Associate Director ITSM Lead for SAP S4 (Remote)

Date Posted:
2026-02-19
Country:
United States of America
Location:
US-VA-REMOTE
Position Role Type:
Remote
U.S. Citizen, U.S. Person, or Immigration Status Requirements:
Security Clearance Type:
None/Not Required
Security Clearance Status:
Not Required

Raytheon Technologies Corporation is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.

As a key member of the RTX Enterprise Infrastructure Services team, the Associate Director of Digital Operations - ITSM Lead defines, selects, and orchestrates the delivery and operationalization of digital technology infrastructure services for the multi-year Process and Systems Transformation (PST) effort. Reporting to the Director of Digital Operations, this role serves as the operational authority for ERP sustainment (SAP S/4HANA on NS2 RISE), acting as the primary bridge between complex vendor ecosystems and RTX's corporate service management standards.

The successful candidate will oversee the daily operations of the S/4HANA NS2 RISE ecosystem and associated applications on Azure Government, collaborating with cross-functional teams to ensure service continuity, high-side security compliance, and alignment with RTX's mission-critical business needs. This role will also include responsibilities for driving observability strategies, ensuring leadership communications, and coordinating technical teams both during and outside of outages. This individual will focus on driving operational excellence within a sovereign cloud environment, managing complex incidents and changes, and leading continuous improvement initiatives to enhance service delivery.

What You Will Do:

• Oversee the daily sustainment and operational integrity of the SAP S/4 solution on NS2 RISE and associated applications on Azure Government, ensuring enterprise accountability for service performance, availability, and strict adherence to FedRAMP/ITAR standards.
• Create, execute, and optimize processes related to ERP sustainment and ITSM governance.
• Direct end-to-end service management governance by leading Major Incident Management (MIM) for ERP outages and overseeing the resolution of complex service requests to minimize mission-critical disruptions.
• Hands-on approval and execution of complex changes, ensuring that all change activities are aligned with RTX's change management policies and operational risk tolerances.
• Manage and lead multidiscipline infrastructure teams, fostering collaboration and ensuring alignment with RTX's service delivery goals.
• Detailed coordination of technical teams during service outages to ensure swift and effective resolution of incidents while minimizing operational impact. This coordination will also occur proactively outside of outages to ensure service continuity.
• Align operational workflows with corporate ITSM processes to ensure standardized incident, change, and problem management across all internal matrix teams and external service providers.
• Govern the Shared Responsibility Model between RTX, SAP NS2, and Microsoft, ensuring that vendor-led maintenance (patches, kernel updates) is executed within the framework of RTX change management policies.
• Partner with Matrix Enterprise Services (Network, Firewall, IAM) to ensure seamless end-to-end connectivity and secure access, managing the dependencies that fall outside the SAP-managed cloud boundary.
• Support strategic vendor and partner relationships (e.g., SAP NS2, Large System Integrators) by conducting regular Service Level Agreement (SLA) reviews and driving accountability for day-to-day operational performance within the framework of vendor relationships managed by senior leadership.
• Drive Service Intelligence and Reporting by leveraging KPIs and cloud-native monitoring tools to provide the ITSM organization with real-time visibility into infrastructure health and vendor performance.
• Drive Service Intelligence and Reporting by developing and leveraging KPIs, dashboards, and cloud-native monitoring tools to provide real-time visibility into infrastructure health, application performance, and vendor compliance.
• Lead observability efforts by defining and implementing strategies for proactive monitoring, alerting, and diagnostic capabilities to enhance system reliability and reduce incident response times.
• Collaborate with cross-functional teams to implement observability best practices, ensuring seamless integration of monitoring solutions across the ERP ecosystem and supporting applications.
• Champion a culture of observability by continuously improving telemetry, log aggregation, and end-to-end visibility into system health to support operational excellence and incident prevention.
• Champion Problem Management and Continuous Improvement by leading "Shift-Left" and automation initiatives that reduce recurring incidents and enhance the reliability of ERP services.
• Execute the long-term sustainment roadmap by ensuring all new S/4HANA capabilities transition seamlessly from the transformation project mode into steady-state ITSM operations.
• Provide leadership communications, including regular updates to senior leadership and executive stakeholders, on operational performance, risks, and critical incidents.

Qualifications You Must Have:

• Typically requires a University Degree in Science, Technology, Engineering, or Mathematics (STEM) or equivalent experience, with a minimum of 12 years of prior relevant experience in infrastructure lifecycle leadership focused on ERP sustainment (SAP S/4HANA, SAP RISE, or similar large-scale ERP environments).
• Minimum 8 years of prior relevant digital operations experience and 4-6 years' experience leading multidiscipline infrastructure teams supporting enterprise-scale ERP operations.
• Requires deep management and leadership knowledge to lead cross-department project teams or manage across multiple related departments.
• Technical proficiency in the following areas: cloud operations (Azure Government preferred), networking, compute, storage, identity management, and observability tools to monitor and enhance system performance.
• Proven ability to provide executive-level communications and report to senior leadership.

Qualifications We Prefer:

• Proven experience implementing and managing FedRAMP/ITAR compliance frameworks in high-security environments, ensuring adherence to regulatory standards and operational security requirements.
• Demonstrated ability to deliver executive-level communications and insights to senior leadership, enabling informed decision-making and fostering transparency among key stakeholders.
• In-depth familiarity with ITSM governance frameworks (e.g., ITIL) and best practices for incident, change, and problem management in high-security environments.
• Experience driving operational efficiencies through automation, process improvement, and methodologies such as DevOps and Lean Six Sigma.
• Strong background in vendor performance management within sovereign cloud environments, including conducting SLA reviews, driving vendor accountability, and ensuring alignment with operational and security requirements.
• Familiarity with the SAP NS2 RISE ecosystem, Azure Government cloud, and associated cloud-native tools, as well as related ERP platforms and supporting technologies.
• Background in managing ERP observability and monitoring tools (e.g., Splunk, Datadog), with a focus on proactive monitoring, alerting, and diagnostics to enhance system reliability and performance.

Role Type - Remote:

• This position is currently designated as remote. However, the successful candidate will be required to work from one of the 50 U.S. states (excluding U.S. Territories). Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.

What We Offer:

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• And more!

Learn More & Apply Now!

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select 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.

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