Service Delivery Manager

Peraton is seeking an experienced driven self-starter to manage service delivery for a federal client. The Service Delivery Manager (SDM) is the senior operations lead for a large-scale federal enterprise services contract, supporting the customer across 9 distinct service Tasks. Reporting directly to the Program Manager, the SDM oversees delivery execution, provides strategic direction to Task Leads, ensures adherence to SLAs/KPIs, and drives operational excellence across all service areas. This role is central to customer satisfaction, employee engagement, and continuous improvement across the contract.

Leadership & Oversight

• Lead and manage 9 Task Leads, each responsible for separate enterprise service offerings, to create high performing teams that enable mission success.
• Serve as the principal operations advisor to the Program Manager and customer stakeholders.
• Translate program objectives into actionable plans for the delivery teams that align with contractual requirements and client expectations.

Service Performance & Delivery Management

• Monitor and manage service performance, SLAs, KPIs, and quality targets across all Tasks.
• Oversee the resolution of high-impact incidents, systemic issues, and delivery challenges.
• Champion operational reviews, root cause analysis, and continuous improvement efforts.

Customer & Stakeholder Engagement

• Collaborate with Narsil Customer Advocates and act as a key interface with the government client on all matters related to service execution and performance.
• Participate in customer-facing meetings, executive briefings, and strategic planning sessions.
• Drive collaboration and transparency with government counterparts and subcontracting partners.

Program Integration & Risk Management

• Ensure consistent execution across disparate Tasks while maintaining enterprise-wide standards.
• Proactively identify risks and develop mitigation strategies to prevent service disruptions or performance shortfalls.
• Support contract compliance, audits, and reporting requirements.

Financial & Resource Management

• Support the Program Manager in resource planning, labor mix optimization, and financial forecasting.
• Lead the requirements request process by developing, submitting, and executing solutions for customer work increases or descopes. Monitor cost and work schedule compliance to achieve desired outcomes.
• Track labor costs, productivity, and resource utilization; identify and implement efficiency opportunities.

Required:

• Position requires an active TS/SCI with Polygraph level clearance.
• Bachelor’s degree in Business Administration, IT, Engineering, or related field.
• 16+ years of combined experience in service delivery or operations leadership, including 10 years leading managers or team leads.
• Experience working with federal civilian agencies, departments, or the Intelligence Community.
• Demonstrated success managing large-scale service contracts with 100+ personnel, preferably supporting federal agencies.
• Proven ability to oversee diverse technical and business functions simultaneously.
• Familiarity with enterprise service management tools (e.g., ServiceNow, Jira, Remedy, Deltek).
• Strong interpersonal and executive communication skills capable of tailoring information to meet audience needs.
• PMP or equivalent program/project management certification.

Desired:

• Master’s degree in Business, Public Administration, or a related field.
• ITIL Intermediate or Expert certification.
• CMQ-OE or RMP certification(s).
• Hands-on experience managing both FFP and cost-reimbursable contracts.
• Working knowledge of federal acquisition regulations (FAR/DFARS) and program governance.

Benefits:

Peraton offers enhanced benefits to employees working on this critical National Security program, which include heavily subsidized employee benefits coverage for you and your dependents, 25 days of PTO accrued annually up to a generous PTO cap and eligible to participate in an attractive bonus plan.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.