Junior Service Delivery Executive

1 month ago

Nashua, New Hampshire, United States BAE Systems Full time
Job Description The Junior IT Service Delivery Executive provides (SDE) day-to-day task support to the SDE. Assists in the delivery of IT support services across multiple technology towers in support of the ES Sector.

Assists in establishing a culture of customer service first and high performance among a high caliber team of professionals.

Ensures delivery of IT projects and services to the business with core areas of responsibility surrounding Demand and Portfolio Management, compliance, audit related activities, financial tracking / charging.

Day-to-day Duties


Demand and Portfolio Management – ensure all demands are entered complete and accurate with a proper business case and valid business requirements.

Stay engaged with high priority projects to ensure proper resources are allocated.

Respond to escalations and maintain ownership until resolution is complete.

Support and partner with IT Service Centers on the sector/ business unit resource planning requirements. Team with assigned PMs on execution of the sector based related plans.


Ticket Management to include regular reviews of queues and target aging or mis-queued tickets and raising quality of ticket resolution to the correct team.

Provide Ticket reporting / dashboards for consumption by ES Leadership for unclassified areas and drive improvement in resolution times.

Customer ticket escalations.

Software licensing and telecomm invoicing clean-up; move invoices from local site / business area responsibility to standard processes.

Service Delivery representation on project weekly or status meetings

Participate in weekly service delivery meetings as assigned.

Attend Project meetings to ensure ES projects are on track and escalate any issues as necessary.

Field M365 and related concerns and provide guidance and two-way communications to the M365 teams and business partners.

Required Education, Experience, & Skills Required Skills
Ability to build relationships and to work effectively with people of diverse social, economic, and racial/ethnic backgrounds.

Ability to manage complex tasks in a team-based, fast-paced environment.

Proactively prioritize initiatives and multi-task.

Communicate clearly, proactively, and concisely (both written and verbal) with all key stakeholders, customers, and teams.

Excellent organizational, communications (written and verbal), negotiation, and leadership skills.

Ability to learn and follow processes while also identifying opportunities for process improvement.

Self-Directed, detail oriented.

Establish and maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.

Proficient knowledge of Microsoft Office products, especially Excel and M365.


Ability to operate in a matrix environment as well as virtual teams; Sound interpersonal skills involving interfacing, coordinating, and negotiating with technical staff, customers, and management.

Experience with business requirements and the ability to ensure requirements are quality and complete
Preferred Education, Experience, & Skills Preferred Skills

Some level of Six Sigma experience or exposure.

ITIL Foundation Training/Certification and Experience.

Pay Information

Full-Time Salary Range:
$ $191070

Please note:
This range is based on our market pay structures.

However, individual salaries are determined by a variety of factors including, but not limited to:

business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.


Employee Benefits:

At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being.

Regular employees scheduled to work 20+ hours per week are offered:

health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance.

We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance.

Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave.

Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems, Inc.BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.

Our Commitment to Diversity, Equity, and Inclusion:

At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong.

We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive.

We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change.

Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.

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