross-functional teams in a complex, matrixed organization.Exceptional communication and interpersonal skills; comfortable engaging at all levels, including executive leadership.Experience supporting manufacturing operations and C-suite leaders strongly preferred.Knowledge of ITIL processes (incident, problem, change, service level, etc.) and service management platforms (e.g., ServiceNow).Familiarity with digital workplace, end-user computing, and enterprise IT services.Prior experience in a SIAM or multi-vendor environment.ITIL v4 certification (Managing Professional or higher).Background in service delivery management, IT operations leadership, or business relationship management.Strong financial acumen and cost management capabilities.Skilled in change management and driving cultural transformation.Knowledge of cloud, collaboration platforms, and modern workplace solutions.#LI-NR1
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