Deputy Program Manager

Peraton•Chantilly, VA

7d•Onsite

About The Position

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.

Requirements

Active TS/SCI clearance with CI Polygraph.
10+ years of relevant experience in IT service delivery, technical management, operations, or program management.
A minimum 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.

Nice To Haves

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.

Responsibilities

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.