Senior Specialist, IT Service Delivery Management Kratos is looking for a Senior Specialist, IT Service Delivery Management for their corporate office in San Diego, California. This position has a hybrid work schedule, a combination of onsite and remote work. GENERAL JOB SUMMARY: The Senior Specialist, IT Service Delivery Management ensures the high-quality execution, stability, consistency, and optimization of IT service desk operations. Reporting directly to the IT Support Manager. The primary focus will be designing and maintaining seamless service desk technology workflows and administering our service delivery software, while also directly supporting VIP staff. This position will act as the technical champion for the Service Desk, ensuring that front-line support personnel have the automated workflows, optimized tooling, and relevant documentation they need to resolve user issues rapidly and effectively, consistent with Kratos' Service Delivery Management procedure. This position requires the ability to obtain security clearance, if needed. SUPERVISORY RESPONSIBILITY: This position does not have supervisory responsibilities. ESSENTIAL JOB FUNCTIONS: Service Desk Technology & Workflow Optimization • Workflow Automation: Design, build, and optimize technology workflows within the service desk platform to streamline ticket routing, escalation paths, and automated resolutions. • Tool Optimization: Serve as the functional administrator for service delivery software, tailoring the platform to make it intuitive for support staff. • Technician Empowerment: Identify friction points for service desk personnel and deploy software features or configuration changes that reduce administrative burden and ticket handling times. Service Governance & Reporting • Performance Analysis: Monitor and analyze daily service desk metrics (SLA breach rates, first-contact resolution) to identify systemic tool or process bottlenecks. • Management Reporting: Deliver operational insights and performance scorecards to the IT Support Manager to inform and support staffing, training, and technology roadmaps. • Knowledge Management: Oversee the internal knowledge base, ensuring technical documentation and troubleshooting playbooks are up-to-date and easily accessible for support personnel. Escalation & Continual Service Improvement • Escalation Support: Assist front-line staff with complex, high-priority issues, coordinating with backend engineering teams when advanced technical intervention is needed. • Major Incident Support: Assist the IT Support Manager during major system outages by managing the communications flow and tracking resolution steps in the service software. • Executive & VIP Support: Serve as the primary escalation lead for Executive & VIP support, and after-hours critical issues. Competencies & Level Indicators • Autonomy: Operates independently under the general direction of the IT Support Manager; takes ownership of platform configuration and workflow design. • Empathetic Engineering: Focuses deeply on the internal "user experience" of the service desk staff and employee/customer base, building software environments that reduce technician & customer frustration and/or inefficiencies. • Problem Solving: Solves complex ticketing bottlenecks by leveraging automation, API integrations, and configuration optimization. • Other duties as assigned. KNOWLEDGE, SKILLS & ABILITIES: • Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills. • Maintain sensitive and confidential information as required by company and government requirements. • Communicate and interact effectively with peers, supervisors, and public, including maintaining respect for others, and following company policies. • Have a willingness and ability to learn and utilize company technology for company required purposes, including, for example training, reviewing, and signing policies and procedures, benefits enrollment, and changes, and more. • Ability to read, understand, and follow instructions. • Ability to work in a fast paced environment. • Ability to maintain knowledge, skills, and abilities as it pertains to your job. EDUCATION AND EXPERIENCE: Required • Experience: 5+ years of experience in Enterprise IT Operations, Service Desk Leadership, or IT Service Delivery. • Software Expertise: Advanced hands-on experience configuring and managing enterprise service delivery software and service delivery management platforms • Workflow Design: Proven track record of mapping, building, and automating ITIL-aligned processes (Incident, Request, and Knowledge Management). • Education: Bachelor's degree in an IT-related field or equivalent practical experience. Preferred • Platform-specific administrative certifications (e.g., ServiceNow Certified System Administrator, Atlassian Certified Jira Service Project Manager) • Experience writing basic scripts (e.g., JavaScript, PowerShell) to facilitate software integrations or automation. • ITIL v3/v4 Foundation certification. Requires a Bachelor's degree and a minimum of 4 years of related experience; or 8 years of equivalent work experience and certifications. WORK ENVIRONMENT/PHYSICAL REQUIREMENTS: • Office/Remote Environments • Ability to sit/stand for long periods of time • Repetitive motion (keyboard, mouse, etc.) • May lift up to 50 lbs TRAVEL REQUIREMENTS: Yes, as needed, to other Kratos sites in the area that may need occasional support. #LI-BI1Kratos Annual Salary Range: $125K-$130K