TSS Service Design Director ITC# 2392

Clearance Level
Information Systems Management
Bossier City, Louisiana

REQ#: RQ69513

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular


The Technology Shared Service (TSS) Service Design Director, Platform Services reports directly to the Sr. Director of TSS Platform Services and is the leader of its Architecture and Engineering practices.  The director leads a team of professionals responsible for the planning, architectural design, development, implementation and support of platform services that deliver necessary features, performance, and availability to support enterprise and customer business activities.

The Director is also the platform offering leader and is accountable for its strategy, design, development, enhancement, pricing and cost recovery. In this role he/she ensures that the platform offering is developed and maintained using sound business and technology management practices and it supports business transformation by enabling new capabilities.

Key Responsibilities

Service & Solution Development Leadership:

  • Leads all aspects of the service and solution design including architecture, engineering, implementation, and supports delivery reach back for tier III service support
  • Definition and oversight of architecture & engineering best practices for solution architecture, design, & implementation.  Implements service monitoring across all platform services (Architecture Review Board, Engineering Review Board)
  • Works with senior management and GCIO (E-CIO & TSS) IT personnel including architects to ensure IT organizational alignment
  • Directs a large number of complex IT initiatives across multiple locations
  • Leads, develops and mentors a team of IT architects & engineers (public/private cloud, network, storage, server, data center)
    • Assess talent and diagnoses gaps
    • Determines IT workforce planning needs
    • Identifies specifics workforce strategies for upskilling, cross-skilling, and succession planning
    • Implements IT workforce management for task and assignment management
    • Identifies & continuously monitors KPIs and utilization for ensuring IT Service Management goals are achieved
  • Supports TSS operational and offering wide General, Functional, and People objectives
  • Directs teams leading issue resolution support, for tier III level support for operations

Business Management:

  • Consults with offering consumers to assess and anticipate current and future requirements and develops a long-term action plan
  • Growth Focus:  Collaborates broadly to support internal and customer business development activities example being request for information (RFI), request for proposals (RFP), notional scheduling, and rough order of magnitude (ROM) estimates
  • Customer Intimacy:  Supports initiatives to gather Voice of Customer feedback from stakeholders to continually optimize and align services to customer sentiment & trends in marketplace
    • Manages TSS Dedicated and Shared Services budget for service development and implementation, as well as make informed and dynamic investment prioritization decisions
    • Develop operating, service-level agreements, and service-level objectives
  •  Works with TSS Strategy team to support definition of:
    • Pricing models based on an understanding of benchmark service levels and prices in the industry
    • Determine the right cost model and facilitates demand planning and management conversations

Technology Management

  • Keeps abreast with evolving threats/risks, industry trends and works to implement best practices in the organization
  • Coordinates with business, data, and architects (E-CIO/Digital Consulting Services) to align roadmaps, avoid duplication, and identify interdependencies
  • Implements industry standards service delivery and development methodologies, including ITIL v4 best practices within services to increase its responsiveness and growth

Business Transformation

  • Development of market leading managed services, specifically in the areas of Network as a Service & Cloud Migration as a Service
  • Collaborates with business partners to transition Ent IT or business-led technology experiments to the TSS teams for scaling, wherever feasible
  • Recommends business process changes for better adoption of services
  • Identifies and evangelizes business and technology trends that can improve business outcomes


  • An ability to motivate and manage a team of staff supporting the organization’s goals and an ability to contribute to the process of developing a platform vision for the future
  • An ability to cultivate and build collaborative working relationships with a broad range of enterprise  and GDIT customer/program stakeholders
  • A well-developed understanding of and appreciation for business needs and a commitment to leading his/her team in delivering high-quality, prompt, and efficient service to the business
  • A understanding of and appreciation for Technology Shared Services organizational mission, values, and goals and consistent application of this knowledge
  • Strong decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one
  • An ability to communicate complex and technical issues to diverse audiences, orally and in writing, in an easily-understood, authoritative, and actionable manner
  • A working knowledge of the following areas of technical expertise: system design and architecture (enterprise networking in particular), ITIL and IT Service Management, organizational change management, and IT financial management


  • Over 10 years of experience in IT platforms, systems, enterprise networking, and work IT service delivery management
  • Extensive experience in IT service delivery via KPIs, strategic planning, budgeting, and allocation

Education Requirements

Bachelor’s or master’s degree in computer science, management information systems, business administration, or related discipline

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.