Airway Transportation Systems Specialist (Service Delivery Specialist (SDS))

Service Delivery Specialist

The Service Delivery Specialist (SDS) is considered a technical expert within the FAA on National Airspace System (NAS) systems, services and Technical Operations Control Center (TOCC) operations. The SDS will be the focal point for strategic development of and administration of TOCC procedures, training and quality assurance processes. The position focuses on Service Delivery Management (SDM), predictability of NAS services, and prioritization of NAS services with Air Traffic, commercial airlines and general aviation aircraft.

Applies experience and expert technical knowledge of NAS modernization, NAS systems and services as well as an expert knowledge of Technical Operations Control Center (TOCC) operations. Applies expert technical knowledge to develop new concepts, systems, and innovative approaches, and to identify and resolve highly complex issues that often cross-organizational boundaries. The work directly supports the objectives of the agency and the safe and continual operation of the NAS.

The SDS monitors service delivery and systems operations by means of automated remote monitoring and visually reported observations, and identifies indications of faults, degradation of service, or other abnormalities. Integrates user services needs and prioritizes infrastructure operations and maintenance actions. Exercises control and direction of resources associated with delivery of NAS services. Monitors and evaluates trend data on a service area and nationwide basis to develop workable solutions for sustaining the NAS.

Performs work providing leadership for highly complex and challenging technical activities. Recognized as the principal expert for development of workable solutions for unanticipated situations adversely affecting operationally critical NAS systems/services. This may be accomplished using innovative concepts and approaches for problems that have resisted earlier efforts at resolution. Establishes and manages program goals and objectives; formulates project plans and presents them to upper management. Serves as a senior project manager or team leader for large, challenging and complex work activities. Technical decisions are considered authoritative in his/her area of expertise. Develops, interprets, recommends changes, and has broad discretion to ensure compliance with organizational objectives and policies. Identifies, procures, distributes and tracks resources needed to accomplish large work activities.

Works with customers at high organization levels both inside and outside the FAA to resolve complex issues to ensure the integrity of NAS. Represents the FAA as a senior technical authority for major agency activities, emerging technologies and customer concerns. Coordinates with multiple air traffic entities to shut down and restore facilities, systems, and services to prevent activities from disrupting air traffic operations. Quickly resolves restoration problems with minimal impact to NAS.

Broad policies and objectives provide general guidance for addressing issues but almost always require the development of new and innovative approaches. Often recommends new policies. Maintains the highest degree of technical knowledge on integrated systems within a broad area of expertise. Keeps abreast of changes in technology and the new systems coming on-line. Provides recommendations to management for enhancement of systems and air traffic operations.