Delivery Manager

Peraton is seeking an experienced Delivery Manager to lead delivery for a large, complex, mission-critical environment supporting customer operations in the DMV area.

The ideal candidate serves as the primary delivery authority and subject matter expert for all program operations. This role is the operational backbone of the program — directly managing all service delivery activities, financial and invoicing functions, contract changes, and technical operations across the full scope of the contract. The Delivery  Manager operates as the day-to-day operational leader, translating the Relationship Manager’s strategic direction into disciplined, compliant, and high-quality service execution. This position is best suited for a highly seasoned delivery leader with demonstrated success managing 24x7, high-availability systems, building mature governance models, and leading teams in environments where system performance directly impacts public safety and operational readiness.

The Delivery Manager leads all aspects of operations management — coordinating third-party and subcontractor activities, managing all incidents through resolution, overseeing all invoicing and budgeting, and handling all contract modifications. 

Day to Day Roles and Responsibilities: 

• Delivery Authority: Serve as the primary delivery authority for all operations
• Contract Mastery: Thoroughly understand and ensure all operations are executed in strict accordance with contract terms, SLAs, and attachment requirements; maintain complete SLA understanding across all third-party and subcontractor operations.
• Operations Management: Manage all day-to-day operations across all seven service towers; coordinate operations and maintenance activities with full SLA awareness; ensure all operational commitments are met on time and within scope.
• Incident Management Leadership: Mobilize appropriate resources to respond to Severity Level 1 incidents, crises, and disasters; ensure appropriate responses to all incidents across all towers; serve as the operational escalation point for major service disruptions.
• Financial & Invoicing Management: Handle all invoicing, budgeting, and financial-related issues; ensure invoice accuracy and timeliness; manage financial reporting to the Relationship Manager and the customer governance committees.
• Contract Change Management
• Third-Party & Subcontractor Coordination: Coordinate third-party operations and maintenance activities; manage subcontractor performance against SLAs; resolve issues with third-party providers through the Managerial Committee process.
• Risk Management: Own risk management action items at the operational level; identify, assess, and escalate risks to the Relationship Manager; maintain risk registers and mitigation plans for all active operational risks.
• Innovation & New Service Deployment: Identify and deploy new and innovative services with customer approval; develop business cases for service enhancements; lead technical components of new service implementation and transition.
• Workflow Process Development: Develop and implement client-specific workflow processes tailored to the customer's operational requirements; continuously refine processes based on performance data, audit findings, and customer feedback.
• Weekly Status Reporting: Produce and deliver weekly project status reports to the customer, covering: schedule updates, previous week’s activities, following week’s planned activities, risks, issues, and open action items.
• Technical Leadership: Lead technical components of operations and maintenance across all service towers; serve as the technical decision-making authority for complex operational issues; ensure technical solutions align with customer standards and security requirements.
• Automation & Process Optimization: Champion automation and AI initiatives at the operational level; identify manual processes across all towers suitable for automation; oversee implementation of automated workflows, AIOps tools, and platform integrations.
• Performance Monitoring & Reporting: Monitor and report Contractor performance across all services; analyze performance trends; identify root causes of SLA misses; develop and execute corrective action plans; present performance data at governance committees.
• Talent & Team Management: Supervise project teams across all service towers; ensure appropriate staffing levels and skill sets; coordinate with Tower Team Leads on staffing, training, and performance management; support succession planning for all Key Personnel positions.

Basic Qualifications:

• Minimum 12 years management experience
• 10+ years’ experience of IT infrastructure support experience
• ITIL 4 Foundation (2026 current standard) 
• PMP — PMI 2024 ECO 
• Minimum 4 years of experience supervising projects or project teams
• Demonstrable experience developing and implementing client-specific workflow processes and change management processes
• Advanced proficiency in analytical, project planning, negotiations, interpersonal, and communication skills — verbal and written
• In-depth experience implementing and customizing IT management tools and platforms
• Experience managing fully outsourced IT infrastructure programs for federal government clients 
• Proven experience managing multi-tower, multi-location IT operations with 24x7x365 requirements 
• Experience managing IT financial operations including invoicing, budgeting, and cost management for large-scale managed services contracts
• Experience handling contract modifications, SOW amendments, and change order management under federal contracting frameworks 
• Must be a U.S. Citizen; must have have the ability to obtain and maintain a Public Trust clearance

Preferred Qualifications: 

• ITIL 4 Managing Professional (MP) — covers Create, Deliver & Support; High-Velocity IT; Direct, Plan & Improve; Drive Stakeholder Value 
• ITIL 4 Specialist: Create, Deliver and Support (CDS) 
• ServiceNow Certified System Administrator (CSA) — current release (Xanadu/Yokohama 2025-2026) 
• Certified Outsourcing Professional (COP) — IAOP 
• Lean Six Sigma Green Belt or Black Belt 
• CISSP — (ISC)² — for security governance awareness