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:**U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.**Security Clearance Type:**None/Not Required**Security Clearance Status:**Not RequiredRaytheon 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, #J-18808-Ljbffr