Senior Account Delivery Executive

Peraton•New York, NY

1d•$176,000 - $282,000•Onsite

About The Position

Peraton is seeking an experienced Senior Account Delivery Executive to lead delivery for a large, complex, mission-critical Computer Aided Dispatch (CAD) environment supporting public safety operations in New York City. This role is aligned to Peraton’s senior delivery and program leadership architecture, with accountability for service delivery excellence, customer satisfaction, operational governance, and continuous improvement. The successful candidate will function as the single-threaded leader responsible for operational outcomes, relationship management, and long-term account stability. 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. This position is full-time and onsite in Brooklyn, NY. Day to Day Roles and Responsibilities: Account & Program Leadership Provide overall leadership and accountability for application maintenance and support services for a mission-critical CAD system operating in a 24x7 environment. Serve as the primary senior interface between Peraton and customer leadership, ensuring alignment on priorities, performance, and expectations. Act as a trusted advisor to customer executives on operational strategy, risk management, and service modernization. Represent Peraton with executive presence and credibility in all customer-facing engagements. Service Delivery & Operational Excellence Ensure consistent delivery of high-availability, high-reliability services , meeting or exceeding contractual SLAs and KPIs. Own delivery performance across incident management, problem resolution, enhancements, and operational support. Lead complex operational situations, including major incidents and escalations, with composure and decisive leadership. Drive a culture of accountability, quality, and continuous improvement across the delivery organization. Governance, Process & Transformation Conduct a comprehensive review of existing operational, delivery, and governance processes. Identify gaps, risks, and inefficiencies; design and implement scalable, repeatable, and auditable processes . Establish and lead formal governance structures , including operational reviews, performance dashboards, and executive steering forums. Define and mature change management and release processes , ensuring controlled, low-risk deployments in a mission-critical environment. Align and refine SDLC and application lifecycle processes to support stability, security, and operational resilience. Ensure adoption of ITSM best practices across incident, problem, change, and configuration management. People Leadership & Workforce Management Lead, mentor, and develop a high-performing team of technical and operational professionals. Set clear performance expectations and ensure alignment with Peraton delivery standards. Manage staffing models, on-call coverage, and escalation paths to support 24x7 operations. Foster a culture of ownership, collaboration, and customer focus. Risk Management, Reporting & Continuous Improvement Proactively identify operational and delivery risks; implement mitigation and contingency plans. Analyze service trends and incident data to reduce recurrence and improve system stability. Provide clear, data-driven reporting to Peraton leadership and customer stakeholders. Drive continuous improvement initiatives focused on reliability, efficiency, and customer satisfaction. Cross-Functional & Enterprise Collaboration Coordinate with internal engineering, cybersecurity, infrastructure, and corporate teams to ensure secure and compliant operations. Manage and integrate third-party vendors and partners as required. Stay current on industry best practices related to CAD systems, public safety platforms, and mission-critical IT services.

Requirements

High School diploma and 12 years of experience, may have supervisory or management experience.
Must be a U.S. Citizen or Green Card holder.
Must be local to the New York City area and available for on-site work as required.
10+ years of experience leading IT service delivery, account delivery, or program management for large, complex, mission-critical systems.
Demonstrated experience establishing and maturing governance, SDLC, and ITSM processes in high-availability environments.
Proven success managing executive-level customer relationships.
Strong leadership experience managing multidisciplinary technical teams.
Excellent communication, judgment, and decision-making skills.
Ability to lead effectively under pressure and during critical incidents.

Nice To Haves

Bachelors degree
Prior experience supporting Computer Aided Dispatch (CAD) or similar real-time, life-safety systems.
Experience with public safety, emergency response, or government operational environments.
Background managing 24x7 support operations for mission-critical platforms.
Familiarity with regulatory, compliance, and audit requirements in public-sector environments.
PMP, ITIL, or equivalent professional certifications.
Experience supporting large municipal or metropolitan-scale organizations.

Responsibilities

Provide overall leadership and accountability for application maintenance and support services for a mission-critical CAD system operating in a 24x7 environment.
Serve as the primary senior interface between Peraton and customer leadership, ensuring alignment on priorities, performance, and expectations.
Act as a trusted advisor to customer executives on operational strategy, risk management, and service modernization.
Represent Peraton with executive presence and credibility in all customer-facing engagements.
Ensure consistent delivery of high-availability, high-reliability services , meeting or exceeding contractual SLAs and KPIs.
Own delivery performance across incident management, problem resolution, enhancements, and operational support.
Lead complex operational situations, including major incidents and escalations, with composure and decisive leadership.
Drive a culture of accountability, quality, and continuous improvement across the delivery organization.
Conduct a comprehensive review of existing operational, delivery, and governance processes.
Identify gaps, risks, and inefficiencies; design and implement scalable, repeatable, and auditable processes .
Establish and lead formal governance structures , including operational reviews, performance dashboards, and executive steering forums.
Define and mature change management and release processes , ensuring controlled, low-risk deployments in a mission-critical environment.
Align and refine SDLC and application lifecycle processes to support stability, security, and operational resilience.
Ensure adoption of ITSM best practices across incident, problem, change, and configuration management.
Lead, mentor, and develop a high-performing team of technical and operational professionals.
Set clear performance expectations and ensure alignment with Peraton delivery standards.
Manage staffing models, on-call coverage, and escalation paths to support 24x7 operations.
Foster a culture of ownership, collaboration, and customer focus.
Proactively identify operational and delivery risks; implement mitigation and contingency plans.
Analyze service trends and incident data to reduce recurrence and improve system stability.
Provide clear, data-driven reporting to Peraton leadership and customer stakeholders.
Drive continuous improvement initiatives focused on reliability, efficiency, and customer satisfaction.
Coordinate with internal engineering, cybersecurity, infrastructure, and corporate teams to ensure secure and compliant operations.
Manage and integrate third-party vendors and partners as required.
Stay current on industry best practices related to CAD systems, public safety platforms, and mission-critical IT services.