Managing service delivery across diverse enterprise infrastructure environments presents persistent challenges with manual triage friction, cross-team handoff delays, and communication gaps between technical pods and business units. This position centralizes service intake and standardizes workflows across eight core IT disciplines to eliminate operational bottlenecks and improve request fulfillment velocity. By translating complex technical dependencies into actionable processes, the role provides clear status visibility and establishes scalable, user-friendly engagement pathways. Ultimately, these efforts optimize resource utilization, elevate customer satisfaction, and align cross-functional infrastructure operations with overarching strategic goals.
What Success Looks Like (Objectives):- Design, govern, and continuously optimize user-friendly service intake paths and request forms across all eight infrastructure disciplines
- Identify and eliminate operational bottlenecks, manual triage friction, and cross-team handoff delays across engineering pods
- Serve as primary operational liaison for business units, translating business requirements into clear technical requests and providing status visibility
- Build self-service documentation, service catalog navigation guides, and user resources to streamline customer engagement
- Track and report operational KPIs such as fulfillment velocity, demand trends, and queue health to inform capacity planning and executive reviews
- Leverage AI tools to automate intake classification, optimize request routing, and analyze fulfillment metrics
Core Skills, Competencies, and Key Experiences (What you'll bring)- Strong working knowledge of enterprise infrastructure concepts across systems, storage, virtualization, network, and security functions
- Critical experience designing, mapping, and standardizing IT Service Management (ITSM) intake workflows and service catalogs
- Exceptional communication skills with demonstrated ability to translate complex technical concepts for non-technical business partners
- Advanced analytical capability using operational data to identify process waste and measure request fulfillment velocity
- AI Application fluency to evaluate workflow metrics, enhance self-service documentation, and streamline intake classification
- Strong diplomatic and stakeholder-management skills to align processes across manager-led pods and direct-report engineering disciplines
Candidates must be willing to participate in at least one in-person interview.Visa sponsorship not available for this position.
Minimum Requirements:- Minimum Education: Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field (or equivalent operational experience)
- Minimum Experience: 5+ years of experience as a Senior Business Analyst, Service Delivery Analyst, or Infrastructure Program Manager in an enterprise IT Infrastructure environment
- Required Technical Skills: Must have at least 5 years of experience with:
- Enterprise infrastructure environments across Linux, Windows, Backup/Storage, Virtual Enterprise, F5, Firewall, Zscaler, or Cloud Networking
- IT Service Management (ITSM) workflow design and service catalog standardization
- Operational KPI tracking, data interpretation, and fulfillment velocity reporting
Salary RangeCompensation: $110,100.00/Year - $157,300.00/Year
About Our DepartmentOur Wireless Technology team is pioneering the future of connectivity. We're developing and enhancing a unique hybrid network model-combining our advanced, cloud-native 5G core with the nationwide reach of our partners. This approach ensures our network is flexible and powerful, designed to satisfy the social, economic, and transformative needs of the changing world.
BenefitsWe offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan. Review a benefits summary here: EchoStar Benefits
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies. Compensation is based on the role's location and is subject to change.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
This job posting will be active for a minimum of 3 days and will continue to extend by 3 days until the position is filled.
