Principal Director, Service Operations

Overview

The Aerospace Corporation is the trusted partner to the nation's space programs, solving the hardest problems and providing unmatched technical expertise. As the operator of an FFRDC, we are broadly engaged across all aspects of space-delivery, spanning satellite, launch, ground, and cyber systems for defense, civil and commercial customers. When you join our team, you'll be part of a special collection of problem solvers, thought leaders, and innovators.

Join us and take your place in space.

Job Summary

The Principal Director, Service Operations
, serves as a strategic and operational leader, responsible for driving productivity, enhancing user experiences, and delivering exceptional quality of IT & customer services across the organization. Acting as the primary representative of the Enterprise Information Services (EIS) division, this role oversees a diverse portfolio of enterprise IT operations, including end-user platforms (e.g., mobile, AV, and telephony), productivity tools (e.g., M365 and CRM), service desks (both classified and unclassified), and the vendor management office.

This encompasses optimizing service provider relationships, managing hardware and software assets, and overseeing IT procurement services.

Reporting to the Deputy CIO/General Manager of the EIS Division, the Principal Director prioritizes customer service excellence and operational performance by leveraging robust IT service management (ITSM) practices and ensuring seamless delivery of key platforms such as M365 and Service Now. Serving as a trusted partner to executive leadership and IT teams, this role fosters collaboration to maintain secure, resilient, and scalable IT services.

By advancing operational maturity, standardizing processes, and championing continuous improvement, the Principal Director ensures exceptional service delivery and drives measurable outcomes that support organizational success.

The selected candidate will be required to work full-time, on-site at our facility in Chantilly, VA or El Segundo CA.

• Develop and execute the IT operations and user experience strategies to ensure service availability, reliability, and scalability across classified and unclassified environments
• Define and monitor operational KPIs, SLAs, and Experience Level Agreements (XLAs) to track and enhance service performance and user satisfaction
• Establish and maintain runbooks, operational playbooks, and standardized operating procedures to ensure consistent and efficient operations
• Drive a customer-centric IT culture focused on service excellence and operational efficiency

• Oversee enterprise-wide incident management, including escalation, communication, root cause analysis, and recovery efforts
• Oversee problem management processes to identify systemic issues and eliminate recurring failures
• Manage the change management process in partnership with Application Development, Infrastructure, and Security teams to balance speed and risk mitigation
• Ensure consistent adherence to ITIL-based service management practices, driving continuous improvement initiatives. Collaborate with infrastructure and cloud teams to maintain high availability, reliability, and scalability of IT systems
• Leverage operational data, automation, and analytics to eliminate root causes and improve service resilience

• Manage the enterprise service desk function, ensuring fast resolution times, high-quality support, and positive user experiences
• Drive initiatives to enhance quality of service, self-service capabilities, automation, and ticket reduction
• Align service desk operations with end-user platforms (e.g., endpoint engineering, identity, and collaboration tools) for seamless user support
• Improve service turnaround times, quality, and customer satisfaction metrics across all support channels

• Partner with Stakeholder Partners to align IT operations with mission and business priorities
• Collaborate with Application Development, Infrastructure, and Security teams to support…