IT Service Delivery Manager

Peraton•Washington, DC

About The Position

Join Peraton in advancing the safety, efficiency, and modernization of the National Airspace System (NAS) through the FAA’s Brand New Air Traffic Control System (BNATCS) contract. As a trusted partner to the Federal Aviation Administration, Peraton helps deliver the systems and services that keep our nation’s skies safe and connected. We’re looking for innovative professionals who thrive in mission-critical environments and are passionate about shaping the future of air traffic management. This is your chance to make an impact on one of the world’s most vital transportation infrastructures, working alongside leaders in aviation, engineering, data science, and systems integration. At Peraton, you won’t just support the mission — you’ll define it. Help shape the future of U.S. airspace safety and efficiency. We are seeking a IT Service Delivery Manager to join our team of qualified, diverse individuals. The ideal candidate will oversee enterprise-level IT service delivery in support of the Federal Aviation Administration (FAA). In this senior leadership role, you will be responsible for ensuring consistent, reliable, and high-quality delivery of IT services across FAA operations. This position offers an excellent opportunity to gain in-depth experience in federal contracting while supporting high-visibility aviation programs. In this position, you will: Provide strategic oversight of IT service management (ITSM), lead incident, problem, and change management processes, and drive continuous improvement to support FAA modernization initiatives and mission-critical systems. Serve as the senior SME and authority for IT service delivery across FAA programs. Define, implement, and manage IT service management (ITSM) strategies, processes, and governance frameworks. Oversee incident, problem, change, and configuration management processes to ensure operational reliability. Manage and monitor service-level agreements (SLAs), key performance indicators (KPIs), and compliance reporting. Collaborate with FAA leadership, program managers, and technical teams to align IT service delivery with mission priorities. Provide strategic oversight of contractors, subcontractors, and vendors supporting IT operations. Drive continuous service improvement initiatives using ITIL and industry best practices. Lead service delivery reviews, audits, and risk assessments for mission-critical FAA IT systems. Demonstrated ability to deliver audit-ready ITSM documentation and performance reports. Proven ability to implement service resiliency, continuity, and disaster recovery planning. Why This Role Matters The FAA is the cornerstone of aviation safety and innovation. As an IT Service Delivery Manager you will provide the leadership and subject matter expertise needed to ensure IT services are delivered with excellence, aligned with FAA’s mission, and fully compliant with federal requirements. Your role directly impacts the FAA’s ability to keep air travel safe, efficient, and resilient by ensuring its IT systems and services operate without disruption.

Requirements

U.S. Citizenship Required.
Must have the ability to obtain / maintain a Public Trust clearance.
Bachelor’s degree and 8 years of experience or Masters degree and 6 years or or Associate’s degree and 10 years experience or HS diploma/equivalent and 12 years experience.
IT service management experience.
Expertise in ITIL frameworks and IT service management best practices.
Strong background in incident, problem, and change management workflows.
Proven experience managing enterprise IT services in mission-critical environments.
Strong knowledge of federal IT compliance standards (NIST RMF, FISMA, FedRAMP).
Familiarity with hybrid and cloud-based IT service delivery models (AWS, Azure, GCP).
Strong analytical and reporting skills to track service KPIs and performance trends.
Familiarity with automation and AI tools for IT service management.

Nice To Haves

Direct FAA or NAS configuration management experience.
Degree in IT Management, Systems Engineering, or related discipline.
Professional certifications such as ITIL Expert, PMP, CISSP, or Certified Service Delivery Manager (CSDM).
Experience supporting FAA NextGen modernization programs or NAS-related initiatives.
Background in aviation, aerospace, or other mission-critical federal IT service delivery.
Experience developing federal IT service delivery policies, governance standards, or best practices.
Experience supporting federal IT environments, preferably FAA, DOT, DHS, or DoD.
Familiarity with Agile, SAFe, or DevSecOps frameworks for integrating service delivery.

Responsibilities

Provide strategic oversight of IT service management (ITSM)
Lead incident, problem, and change management processes
Drive continuous improvement to support FAA modernization initiatives and mission-critical systems
Serve as the senior SME and authority for IT service delivery across FAA programs
Define, implement, and manage IT service management (ITSM) strategies, processes, and governance frameworks
Oversee incident, problem, change, and configuration management processes to ensure operational reliability
Manage and monitor service-level agreements (SLAs), key performance indicators (KPIs), and compliance reporting
Collaborate with FAA leadership, program managers, and technical teams to align IT service delivery with mission priorities
Provide strategic oversight of contractors, subcontractors, and vendors supporting IT operations
Drive continuous service improvement initiatives using ITIL and industry best practices
Lead service delivery reviews, audits, and risk assessments for mission-critical FAA IT systems
Demonstrated ability to deliver audit-ready ITSM documentation and performance reports
Proven ability to implement service resiliency, continuity, and disaster recovery planning