Senior Account Delivery Manager

Peraton•New York, NY

7d•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. Day to Day Roles and Responsibilities: Oversee the delivery of application maintenance and support services for CAD systems, ensuring high availability, performance, and reliability. Act as the primary point of contact for stakeholders, fostering strong client relationships and ensuring client satisfaction. Manage, mentor, and lead a team of technical professionals responsible for system maintenance, incident resolution, and enhancements. Collaborate with the customer leadership to understand operational needs, align service delivery with expectations, and drive continuous improvement. Develop and implement service delivery strategies, including proactive maintenance plans and risk mitigation approaches. Ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs). Coordinate with cross-functional teams to resolve complex technical issues and implement system upgrades or patches. Provide regular reports on system performance, team activities, and client feedback to internal and external stakeholders. Stay updated on industry best practices and emerging technologies related to CAD systems and public safety solutions.

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.
Minimum of 10 years of experience in IT service delivery, account management, or project management, with a focus on mission-critical systems
Prior experience with Computer Aided Dispatch (CAD) systems, preferably in public safety or emergency services
Proven ability to build and maintain strong client relationships with excellent communication and interpersonal skills
Experience managing and motivating technical teams to deliver high-quality services
Familiarity with application maintenance, support processes, and IT service management (ITSM) frameworks such as ITIL
Strong problem-solving and decision-making skills
Excellent organizational and time-management abilities
Ability to work under pressure and manage multiple priorities in a fast-paced environment

Nice To Haves

Knowledge of public safety operations and regulatory requirements is a plus
Relevant certifications such as PMP or ITIL are a plus
Experience working with government agencies or public safety organizations, particularly in New York City
Familiarity with dispatch system operations or similar emergency response environments
Background in managing 24/7 support operations for critical systems

Responsibilities

Oversee the delivery of application maintenance and support services for CAD systems, ensuring high availability, performance, and reliability.
Act as the primary point of contact for stakeholders, fostering strong client relationships and ensuring client satisfaction.
Manage, mentor, and lead a team of technical professionals responsible for system maintenance, incident resolution, and enhancements.
Collaborate with the customer leadership to understand operational needs, align service delivery with expectations, and drive continuous improvement.
Develop and implement service delivery strategies, including proactive maintenance plans and risk mitigation approaches.
Ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs).
Coordinate with cross-functional teams to resolve complex technical issues and implement system upgrades or patches.
Provide regular reports on system performance, team activities, and client feedback to internal and external stakeholders.
Stay updated on industry best practices and emerging technologies related to CAD systems and public safety solutions.

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