Service Delivery Manager

About Peraton

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.

Program Overview

Peraton is heavily involved in IT and telecommunications services for this program. The company manages a comprehensive outsourcing contract that includes handling the county's information technology infrastructure and telecommunications needs.

About The Role

Peraton is seeking a dynamic Service Delivery Manager to join our Citizens Security & Public Services team, supporting the County of San Diego Account within our State and Local West sector.

This is a unique opportunity to play a critical role in ensuring seamless IT service delivery for a key County of San Diego Business Group. Please note, this is not a supervisory role and does not involve direct reports.

As the primary onsite point of contact, you'll work closely with County IT leadership (CIO, ACIO, CISO, CTA, and Technology Managers) and Group IT Managers to address operational issues, proactively identify risks, and drive resolutions that support the business.

Day to Day Work Responsibilities:

• Oversee Incident Management and Problem Management to ensure rapid issue resolution.
• Manage Change and Release Processes to minimize disruption and ensure smooth transitions.
• Lead Escalation Management and foster effective collaboration across teams.
• Monitor and optimize Capacity and Performance to align with business needs.
• Spearhead Outage Response and ensure timely restoration of services.
• Deliver clear and consistent Communications Management with stakeholders.
• Utilize data-driven insights to proactively prevent issues and minimize business impact.
  
  

Qualifications

Basic Qualifications:

• Bachelor's degree and 5 years of experience or Master's Degree and 3 years of experience or HS Diploma or equivalent and 9 years of experience.
• Must be a US citizen with the ability to pass a background check and drug screening.
• Strong technical background, with a comprehensive understanding of IT systems and processes.
• Experience with IT operations and providing superior customer service or service delivery processes, such as ITIL.
• Experience in continuous improvement /Process engineering.
• Strong understanding of IT operations and service delivery processes, such as ITIL.
• Experience with incident, problem, change, and release management in an enterprise environment.
• Proven ability to engage and build relationships with all levels of stakeholders including executives.
• Demonstrated ability to engage effectively with customers and build strong professional relationships.
• Proven ability to engage and build relationships with high-level stakeholders, including C-suite and IT leadership.
• Demonstrated ability to engage effectively with customers and build strong professional relationships.
• Experience managing change and release processes in dynamic environments.
• Skilled in communicating with C-suite executives and Director-level stakeholders.
• Willingness and ability to participate in a mandatory 24x7 on-call rotation.
  
  

Preferred Qualifications:

• ITIL Foundation certification
• Project Management experience is a plus
  
  

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.

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