Service Design and Delivery Lead

About the role

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With three market‑leading businesses, world‑class operations and investments in R&D, RTX offers capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

This role is remote and requires U.S. citizenship (only U.S. citizens are authorized to access certain necessary systems).

Responsibilities

• Orchestrate cross‑functional teams to design end‑to‑end enterprise services.
• Facilitate the creation of wing‑to‑wing value streams and future‑state service designs.
• Partner with Global Process Owners, Employee Experience, Product Teams, Enterprise Architecture, and Service Owners.
• Develop service blueprints, customer journeys, workflows, and operating models.
• Identify opportunities for standardization, digitization, automation, and AI enablement.
• Build service roadmaps and maturity plans.
• Ensure enterprise alignment, governance, and design standards are applied consistently.

Skills & Competencies

• Orchestration & Facilitation: cross‑functional leadership, executive facilitation, stakeholder alignment, decision facilitation, influence without authority.
• Systems Thinking: enterprise thinking, end‑to‑end value stream design, cross‑functional dependency management, operating model design, service ecosystem thinking.
• Service Architecture & Design: end‑to‑end service design, operational experience design, service performance measurement, service ecosystem design, organizational capability mapping, service maturity assessment, human‑centered design.
• Transformation: service blueprinting, process & workflow design, digital transformation, AI opportunity identification, service roadmaps.

Qualifications

• Bachelor’s degree in business, Engineering, IT, Design, or related field with 12+ years in enterprise service design, digital transformation, customer experience, or process design.
• Expertise in service design, systems thinking, value streams, journey mapping, service blueprints, and operating models.
• Proven ability to orchestrate cross‑functional teams and influence senior stakeholders.
• Experience driving standardization, digitization, automation, and AI‑enabled services.
• Strong skills in road mapping, facilitation, stakeholder alignment, and executive communication; experience with ServiceNow, ITIL, Agile, or enterprise service management preferred.

Benefits

• Robust total rewards package including compensation; healthcare, wellness, retirement and work/life benefits.
• Parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance, child/adult backup care.
• Medical, dental, vision, life insurance, short‑term and long‑term disability, 401(k) match, flexible spending accounts, employee assistance program, Employee Scholar Program, paid time off, holidays.
• Eligibility for annual short‑term and/or long‑term incentive compensation programs (subject to performance and business unit performance).

Pay

The salary range for this role is $157,200 USD – $298,800 USD.