Senior Manager, IT Service Delivery

Peraton • Washington, DC

5d • Onsite

About The Position

The Senior Manager, IT Service Delivery is responsible for the strategic leadership, operational excellence, and continuous improvement of a multi-tiered Service Desk supporting the Department of Energy . This role oversees all aspects of the Service Desk, to include teams supporting Tier I and Tier II support, VIP -level Support , Customer Engagement and Communications , Incident Management, Account Administration, Inventory Control and Managed Desktop Services . This role is responsible for e nsuring high-quality, secure, and responsive IT services aligned with contractual SLAs and ITIL best practices . The Senior Manager, IT Service Delivery serves as the primary interface between the Service Desk and government stakeholders, program leadership, and internal technical teams, with a strong emphasis on customer satisfaction, service performance, and clear communicatio n. The Senior Manager, IT Service Delivery must be able to work onsite multiple days per week in either Washington, DC or Germantown, MD.

Requirements

• 12 + years of IT service management or program management experience
• 5+ years managing large program teams
• Experience supporting large federal or government IT environments
• Strong knowledge of ITIL processes
• Demonstrated experience supporting VIP or executive-level users
• Excellent written and verbal communication skills, with experience briefing senior stakeholders
• Must be a US Citizen able to obtain a clearance

Nice To Haves

• ITIL v4 Foundation or higher
• Experience managing Service Desk tools (e.g., ServiceNow)
• Bachelor's degree preferred

Responsibilities

• Service Desk Operations & Leadership Provide oversight Tier I and Tier II Service Desk teams, ensuring consistent delivery of high-quality end-user support .
• Oversee day-to-day operations, including incident, service request, problem, and escalation management .
• Ensure adherence to SLAs and other relevant performance requirements .
• Establish and enforce standard operating procedures (SOPs), knowledge management practices, and quality assurance processes .
• Drive continuous service improvement initiatives using ITIL and industry best practices .
• Foster a customer-focused, accountable, and collaborative team culture .
• VIP & Executive Support Oversee and directly support VIP and executive users, ensuring white-glove service and rapid issue resolution Develop and maintain VIP support protocols, escalation paths, and dedicated support models
• Customer Engagement & Communications M anage the development of customer communication strategies, including outage notifications, maintenance announcements, and service updates Lead customer briefings, service reviews, and performance discussions Proactively identify customer concerns and implement solutions to improve satisfaction and trust
• Performance Management & Reporting Monitor, analyze, and report Service Desk performance metrics and trends Prepare and deliver weekly, monthly, and ad-hoc reports to program leadership Use data-driven insights to improve efficiency, reduce incident volume, and enhance user experience

What This Job Offers

• Job Type: Full-time
• Career Level: Manager