Service Design and Delivery Lead

Location: US-TX-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 certain necessary systems.

 Security Clearance Type: None/Not Required

 Security Clearance Status: Not Required 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 our three market leading businesses, world-class operations and investments in research and development, we offer 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. Join us and help shape the future of aerospace and defense. The following position is to join our RTX Enterprise Services team: Enterprise Service Design & Delivery Lead The Enterprise Service Designer orchestrates cross-functional teams to design scalable, end-to-end enterprise services that deliver exceptional customer experiences and business value. By applying systems thinking and service design principles, this role facilitates the development of customer journeys, wing-to-wing value streams, service blueprints, workflows, and service roadmaps, aligning business, process, technology, and customer experience stakeholders to create standardized, digitally enabled service solutions.

Core 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 You Must Have 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. Experience with ServiceNow, ITIL, Agile, or enterprise service management preferred with a proven ability to orchestrate cross-functional teams and influence senior stakeholders. Experience driving standardization, digitization, automation, and AI-enabled services with experience in road mapping, facilitation, stakeholder alignment, and executive communication. Learn More & Apply Now! Location: This position is remote. Please consider the following role type definition as you apply for this role: Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process