Account Delivery Manager

Peraton•New York, NY

24d•$146,000 - $234,000•Onsite

About The Position

Peraton is seeking an experienced Account Delivery Manager to lead a team providing application maintenance and support services for our customer’s 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.

Requirements

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.

Nice To Haves

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.

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.