Service Delivery Manager

Viasat, Inc.•Carlsbad, CA

About The Position

The Integrated Solutions Business Unit is hiring a Service Delivery Manager to own service delivery for our advanced, global managed network service program, Tactical Mission Fabric (TMF). TMF is a multi-tenant network-as-a-service platform that delivers secure, globally interconnected managed networking to DoW mission owners. This is a service delivery and customer accountability role, not an engineering role and not a pure program management seat. You will own tenant onboarding, service catalog execution, SLA performance, and cross-program coordination for every TMF tenant, working daily with systems engineering, network operations, security, and program management to keep a live, accredited platform delivering against contract commitments. We're looking for a service delivery manager who can run an operational service: someone who has owned onboarding, SLAs, and customer outcomes for a managed service or platform product, and who is technically fluent enough to engage engineers on network, cloud, and compliance trade-offs without needing to be hands-on.

Requirements

Service delivery management experience for a managed service, platform, or network product with paying customers and contractual SLAs
Direct experience owning customer onboarding from contract award through operational acceptance
Working fluency in managed network and cloud services (SD-WAN, cloud infrastructure, FedRAMP/CMMC compliance concepts), sufficient to engage engineers and customers on trade-offs
Demonstrated ability to coordinate across engineering, operations, security, and program management without direct authority
Customer-facing experience with DoW or federal mission owners, program offices, or operational users
5+ years in service delivery management, service operations, or technical program delivery in defense, federal, SATCOM, or telecom environments
Bachelor's degree in a technical, business, or related field
US Citizenship required
Active DoD Secret clearance
Ability to travel up to 15%

Nice To Haves

Experience delivering a FedRAMP-authorized or IL4/IL5 managed service to DoD customers
Familiarity with multi-tenant network or IaaS/NaaS commercial models (subscription tiers, committed information rates, block or capacity pricing)
Working knowledge of SD-WAN operations: overlay management, tenant provisioning, boundary security integration
Experience coordinating with network operations centers, security operations centers, or government care centers
SLA definition, measurement, and reporting experience, including customer-facing service reviews
AWS GovCloud or classified cloud service delivery exposure
Direct experience with US Government and DoD customers (USAF, USMC, Army, CENTCOM, or Special Operations)
Service management or delivery certifications (ITIL, PMP, SAFe, or equivalent)
ITIL or service management framework experience in an operational environment
Familiarity with Type 1 encryption, CSfC, or HAIPE-adjacent service delivery
Experience supporting capture or proposal efforts with service delivery content (SLAs, service descriptions, onboarding plans)
TS/SCI clearance currently held
SATCOM or tactical network service delivery experience

Responsibilities

Own tenant onboarding from contract award through operational acceptance: service activation, boundary integration, accreditation evidence handoff, and entry into steady-state operations.
Execute and evolve the TMF service catalog: define tenant-facing offerings, maintain service descriptions and pricing inputs, and ensure what we sell matches what engineering can deliver and operations can sustain.
Own SLA performance across the tenant portfolio: 99.999% backbone availability, 99.9% TMF boundary availability, latency targets, and incident response commitments. Track, report, and drive corrective action when performance drifts.
Serve as the primary delivery interface for tenant mission owners, program offices, and operational users, translating mission requirements into service requests and ensuring commitments are met.
Run the tenant lifecycle: renewals, tier transitions, block-fill coordination, and churn risk identification across the subscription model.
Coordinate delivery across concurrent TMF tenants and captures, ensuring shared platform capacity, anchor site resources, and engineering bandwidth are allocated against priority and contract commitments.
Act as the connective tissue between systems engineering, network operations (GCC/NOC, CSOC), security and compliance, program management, and finance so the right information reaches the right people at the right time.
Partner with the Lead Systems Engineer and platform engineering leads to sequence tenant onboarding against architecture and accreditation milestones without overcommitting delivery capacity.
Maintain delivery risk visibility: surface onboarding, SLA, and capacity risks early, with mitigation options, to program and business unit leadership.
Support pricing and tier evolution by providing delivery-cost and utilization inputs to the tier pricing model and block architecture planning.
Produce tenant-facing and internal reporting: SLA scorecards, onboarding status, service health, and quarterly service reviews for mission owners and Viasat leadership.
Feed operational lessons learned back into the service catalog, onboarding playbooks, and engineering backlog so the platform improves with every tenant.