Delivery Manager

Peraton•Arlington, VA

10d•$146,000 - $234,000•Onsite

About The Position

Peraton is seeking an experienced Delivery Manager to lead delivery for a large, complex, mission-critical environment supporting customer operations in the DMV area. The ideal candidate serves as the primary delivery authority and subject matter expert for all program operations. This role is the operational backbone of the program — directly managing all service delivery activities, financial and invoicing functions, contract changes, and technical operations across the full scope of the contract. The Delivery Manager operates as the day-to-day operational leader, translating the Relationship Manager’s strategic direction into disciplined, compliant, and high-quality service execution. This position is best suited for a highly seasoned delivery leader with demonstrated success managing 24x7, high-availability systems, building mature governance models, and leading teams in environments where system performance directly impacts public safety and operational readiness. The Delivery Manager leads all aspects of operations management — coordinating third-party and subcontractor activities, managing all incidents through resolution, overseeing all invoicing and budgeting, and handling all contract modifications.

Requirements

Minimum 12 years management experience
10+ years’ experience of IT infrastructure support experience
ITIL 4 Foundation (2026 current standard)
PMP — PMI 2024 ECO
Minimum 4 years of experience supervising projects or project teams
Demonstrable experience developing and implementing client-specific workflow processes and change management processes
Advanced proficiency in analytical, project planning, negotiations, interpersonal, and communication skills — verbal and written
In-depth experience implementing and customizing IT management tools and platforms
Experience managing fully outsourced IT infrastructure programs for federal government clients
Proven experience managing multi-tower, multi-location IT operations with 24x7x365 requirements
Experience managing IT financial operations including invoicing, budgeting, and cost management for large-scale managed services contracts
Experience handling contract modifications, SOW amendments, and change order management under federal contracting frameworks
Must be a U.S. Citizen; must have have the ability to obtain and maintain a Public Trust clearance

Nice To Haves

ITIL 4 Managing Professional (MP) — covers Create, Deliver & Support; High-Velocity IT; Direct, Plan & Improve; Drive Stakeholder Value
ITIL 4 Specialist: Create, Deliver and Support (CDS)
ServiceNow Certified System Administrator (CSA) — current release (Xanadu/Yokohama 2025-2026)
Certified Outsourcing Professional (COP) — IAOP
Lean Six Sigma Green Belt or Black Belt
CISSP — (ISC)² — for security governance awareness

Responsibilities

Serve as the primary delivery authority for all operations
Thoroughly understand and ensure all operations are executed in strict accordance with contract terms, SLAs, and attachment requirements; maintain complete SLA understanding across all third-party and subcontractor operations.
Manage all day-to-day operations across all seven service towers; coordinate operations and maintenance activities with full SLA awareness; ensure all operational commitments are met on time and within scope.
Mobilize appropriate resources to respond to Severity Level 1 incidents, crises, and disasters; ensure appropriate responses to all incidents across all towers; serve as the operational escalation point for major service disruptions.
Handle all invoicing, budgeting, and financial-related issues; ensure invoice accuracy and timeliness; manage financial reporting to the Relationship Manager and the customer governance committees.
Coordinate third-party operations and maintenance activities; manage subcontractor performance against SLAs; resolve issues with third-party providers through the Managerial Committee process.
Own risk management action items at the operational level; identify, assess, and escalate risks to the Relationship Manager; maintain risk registers and mitigation plans for all active operational risks.
Identify and deploy new and innovative services with customer approval; develop business cases for service enhancements; lead technical components of new service implementation and transition.
Develop and implement client-specific workflow processes tailored to the customer's operational requirements; continuously refine processes based on performance data, audit findings, and customer feedback.
Produce and deliver weekly project status reports to the customer, covering: schedule updates, previous week’s activities, following week’s planned activities, risks, issues, and open action items.
Lead technical components of operations and maintenance across all service towers; serve as the technical decision-making authority for complex operational issues; ensure technical solutions align with customer standards and security requirements.
Champion automation and AI initiatives at the operational level; identify manual processes across all towers suitable for automation; oversee implementation of automated workflows, AIOps tools, and platform integrations.
Monitor and report Contractor performance across all services; analyze performance trends; identify root causes of SLA misses; develop and execute corrective action plans; present performance data at governance committees.
Supervise project teams across all service towers; ensure appropriate staffing levels and skill sets; coordinate with Tower Team Leads on staffing, training, and performance management; support succession planning for all Key Personnel positions.