Director, Service Assurance Leader
- Role
- Fullstack
- Experience
- Senior
- Employment
- Full-time
Open to US only. Set where you work from to check your eligibility.
No BS summary
Leads operational and service excellence across all Digital services for Pratt & Whitney; supervises a team of specialists, reports to the VP, CDO, and manages scope, budgets, metrics, and special projects.
Core skills
Optional skills
Required languages
**Date Posted:**
2026-08-27
**Country:**
United States of America
**Location:**
US-CT-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 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.
**Pratt & Whitney **is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over **100 years.**
**Join us and help shape the future of aerospace and defense.**
Our Pratt Whitney **Global Digital Technology team** has an exciting new **remote** for a highly experienced, highly motivated **_Director, Service Assurance Leader._**
**What You Will Do:**
The Director of Service Assurance is responsible for maintaining operational and service excellence across all Digital services for Pratt & Whitney.
This role requires extensive experience and critical judgment to ensure alignment of service scope with budgets, risk management, operational excellence, service excellence, and special projects execution.
This leader supervises a team of specialists covering all areas of scope. This role reports to the VP, CDO within the Pratt & Whitney Digital Team.
**Key Responsibilities:**
_Scope Management_
\- Establishes processes and best practices to ensure alignment of actions, users, licenses, vendors, SLAs, etc.) with the budgets of PW Digital and all financial planning processes of Pratt & Whitney and RTX.
\- Facilitates requisite planning and reporting with PW Digital leadership team, finance, and operations leads to manage and control the annual operating plan and long-range plan.
_Operational Excellence_
\- Builds and manages the cadence for PW Digital’s operational rhythm, ensuring accountability and visibility through monthly Operations, Finance, and Business Management reviews.
\- Tracks improvement targets, control tower measures, finances, and key initiatives in partnership with PW Digital leadership.
\- Maintains folder structures and Teams Channel repository strategy for PW Digital.
\- Collaborates with PW Digital Office of the CDO to maintain key dates / deliverables calendar.
\- Launches and supports employee engagement program in partnership with PW Digital leadership team, Communications and HR focused on engagement and Pulse survey action planning.
_Metrics & Reporting_
\- Develops and maintains metrics, templates and dashboards that support Operations, Finance and Business Management reviews in partnership with PW Digital leadership team and PW digital partners.
\- Creates reporting and dashboarding views aligned with best practices from PW Digital Office of the CDO, CORE and RTX Digital teams.
_Service Excellence_
\- Develop processes and best practices for PW Digital service delivery in accordance with standard IT service management frameworks (e.g., ITIL) and cybersecurity policies and processes of Pratt & Whitney and RTX.
\- Focuses on major processes such as service level management, incident/problem management, service fulfillment, and security/compliance.
\- Partners with PW Digital leadership and application teams to understand issues (high number of incidents, bad user experience, incorrect access, etc.) and drive changes.
_Special Projects_
\- Supports and executes on special projects in collaboration with the office of the CDO, PW Digital leadership team, and key partners across the organization.
May be required to travel required up to 10%
**Qualifications You Must Have:**
\- Bachelor’s Degree with 14+ years of experience in operational excellence, service excellence, or related field; **OR** an advanced degree with a minimum of 12+ years of experience in operational excellence, service excellence, or related field.
\- Extensive experience in metrics and reporting, financial reporting, and risk management.
\- Familiarity with IT service management frameworks (e.g., ITIL).
**Qualifications We Prefer:**
\- Strong critical judgment and decision-making skills.
\- Knowledge of applicable regulations (SOX, ITAR, EAR) and Pratt & Whitney and RTX policies.
\- Proven ability to lead planning and coordination with multiple stakeholders.
**Learn More & Apply Now:**
**What is my role type?**
In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment.
**This role is:**
**Remote:** Employees who are working in Remote roles will work primarily offsite (from home). If you live within a reasonable commute of an RTX site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.
Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.****
_*This requisition is eligible for an employee referral award. ALL eligibility requirements must be met to receive the referral award._
_**As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.**_
The salary range for this role is 186,200 USD - 353,800 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.
Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.
Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.
This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.
RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.
_RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act._
**Privacy Policy and Terms:**
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What you'll do
- Establishes processes and best practices to ensure alignment of actions, users, licenses, vendors, SLAs, etc.) with the budgets of PW Digital and all financial planning processes of Pratt & Whitney and RTX.
- Facilitates requisite planning and reporting with PW Digital leadership team, finance, and flow manages and controls the annual operating plan and long-range plan.
- Builds and manages the cadence for PW Digital's operational rhythm, ensuring accountability and visibility through monthly Operations, Finance, and Business Management reviews.
- Tracks improvement targets, control tower measures, finances, and key initiatives in partnership with PW Digital leadership.
- Maintains folder structures and Teams Channel repository strategy for PW Digital.
- Collaborates with PW Digital Office of the CDO to maintain key dates / deliverables calendar.
- Launches and supports employee engagement program in partnership with PW Digital leadership team, Communications and HR focused on engagement and Pulse survey action planning.
- Develops and maintains metrics, templates and dashboards that support Operations, Finance and Business Management reviews in partnership with PW Digital leadership team and PW digital partners.
- Creates reporting and dashboarding views aligned with best practices from PW Digital Office of the CDO, CORE and RTX Digital teams.
- Develop processes and best practices for PW Digital service delivery in accordance with standard IT service management frameworks (e.g., ITIL) and cybersecurity policies and processes of Pratt & Whitney and RTX.
- Focuses on major processes such as service level management, incident/problem management, service fulfillment, and security/compliance.
- Partners with PW Digital leadership and application teams to understand issues (high number of incidents, bad user experience, incorrect access, etc.) and drive changes.
- Supports and executes on special projects in collaboration with the office of the CDO, PW Digital leadership team, and leading partners across the organization.
- May be required to travel up to 10%.
What they require
- Bachelor's Degree with 14+ years of experience in operational excellence, service excellence, or related field; OR an advanced degree with a minimum of 12+ years of experience in operational excellence, service excellence, or related field.
- Extensive experience in metrics and reporting, financial reporting, and risk management.
- Familiarity with IT service management frameworks (e.g., ITIL).
Benefits
- Medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays.
- Annual short-term and/or long-term incentive compensation programs depending on level and coverage.
At RTX, the world 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.