Overview About Us Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism. Responsibilities What You'll Do: V2X is seeking an experienced Service Delivery & Business Engagement Director to lead, grow, and enhance our IT Support and Service Delivery teams as we continue to expand operations across the globe and implement modern technology platforms. This role will oversee all aspects of delivering world-class IT support and Digital Workplace experiences to the company. This leader manages combinations of virtual, internal, and external support resources that must provide Tier-0, Tier-1, and Tier-2 support across a wide array of technologies, services and disciplines to meet expanding business requirements. The director provides day-to-day supervision and leadership to help team members accomplish team, organizational, and individual goals while exceeding business expectations. The ideal candidate can ensure alignment between business demand with IT strategy, collaborate with business partners and team members to optimize processes and practices, and establishes and maintains positive relationships within IT and across the organization. The ideal candidate has strengths in both technical and customer service applications leading IT teams, can plan and lead change, is eager to learn, collaborate, and grow, and ready to take ownership of this incredibly impactful role and all it’s constituent responsibilities. Key Responsibilities: Provide World-Class IT Support: Manages the day-to-day operations of service desk and IT enablement teams to meet SLA’s and organizational requirements. Determines appropriate coverage for all hours of operation, identifies and resolves knowledge gaps, and engages at levels of the business to demonstrate value and effectiveness of the IT Support & Enablement organization. Plans and facilitates logistical support for hardware, software, and service deployment from a wide array of sources through their team to the end user. Coordinate with Talent Acquisition/HR and other departments to ensure new hire onboarding is a seamless and white glove experience Continuously Improve: Plans and leads projects to improve Employee experiences, business processes, outcomes, and deployment/operation of technology related services across the Enterprise. Applies project management skills, lean-six-sigma and other methodologies to find ways to meet emerging needs. Thought Leadership: As a member of IT Leadership, contributes meaningfully to addressing strategic objectives, stays abreast of technology and industry trends, and applies analytical, creative, and experiential thought leadership towards planning and executing decisions. Contributes to building and executing strategic roadmaps. Lead Change: Plans and leads Business Engagement activities to ensure alignment between IT and consumers of our services, feedback is collected, and the organization can continue to grow. Effectively monitors and manages signs of change resistance. Foster Growth: Leads the IT Support and Enablement teams including hiring, training, coaching and evaluating team members. Provides work direction to technical staff, plans role-specific skill and competency-based training plans. and creates challenging opportunities to foster growth and develop skills and leaders to serve emerging/future needs. Organize & Coordinate: Maintains and enhances the effectiveness of Major Incident Management, Escalation management, Problem Management, and other demanding cross-functional processes to effectively maintain coordination and organization between technical teams, vendors, leadership, and other business stakeholders. Marshalls and coordinates resources and information to plan and execute infrequent, cross-functional major projects (Facility Moves, Mergers/Acquisitions, etc.) Manages Vendors & Suppliers: Engages directly with suppliers, vendors, and outsource/service providers to ensure maximum value of delivered products/services, business processes are followed, partnerships/relationships are maintained, and a healthy/effective supply chain for critical services and resources is available. Presentation & Storytelling: Leverages standards and develops/leads consistency in documentation (knowledge bases, instructions, and notifications), real-time chat, phone calls, e-mail, and other communications are high quality and professional. Organizes and provides information and facilitates effective presentations, briefings, workshops, and other meetings across a wide array of attendees/stakeholders. Provide data, visualizations, dashboards, and other information radiators that inform, engage, and support outcomes. Technical Proficiency & Vision: Understands and has experience across a wide array of technologies to make informed decisions, provide insight and assistance to technical team members regarding issues, and remove unnecessary impediments/barriers to success. Strives to deliver cohesive, integrated Digital Experiences for Employees/Users as well as effective tools, automations, and experiences for your teams. Compliance & Security: Upholds and ensures the organization meets cybersecurity, regulatory, Company, and other compliance/policy-based requirements (CMMC, SOX, FAR, TAA, etc.) and the Organization’s information, personnel, and resources are protected. Provides and ensures training and processes are sufficient to inform and empower Support and Enablement teams as a major line of defense against threats. Qualifications Minimum Qualifications Education: Bachelor’s Degree in IT or related field. Experience: Five (5) to Ten (10) years' of experience leading technical support teams in a mid to large sized Enterprise supporting 10,000 or more users globally Five (5) to Ten (10) years' of experience operating enterprise infrastructure technologies. Experience as a director or manager, preferably for hybrid teams. Experience planning and maintaining budgets, managing vendors, suppliers, and agreements Data center modernization Experience as a director or team leader Experience working in GovCon Experience working for a company with 5k+ employees Certifications/Licenses: ITIL certification / training beneficial ServiceNow Certification or similar ITSM-based training Desired Qualifications Certifications/Licenses: Microsoft, VMWare, or other industry certifications such as MCSE, MCITP, CCNP, Network+ and / or Security Certifications such as Security+ preferred. Security Certifications such as Security+ a plus Experience: Five (5) years’ of experience implementing, maintaining, or operating ITSM capabilities (ServiceNow preferred) Other Requirements: Travel up to 30%. U.S. citizenship required Ability to obtain Secret Clearance Supervisory/Budget Responsibilities Team of 5-10 system administrators/engineers Skills and Technology Used Analytical Thinking & Problem Solving: Ensures high availability and acceptable levels of performance of mission critical host resources environments and provides real-time monitoring and proactive problem identification/response. Business/ Service Business Engagement Acumen: Plans and leads projects to improve Employee experiences, business processes, outcomes, and deployment/operation of technology related services across the Enterprise. Applies project management skills, lean-six-sigma and other methodologies to find ways to meet emerging needs. Business Partner/Effective Communication: Excellent written and verbal communication, problem-solving, influence, planning, organizing, and time management skills are required. Collaboration and Teamwork/Leadership Influence: Leads the IT Support and Enablement teams including hiring, training, coaching and evaluating team members. Provides work direction to technical staff, plans role-specific skill and competency-based training plans. and creates challenging opportunities to foster growth and develop skills and leaders to serve emerging/future needs. Demonstrated expertise in three or more of the following technologies: Virtualization (VMWare, Hyper-V) NetApp SAN Storage System Monitoring tools Backup systems (CommVault, Azure Backup, Azure Site Recovery) PowerShell Scripting WAN optimization / acceleration Network load balancers Software: Microsoft Office 365 Suite Technology: Additional equipment includes the use of environmental and safety monitoring equipment, digital camera, etc. Personal computer, printer, copy machine and other general office equipment. What We Bring At V2X we strive to be market competitive in our total reward offerings. The successful candidate’s starting pay will be based on, but not limited to, their job-related skills, experience, qualifications, work location, and market conditions. The following salary range is intended to display the value of the company’s base pay compensation and may be modified at the discretion of the company. USD $170,000-$220,000 Provided salary range minimum and maximum values correspond to variances between regional/geographic locations across the United States. Please speak with a recruiter for additional information. Employee benefits include the following: Healthcare coverage Retirement plan Life insurance, AD&D, and disability benefits Wellness programs Paid time off, including holidays Learning and Development resources Employee assistance resources Pay and benefits are subject to change at any time and may be modified at the discretion of the company, consistent with the terms of any applicable compensation or benefit plans. We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.