Senior Manager, IT Service Delivery

TheSenior ManagerIT Service Deliveryis responsible forthe strategicleadership operational excellence and continuous improvement of a multi-tiered Service Desksupporting the Department of Energy. This role overseesall aspects of the Service Desk to includeteams supportingTier I and Tier II support VIP-levelSupportCustomer Engagement and Communications Incident Management Account Administration Inventory Controland Managed Desktop Services.This roleis responsible forensuring high-quality secure and responsive IT services aligned with contractual SLAsandITIL best practices.

TheSenior Manager IT Service Deliveryserves as the primary interface between the Service Desk and government stakeholders program leadership and internal technical teams with a strong emphasis on customer satisfaction service performanceandclear communication.

The Senior Manager IT Service Delivery must be able to work onsite multiple days per week in either Washington DC or Germantown MD.

Key Responsibilities

Service Desk Operations & Leadership

• Provide oversightTier I and Tier II Service Desk teams ensuring consistent delivery of high-quality end-user support.

• Oversee day-to-day operations including incident service request problem and escalation management.

• Ensure adherence to SLAsand other relevantperformance requirements.

• Establish and enforce standard operating procedures (SOPs) knowledge management practices and quality assurance processes.

• Drive continuous service improvement initiatives using ITIL and industry best practices.

• Foster a customer-focused accountable and collaborative team culture.

VIP & Executive Support

• Oversee and directly support VIP and executive users ensuring white-glove service and rapid issue resolution

• Develop andmaintainVIP support protocols escalation paths and dedicated support models

Customer Engagement & Communications

• Managethe development ofcustomer communication strategies including outage notifications maintenance announcements and service updates

• Lead customer briefings service reviews and performance discussions

• Proactivelyidentifycustomer concerns and implement solutions to improve satisfaction and trust

Performance Management & Reporting

• Monitor analyze and report Service Desk performance metrics and trends

• Prepare and deliver weekly monthly and ad-hoc reports to program leadership

• Use data-driven insights to improve efficiency reduce incident volume and enhance user experience

Key Competencies

• Customer-focused leadership

• Strong communicationand stakeholder management

• Operational excellence and attention to detail

• Ability to lead in high-visibility fast-paced environments

• Continuous improvement mindset

Required Qualifications

• 12 years of IT service management orprogram managementexperience

• 5 years managing large program teams

• Experience supporting large federal or government IT environments

• Strong knowledge of ITIL processes

• Demonstrated experience supporting VIP or executive-level users

• Excellent written and verbal communication skills with experience briefing senior stakeholders
• Must be a US Citizen able to obtain a clearance

Preferred Qualifications

• ITIL v4Foundation or higher

• Experience managing Service Desk tools (e.g. ServiceNow)
• Bachelors degree preferred

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider we deliver trusted highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land sea space air and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day our employees do the cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.