Manager, IT Service Delivery (AI&T)

Job Description

Job Description

Description

The Manager, IT Service Delivery (AI&T) at Impulse is responsible for leading service delivery operations supporting engineering, integration, and test environments. This role ensures systems, endpoints, and infrastructure are operational, available, and ready to support test execution and engineering workflows. The Manager leads a team of service delivery analysts and is accountable for service performance, incident management, and operational readiness aligned with AI&T activities. This role reports into the IT organization with functional alignment to the AI&T (Assembly, Integration, and Test) team, ensuring service delivery operations directly support integration, verification, and test execution.

Responsibilities

• Lead daily IT service delivery for lab, test, and engineering environments
• Ensure system availability, performance, and readiness for integration and test activities
• Manage ticket queues, service levels, operational metrics, and incident response efforts
• Coordinate live test event support and drive rapid issue resolution and service restoration
• Establish service delivery processes, escalation paths, runbooks, and knowledge management practices
• Drive root cause analysis, process improvements, and automation to reduce recurring issues and manual effort
• Lead, mentor, and develop service delivery teams, including training and performance management
• Oversee deployment and support of endpoint systems, workplace technology, and lab infrastructure
• Ensure compliance with enterprise security, access management, and regulated environment requirements
• Partner with engineering, infrastructure, facilities, and vendors to align operational support with program needs and technology capabilities

Minimum Qualifications

• 8+ years of IT service delivery or support experience 
• 2+ years of leadership or team management experience 
• Strong understanding of service delivery, incident management, and IT operations 
• Experience supporting complex technical environments 
• Proven ability to lead teams and improve operational performance 
• Strong communication and stakeholder management skills 

Preferred Skills and Experience

• 4+ years of leadership or team management experience 
• Experience supporting engineering, lab, or test environments 
• Familiarity with integration and test operations 
• Experience in regulated or operational environments 
• ITIL or equivalent service management certification 
• Experience implementing operational automation 

Operational Expectations

• Onsite leadership supporting lab and operational environments 
• Accountability for service readiness during test campaigns 
• Leadership during major incidents and critical operational events

Additional Information:

Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options , and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan .

Impulse Space’s spacecraft manufacturing business is subject to U.S. export regulations including the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). This position requires applicants to be either U.S. Persons (i.e., U.S. citizen, U.S. national, lawful permanent U.S. resident (green card holder), an individual granted asylum in the U.S., or an individual admitted in U.S. refugee status) or persons eligible to obtain an export license from the U.S. Departments of State, Commerce, or other applicable U.S. government agencies. Learn more about the ITAR here.

Impulse Space is an Equal Opportunity Employer; employment with Impulse Space is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.