Service Delivery Manager

Peraton is seeking an experienced Service Delivery Manager (SDM) to support the DCCO program. The SDM will provide both strategic and operational leadership for service delivery across the Hybrid Computing Environment (HCE) - including Data Center 1 colocation facilities and public cloud environments. This role ensures reliable consistent and highquality IT services across all supported environments and Task Orders.

The ideal candidate will oversee all aspects of DCCO service delivery including the coordination and integration of requirements across multiple Task Orders operational teams technical functions and stakeholders. This individual will serve as a key interface between Peraton program leadership technical teams and customer leadership to ensure services are delivered in accordance with contractual requirements established service levels performance standards and mission priorities.

The Service Delivery Manager will be responsible for establishing and maintaining service delivery policies processes procedures and performance standards designed to ensure consistently high levels of service. The SDM will monitor service performance evaluate operational metrics and customer feedback identify service gaps and trends and lead the development and implementation of corrective actions and continuous improvement initiatives.

Day to Day Work Responsibilities may include:

• Provide leadership and oversight for enterprise IT service delivery across the HCE environment
• Coordinate service requirements priorities dependencies and deliverables across multiple DCCO Task Orders and technical teams.
• Ensure service delivery activities align with customer missionobjectives contractual requirements and established performance standards.
• Develop implement andmaintainservice management policies processes procedures and governance practices consistent with ITIL principles.
• Establish and monitor Service Level Agreements (SLAs) Key Performance Indicators (KPIs) operational metrics and other service delivery measures.
• Analyze service performance data and trends to identify risks recurring issues service gaps and opportunities for improvement.
• Lead continuous service improvement initiatives designed to enhance service quality operational efficiency reliability and customer satisfaction.
• Provide oversight of incident problem change request configuration and service-level management activities as appropriate to the enterprise environment.
• Partner with technical and operational leaders to address complex service delivery issues resolve escalations and minimize impacts to mission operations.
• Develop and maintain effective relationships with customer senior leadership and serve as a trusted advisor on service delivery performance priorities risks and improvement opportunities.
• Lead service delivery reviews and provide senior leadership with clear data-driven reporting regarding operational performance trends risks issues and corrective actions.
• Ensure appropriate communication and coordination across technical teams program leadership Task Order leadership and customer stakeholders.
• Manage and mentor teams of IT professionals supporting a complex large-scale enterprise environment.
• Promote accountability and establish clear expectations for service quality responsiveness customer engagement and operational performance.
• Identify and proactively manage service delivery risks dependencies resource constraints and emerging operational challenges.
• Support the development of service transition and operational readiness plans for new technologies capabilities upgrades and changes introduced into the enterprise.
• Ensure service delivery processes support availability reliability security scalability and continuity of mission-critical enterprise services.
• Evaluate customer feedback and collaborate with program and technical leadership to implement measurable quality and service improvements.
• Drive a customer-focused service culture that emphasizes collaboration responsiveness accountability innovation and continuous improvement.

Basic Qualifications:

• 16 years of professional experience which may include management and leadership experience.
• 10 years of IT experience including at least 8 years of experience building operating managing and improving environments similar in size and complexity to the DHS HCE.
• Demonstrated experience managing teams of IT professionals supporting a large-scale complex enterprise environment.
• Experience leading enterprise IT service delivery and coordinating activities across multiple technical teams functional areas and stakeholders.
• Demonstrated experience developing monitoring and improving service delivery performance through SLAs KPIs operational metrics and customer feedback.
• Experience implementing IT service management processes and continuous service improvement initiatives.
• Demonstrated ability to identify and resolve complex operational and service delivery issues in mission-critical IT environments.
• Experience interfacing communicating and building effective relationships with customer senior leadership and executive stakeholders.
• Strong leadership communication problem-solving decision-making and customer relationship management skills.
• ITIL 5 Managing Professional certification may be obtained with 90 days.
• U.S. Citizenship required; Must possess an active Top Secret security clearance.

Preferred Qualifications:

• Bachelors degree or higher in Computer Science Business Administration Science Mathematics Engineering or a related discipline.
• PMI PMP is 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.