Deputy Program Manager

We are seeking an experienced Deputy Program Manager / Service Delivery Manager to oversee the day-to-day delivery and operational performance of enterprise platform services in a complex, mission-focused environment. This role will coordinate across engineering, support, ITSM, security, infrastructure, and mission-platform teams to ensure reliable, responsive, and consistent service delivery to users and tenant programs.

 

The ideal candidate is a strong operational leader who can translate service performance data into actionable priorities, coordinate technical teams and escalation paths, and drive issues through resolution. This position will focus on service delivery, operational readiness, service levels, support coverage, issue resolution, and continuous improvement, while partnering closely with program and technical leadership.

Responsibilities

Service Delivery & Operational Performance

• Coordinate day-to-day delivery of platform services across engineering, G2PS, support, security, and infrastructure teams.

• Monitor service levels, operational performance, incidents, service requests, problem trends, and customer-impacting issues.

• Coordinate Tier 2, Tier 3, and Tier 4 support handoffs and on-call coverage.

• Lead service reviews and coordinate corrective-action plans when performance falls outside established objectives.

• Maintain visibility into operational issues and drive appropriate escalation and resolution across technical teams.

Operational Readiness & Service Transition

• Coordinate operational-readiness reviews for new or materially changed services prior to production release.

• Ensure support documentation, escalation paths, monitoring, access, and recovery procedures are established and ready to support production operations.

• Coordinate with the Lead Systems Integrator and technical leads when service issues span multiple platforms or organizational boundaries.

• Maintain visibility into maintenance windows, major changes, outages, and service restoration activities.

• Support the transition of new capabilities into stable, supportable operational services.

Customer & ITSM Coordination

• Partner with ITSM and ServiceNow teams to improve incident, request, problem, change, and knowledge-management processes and workflows.

• Coordinate recurring operational status and service-performance reporting for program and customer stakeholders.

• Monitor user and tenant feedback and ensure recurring issues are appropriately routed into engineering, automation, or process-improvement backlogs.

• Support staffing schedules and workload balancing across operational teams.

• Coordinate across multiple service providers and technical organizations to maintain consistent service delivery and accountability.

Location: This position is fully onsite in Chantilly, VA.

Required Qualifications

• Active TS/SCI clearance with CI Polygraph.

• 10+ years of relevant experience in IT service delivery, technical management, operations, or program management.

• A minumum of 10 years' of experience.

• Experience operating or supporting enterprise IT, developer-platform, cloud, or mission services.

• Working knowledge of IT service management (ITSM), incident management, problem management, change management, and service-level management.

• Experience coordinating multidisciplinary technical teams, operational support functions, and escalation paths.

• Demonstrated ability to analyze operational data, identify priorities, and drive corrective actions.

• Strong customer-facing communication, organizational, and coordination skills.

Desired Qualifications

• ITIL certification.

• ServiceNow experience.

• Experience supporting NRO or Intelligence Community service-delivery environments.

• Experience supporting 24x7 or mission-critical service environments.

• Experience with cloud-native or DevSecOps platform operations.

• Experience coordinating OLA/SLA performance across multiple service providers.

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.

$135,000 - $216,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.