Service Delivery Director (TX)

Job Locations US-TX-Home

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.

Peraton is seeking an experienced Service Delivery Director to provide overall leadership and accountability for the delivery of all contract requirements across the Texas Private Cloud environment.

Per the Draft RFO DIR-CPO-STS-603, the Service Delivery Director shall be a full-time employee of the Successful Respondent with overall responsibility for delivery of the Successful Respondent's requirements.

The Service Delivery Director will provide operational leadership across all service towers, directly oversee key Service Delivery Managers (SDMs), manage service-level performance, lead Severity 1 and Severity 2 escalation management, and coordinate closely with the Account Director on customer satisfaction and the DIR relationship.

Candidates must reside in or be willing to relocate to the Austin, TX metropolitan area. San Angelo, TX may apply based on assignment. Candidates must be local to the applicable area or willing and able to relocate.

This position covers both the Austin Data Center (ADC) and San Angelo Data Center (SDC).

Key Responsibilities:

Assume overall responsibility for delivery of all contract requirements across all service towers.
• Provide direct oversight of:
• Private Cloud Service Delivery Manager (SDM)
• Mainframe Service Delivery Manager (SDM)
• Facility Management Service Delivery Manager (SDM)
• Data Center Network Service Delivery Manager (SDM)
• Manage and drive SLA performance across all service tiers, ranging from:
• Premier Plus - 99.95%
• Through Remote Standard - 99.00%
• Provide escalation management for all Severity 1 and Severity 2 incidents.
• Coordinate with the Account Director on customer satisfaction and DIR relationship management.
• Provide ITIL-based service management process oversight across all service towers.
• Drive operational consistency, accountability, and performance across the multi-tower service delivery organization.
• Ensure service delivery activities remain aligned with contractual requirements, service levels, and customer expectations.
• Lead operational coordination across the Austin Data Center and San Angelo Data Center, as applicable.

Required Qualifications:

• 16 years of experience, may have management experience.
• 10 years of IT managed services operations leadership at scale, including experience with environments/contracts valued at $50M per year.
• Demonstrated experience managing multi-tower data center services, including:
• Compute
• Storage
• Network
• Facilities
• Mainframe
• Prior state or federal government IT managed services delivery experience.
• Strong knowledge and demonstrated application of the ITIL service management framework.
• Experience operating within MSI/multi-vendor government IT environments.
• Demonstrated people leadership experience managing large, geographically distributed teams.
• Proven ability to manage complex service delivery organizations and multiple service towers simultaneously.
• Strong incident, escalation, SLA, operational performance, and customer-service management experience.
• Ability to work effectively with senior government stakeholders, internal executives, service delivery leaders, and multi-vendor partners.
• Must be a US Citizen

Preferred Qualifications:

• ITIL v4 Managing Professional or equivalent preferred
• PMP preferred

$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.

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

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