Service Delivery Manager

Peraton•Reston, VA

3d•$135,000 - $216,000

About The Position

Peraton is seeking an experienced Service Delivery Manager (SDM) to support the DCCO program. The SDM will provide both strategic and operational leadership for service delivery across the Hybrid Computing Environment (HCE) - including Data Center 1, colocation facilities, and public cloud environments. This role ensures reliable, consistent, and high‑quality IT services across all supported environments and Task Orders. The ideal candidate will oversee all aspects of DCCO service delivery, including the coordination and integration of requirements across multiple Task Orders, operational teams, technical functions, and stakeholders. This individual will serve as a key interface between Peraton program leadership, technical teams, and customer leadership to ensure services are delivered in accordance with contractual requirements, established service levels, performance standards, and mission priorities. The Service Delivery Manager will be responsible for establishing and maintaining service delivery policies, processes, procedures, and performance standards designed to ensure consistently high levels of service. The SDM will monitor service performance, evaluate operational metrics and customer feedback, identify service gaps and trends, and lead the development and implementation of corrective actions and continuous improvement initiatives.

Requirements

16 years of professional experience, which may include management and leadership experience.
10+ years of IT experience, including at least 8 years of experience building, operating, managing, and improving environments similar in size and complexity to the DHS HCE.
Demonstrated experience managing teams of IT professionals supporting a large-scale, complex enterprise environment.
Experience leading enterprise IT service delivery and coordinating activities across multiple technical teams, functional areas, and stakeholders.
Demonstrated experience developing, monitoring, and improving service delivery performance through SLAs, KPIs, operational metrics, and customer feedback.
Experience implementing IT service management processes and continuous service improvement initiatives.
Demonstrated ability to identify and resolve complex operational and service delivery issues in mission-critical IT environments.
Experience interfacing, communicating, and building effective relationships with customer senior leadership and executive stakeholders.
Strong leadership, communication, problem-solving, decision-making, and customer relationship management skills.
ITIL 5 Managing Professional certification may be obtained with 90 days.
U.S. Citizenship required; Must possess an active Top Secret security clearance.

Nice To Haves

Bachelor’s degree or higher in Computer Science, Business Administration, Science, Mathematics, Engineering, or a related discipline.
PMI PMP is preferred.

Responsibilities

Provide leadership and oversight for enterprise IT service delivery across the HCE environment
Coordinate service requirements, priorities, dependencies, and deliverables across multiple DCCO Task Orders and technical teams.
Ensure service delivery activities align with customer mission objectives, contractual requirements, and established performance standards.
Develop, implement, and maintain service management policies, processes, procedures, and governance practices consistent with ITIL principles.
Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational metrics, and other service delivery measures.
Analyze service performance data and trends to identify risks, recurring issues, service gaps, and opportunities for improvement.
Lead continuous service improvement initiatives designed to enhance service quality, operational efficiency, reliability, and customer satisfaction.
Provide oversight of incident, problem, change, request, configuration, and service-level management activities as appropriate to the enterprise environment.
Partner with technical and operational leaders to address complex service delivery issues, resolve escalations, and minimize impacts to mission operations.
Develop and maintain effective relationships with customer senior leadership and serve as a trusted advisor on service delivery performance, priorities, risks, and improvement opportunities.
Lead service delivery reviews and provide senior leadership with clear, data-driven reporting regarding operational performance, trends, risks, issues, and corrective actions.
Ensure appropriate communication and coordination across technical teams, program leadership, Task Order leadership, and customer stakeholders.
Manage and mentor teams of IT professionals supporting a complex, large-scale enterprise environment.
Promote accountability and establish clear expectations for service quality, responsiveness, customer engagement, and operational performance.
Identify and proactively manage service delivery risks, dependencies, resource constraints, and emerging operational challenges.
Support the development of service transition and operational readiness plans for new technologies, capabilities, upgrades, and changes introduced into the enterprise.
Ensure service delivery processes support availability, reliability, security, scalability, and continuity of mission-critical enterprise services.
Evaluate customer feedback and collaborate with program and technical leadership to implement measurable quality and service improvements.
Drive a customer-focused service culture that emphasizes collaboration, responsiveness, accountability, innovation, and continuous improvement.