Deputy Program Manager

We are seeking an experienced Deputy Program Manager / Service Delivery Manager to oversee the day-to-day delivery and operational performance of enterprise platform services in a complex mission-focused environment. This role will coordinate across engineering support ITSM security infrastructure and mission-platform teams to ensure reliable responsive and consistent service delivery to users and tenant programs.

The ideal candidate is a strong operational leader who can translate service performance data into actionable priorities coordinate technical teams and escalation paths and drive issues through resolution. This position will focus on service delivery operational readiness service levels support coverage issue resolution and continuous improvement while partnering closely with program and technical leadership.

• Coordinate day-to-day delivery of platform services across engineering G2PS support security and infrastructure teams.

• Monitor service levels operational performance incidents service requests problem trends and customer-impacting issues.

• Coordinate Tier 2 Tier 3 and Tier 4 support handoffs and on-call coverage.

• Lead service reviews and coordinate corrective-action plans when performance falls outside established objectives.

• Maintain visibility into operational issues and drive appropriate escalation and resolution across technical teams.

• Coordinate operational-readiness reviews for new or materially changed services prior to production release.

• Ensure support documentation escalation paths monitoring access and recovery procedures are established and ready to support production operations.

• Coordinate with the Lead Systems Integrator and technical leads when service issues span multiple platforms or organizational boundaries.

• Maintain visibility into maintenance windows major changes outages and service restoration activities.

• Support the transition of new capabilities into stable supportable operational services.

• Partner with ITSM and ServiceNow teams to improve incident request problem change and knowledge-management processes and workflows.

• Coordinate recurring operational status and service-performance reporting for program and customer stakeholders.

• Monitor user and tenant feedback and ensure recurring issues are appropriately routed into engineering automation or process-improvement backlogs.

• Support staffing schedules and workload balancing across operational teams.

• Coordinate across multiple service providers and technical organizations to maintain consistent service delivery and accountability.

Location: This position is fully onsite in Chantilly VA.

• Active TS/SCI clearance with CI Polygraph.

• 10 years of relevant experience in IT service delivery technical management operations or program management.

• A minumum of 10 years of experience.

• Experience operating or supporting enterprise IT developer-platform cloud or mission services.

• Working knowledge of IT service management (ITSM) incident management problem management change management and service-level management.

• Experience coordinating multidisciplinary technical teams operational support functions and escalation paths.

• Demonstrated ability to analyze operational data identify priorities and drive corrective actions.

• Strong customer-facing communication organizational and coordination skills.

• ITIL certification.

• ServiceNow experience.

• Experience supporting NRO or Intelligence Community service-delivery environments.

• Experience supporting 24x7 or mission-critical service environments.

• Experience with cloud-native or DevSecOps platform operations.

• Experience coordinating OLA/SLA performance across multiple service providers.

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.