Service Delivery Director (TX DIR)

Peraton•Home, TX

5d•Onsite

About The Position

Peraton is seeking an experienced Service Delivery Director to provide overall leadership and accountability for the delivery of all contract requirements across the Texas Private Cloud environment. The Service Delivery Director will provide operational leadership across all service towers, directly oversee key Service Delivery Managers (SDMs), manage service-level performance, lead Severity 1 and Severity 2 escalation management, and coordinate closely with the Account Director on customer satisfaction and the DIR relationship. Candidates must reside in or be willing to relocate to the Austin, TX metropolitan area. San Angelo, TX may apply based on assignment. Candidates must be local to the applicable area or willing and able to relocate. This position covers both the Austin Data Center (ADC) and San Angelo Data Center (SDC).

Requirements

16 years of experience, may have management experience.
10+ years of IT managed services operations leadership at scale, including experience with environments/contracts valued at $50M+ per year.
Demonstrated experience managing multi-tower data center services, including: Compute, Storage, Network, Facilities, Mainframe
Prior state or federal government IT managed services delivery experience.
Strong knowledge and demonstrated application of the ITIL service management framework.
Experience operating within MSI/multi-vendor government IT environments.
Demonstrated people leadership experience managing large, geographically distributed teams.
Proven ability to manage complex service delivery organizations and multiple service towers simultaneously.
Strong incident, escalation, SLA, operational performance, and customer-service management experience.
Ability to work effectively with senior government stakeholders, internal executives, service delivery leaders, and multi-vendor partners.
Must be a US Citizen

Nice To Haves

ITIL v4 Managing Professional or equivalent preferred
PMP preferred

Responsibilities

Assume overall responsibility for delivery of all contract requirements across all service towers.
Provide direct oversight of: Private Cloud Service Delivery Manager (SDM), Mainframe Service Delivery Manager (SDM), Facility Management Service Delivery Manager (SDM), Data Center Network Service Delivery Manager (SDM)
Manage and drive SLA performance across all service tiers, ranging from: Premier Plus – 99.95% Through Remote Standard – 99.00%
Provide escalation management for all Severity 1 and Severity 2 incidents.
Coordinate with the Account Director on customer satisfaction and DIR relationship management.
Provide ITIL-based service management process oversight across all service towers.
Drive operational consistency, accountability, and performance across the multi-tower service delivery organization.
Ensure service delivery activities remain aligned with contractual requirements, service levels, and customer expectations.
Lead operational coordination across the Austin Data Center and San Angelo Data Center, as applicable.