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Peraton · 23 hours ago

IT Service Delivery Manager

Washington, DC

Full-time

Onsite

Senior Level

$104K/yr - $166K/yr

6+ years exp

Peraton is a next-generation national security company that drives missions of consequence across the globe. They are seeking an IT Service Delivery Manager to oversee enterprise-level IT service delivery in support of the Federal Aviation Administration (FAA), ensuring consistent and high-quality delivery of IT services across FAA operations.

Information TechnologyRobotics

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide strategic oversight of IT service management (ITSM), lead incident, problem, and change management processes, and drive continuous improvement to support FAA modernization initiatives and mission-critical systems

Serve as the senior SME and authority for IT service delivery across FAA programs

Define, implement, and manage IT service management (ITSM) strategies, processes, and governance frameworks

Oversee incident, problem, change, and configuration management processes to ensure operational reliability

Manage and monitor service-level agreements (SLAs), key performance indicators (KPIs), and compliance reporting

Collaborate with FAA leadership, program managers, and technical teams to align IT service delivery with mission priorities

Provide strategic oversight of contractors, subcontractors, and vendors supporting IT operations

Drive continuous service improvement initiatives using ITIL and industry best practices

Lead service delivery reviews, audits, and risk assessments for mission-critical FAA IT systems

Demonstrated ability to deliver audit-ready ITSM documentation and performance reports

Proven ability to implement service resiliency, continuity, and disaster recovery planning

Qualification

IT service managementITIL frameworksIncident managementFederal IT complianceCloud-based IT deliveryAnalytical skillsService delivery policiesCommunicationLeadership skillsTeam collaboration

Required

U.S. Citizenship Required

Must have the ability to obtain / maintain a Public Trust clearance

Bachelor's degree and 8 years of experience or Masters degree and 6 years or or Associate's degree and 10 years experience or HS diploma/equivalent and 12 years experience

IT service management experience

Expertise in ITIL frameworks and IT service management best practices

Strong background in incident, problem, and change management workflows

Proven experience managing enterprise IT services in mission-critical environments

Strong knowledge of federal IT compliance standards (NIST RMF, FISMA, FedRAMP)

Familiarity with hybrid and cloud-based IT service delivery models (AWS, Azure, GCP)

Strong analytical and reporting skills to track service KPIs and performance trends

Familiarity with automation and AI tools for IT service management