Develop and execute the IT operations and user experience strategies to ensure service availability, reliability, and scalability across classified and unclassified environments
Define and monitor operational KPIs, SLAs, and Experience Level Agreements (XLAs) to track and enhance service performance and user satisfaction
Establish and maintain runbooks, operational playbooks, and standardized operating procedures to ensure consistent and efficient operations.
Drive a customer-centric IT culture focused on service excellence and operational efficiency
Incident, Problem, & Change Management
Oversee enterprise-wide incident management, including escalation, communication, root cause analysis, and recovery efforts
Oversee problem management processes to identify systemic issues and eliminate recurring failures
Manage the change management process in partnership with Application Development, Infrastructure, and Security teams to balance speed and risk mitigation
Ensure consistent adherence to ITIL-based service management practices, driving continuous improvement initiatives. Collaborate with infrastructure and cloud teams to maintain high availability, reliability, and scalability of IT systems
Leverage operational data, automation, and analytics to eliminate root causes and improve service resilience
Service Desk & End-User Experience
Manage the enterprise service desk function, ensuring fast resolution times, high-quality support, and positive user experiences
Drive initiatives to enhance quality of service, self-service capabilities, automation, and ticket reduction
Align service desk operations with end-user platforms (e.g., endpoint engineering, identity, and collaboration tools) for seamless user support
Improve service turnaround times, quality, and customer satisfaction metrics across all support channels
Cross-Functional Collaboration & Mission Support
Partner with Stakeholder Partners to align IT operations with mission and business priorities
Collaborate with Application Development, Infrastructure, and Security teams to support deployments, upgrades, and platform changes
Coordinate with data management teams to ensure operational readiness and support for analytics platforms, data pipelines, and mission-critical services
Ensure operational compliance with NIST, CMMC, and corporate governance frameworks
Governance, Compliance & Risk Management
Participate in OCIO governance forums, contributing to strategy, alignment, and operational planning
Identify and mitigate operational risks, ensuring regulatory and corporate compliance for classified and unclassified environments.
Maintain documentation, controls, and evidence to support audits and meet internal and external regulatory requirements
Leadership, Team Development & Vendor Oversight
Lead and mentor a team o
Benefits
Vision insurance
Additional Information
The Aerospace Corporation is the trusted partner to the nation's space programs, solving the hardest problems and providing unmatched technical expertise. As the operator of a federally funded research and development center (FFRDC), we are broadly engaged across all aspects of space- delivering innovative solutions that span satellite, launch, ground, and cyber systems for defense, civil and commercial customers. When you join our team, you'll be part of a special collection of problem solvers, thought leaders, and innovators. Join us and take your place in space.
Job Summary
The Principal Director, Service Operations , serves as a strategic and operational leader, responsible for driving productivity, enhancing user experiences, and delivering exceptional quality of IT & customer services across the organization. Acting as the primary representative of the Enterprise Information Services (EIS) division, this role oversees a diverse portfolio of enterprise IT operations, including end-user platforms (e.g., mobile, AV, and telephony), productivity tools (e.g., M365 and CRM), service desks (both classified and unclassified), and the vendor management office. This encompasses optimizing service provider relationships, managing hardware and software assets, and overseeing IT procurement services.
Reporting to the Deputy CIO/General Manager of the EIS Division, the Principal Director prioritizes customer service excellence and operational performance by leveraging robust IT service management (ITSM) practices and ensuring seamless delivery of key platforms such as M365 and ServiceNow. Serving as a trusted partner to executive leadership and IT teams, this role fosters collaboration to maintain secure, resilient, and scalable IT services. By advancing operational maturity, standardizing processes, and championing continuous improvement, the Principal Director ensures exceptional service delivery and drives measurable outcomes that support organizational success.
The selected candidate will be required to work full-time, on-site at our facility in Chantilly, VA or El Segundo CA.
Aero · El Segundo, CA