Account Delivery Manager

Peraton is seeking an experienced Account Delivery Manager to lead a team providing application maintenance and support services for our customers Computer Aided Dispatch (CAD) systems. The ideal candidate will be local to the New York City area possess strong client management skills and have a proven track record in managing teams delivering mission-critical IT services. Experience with CAD systems is highly preferred.

This position is a full-time onsite based in Brooklyn NY.

Responsibilities:

• Lead the delivery of mission-critical application maintenance and support services for Computer Aided Dispatch (CAD) systems ensuring high availability performance reliability and operational continuity.
• Serve as the senior day-to-day point of contact for the customer establishing credibility and building effective relationships across technical operational and executive stakeholders.
• Lead the transition and stabilization of services including assuming responsibility for an existing program understanding the current operating environment establishing priorities and creating a clear path to successful delivery.
• Establish effective working relationships and communication channels with customers particularly in complex or challenging stakeholder environments where priorities expectations or approaches may not initially be aligned.
• Proactively identify issues risks dependencies and areas of customer concern and develop practical approaches to resolve them and maintain forward momentum.
• Manage mentor and lead a team of technical professionals responsible for system maintenance incident resolution enhancements and continuous improvement.
• Partner with customer leadership to understand operational needs clarify expectations align priorities and drive continuous improvement.
• Develop and execute service delivery strategies including proactive maintenance plans risk mitigation operational improvements and transition activities.
• Ensure compliance with service-level agreements (SLAs) key performance indicators (KPIs) contractual commitments and customer expectations.
• Coordinate with cross-functional teams to resolve complex technical and operational issues and implement system upgrades patches and enhancements.
• Establish and maintain clear governance communication and escalation processes across Peraton and customer teams.
• Provide regular and transparent reporting on program status risks issues service performance team activities and customer concerns to internal and external stakeholders.
• Drive accountability and follow-through across multiple teams and stakeholders including situations where information decisions or customer dependencies may be difficult to obtain.
• Represent Peraton professionally and effectively in high-pressure situations including customer escalations and time-sensitive operational issues.
• Stay current on industry best practices emerging technologies and trends related to CAD systems public safety and mission-critical application services.

Basic Qualifications:

• 12 years of experience; may include supervisory or management experience.
• Minimum of 10 years of experience in IT service delivery program management project management or account management preferably supporting mission-critical systems.
• Demonstrated experience leading the transition takeover stabilization or transformation of an existing IT program or service.
• Prior experience with Computer Aided Dispatch (CAD) systems preferably in public safety or emergency services.
• Demonstrated ability to take ownership of a complex program quickly assess the environment establish priorities and create a practical path to successful execution.
• Proven ability to build and maintain strong client relationships including with demanding high-expectation or executive-level customers.
• Strong communication stakeholder management and conflict-resolution skills with the ability to establish trust and alignment when customer and delivery-team perspectives differ.
• Experience managing and motivating technical teams to deliver high-quality services.
• Experience working in environments with multiple stakeholders competing priorities ambiguity and significant customer visibility.
• Familiarity with application maintenance support processes and IT service management (ITSM) frameworks such as ITIL.
• Strong problem-solving judgment and decision-making skills.
• Excellent organizational and time-management abilities.
• Ability to remain composed accountable and solutions-oriented under pressure while maintaining productive customer relationships.
• Ability to manage multiple priorities in a fast-paced mission-critical environment.
• Must be local to the New York City area and available for on-site work as required.
• Must be a U.S. Citizen or Green Card holder.

Preferred Qualifications:

• Knowledge of public safety operations and regulatory requirements.
• Relevant certifications such as PMP or ITIL.
• Experience working with government agencies or public safety organizations particularly in New York City.
• Demonstrated experience taking over an established program or customer relationship and successfully transitioning into a leadership role.
• Experience recovering stabilizing or improving programs that have experienced delivery challenges customer dissatisfaction or organizational change.
• Familiarity with dispatch system operations or similar emergency response environments.
• Background in managing 24/7 support operations for critical systems.
• Experience with government contract management service-level agreements performance metrics and customer governance.

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.