Junior Service Delivery Executive [REMOTE JOB]

Job Description

The IT Junior Service Delivery Executive (JSDE) drives and supports IT Service Delivery across the ES Sector, ensuring the effective delivery of IT projects and services to the business. This role serves as a key member of the Customer Relationship Management team, strengthening business partnerships, maintaining operational discipline, and supporting compliance with IT processes and standards. The JSDE provides daytoday support to the Service Delivery Executive (SDE) and contributes to a culture that attracts, develops, and retains highcaliber IT professionals.

The JSDE is responsible for supporting sector-focused IT operations, coordinating cross-functional activities, and ensuring service consistency across IT towers. This role requires strong analytical, communication, and influencing skills, as well as the ability to work across multiple functions and manage stakeholder expectations.

Primary Responsibilities

Business Partnership & Relationship Management

• Collaborate with ES business partners to understand IT requirements, priorities, and impacts to business operations.

• Build and maintain trusted working relationships across functions and provide executive-ready communication that supports informed decision-making.

• Represent Service Delivery in project meetings, providing guidance on issues impacting cost, schedule, or delivery quality.

Incident, Request & Escalation Management

• Monitor and manage ES incidents and service requests to ensure accuracy, proper disposition, and timely resolution.

• Lead BTO escalations, coordinating with Enterprise IT and ES IT for effective handoffs and issue closure.

• Serve as the first point of contact for outages and disruptions, providing timely updates, coordinating resolution, and following up on root cause analyses.

• Support after-hours escalation needs during unplanned outages or major events.

Demand Management & Process Compliance

• Drive consistency, accuracy, timeliness, and completeness of sector IT demand using standard IT processes.

• Support monthly and quarterly demand tracking, highlighting risks, issues, and opportunities for process improvement.

• Assist in maintaining process discipline across IT operations, ensuring compliance with IT governance and cyber assurance requirements.

CrossTeam Coordination & Information Flow

• Coordinate IT points of contact to ensure alignment, awareness, and effective communication across disciplines.

• Facilitate information flow on sector priorities, issues, and resolutions to improve collaboration and responsiveness.

• Work with ESSIT teams to evaluate trending data, identify outliers, and recommend improvements that elevate the user experience.

Ticket Quality & Operational Excellence

• Perform Tier 2/Tier 3 ticket management, ensuring queue accuracy, proper routing, and quality resolution.

• Hold resolver teams accountable for ticket quality and aging performance.

Asset, Licensing & Financial Support

• Review and optimize software licensing for consolidation, cost savings, and renewal process improvements.

• Support the transition of telecomm invoices and software costs from local ownership to standard enterprise processes.

Service Delivery Support & Operational Readiness

• Participate in recurring service delivery meetings, serving as delegate for the SDE when required.

• Maintain sector EUC pilot user lists, coordinate communications, and support EUC awareness of changes impacting labs, factories, or specialized environments.

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Required Education, Experience, & Skills

Bachelor s Degree and 4 years of relevant work experience, or equivalent experience.

• Strong knowledge of IT service delivery, cyber assurance/compliance, operations, and standard IT processes.

• Demonstrated experience implementing IT systems or process improvements that enhance business performance.

• Ability to manage both internal and external stakeholders to deliver technology solutions.

• Strong influencing, written, verbal, and presentation skills.

• Self-directed, detail-oriented, and able to maintain an executive presence.

• Ability to work across multiple IT and business functions to build trusted working relationships.

• Ability to follow structured processes while also identifying improvement opportunities.

• Proficiency with MS Office, ITIL v4 Foundations, Customer Service skills, and analytical thinking.

Preferred Education, Experience, & Skills

• ITIL Foundation certification

• Experience with enterprise-scale service organizations or defense/aerospace environments.

• Understanding of project management fundamentals (e.g., P&A, resource planning, phase gates referenced in internal processes

• Ability to facilitate cross-team syncs, information flow, and governance routines.

Pay Information

Full-Time Salary Range: $118095 - $200762

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

Junior Service Delivery Executive [REMOTE JOB]

126383BR

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