Senior Service Delivery Manager

Program Overview

About The Role

Peraton is seeking a highly experienced and dedicated Senior Account Manager to serve as the primary liaison between our organization and our client. This key staff position is critical to the day-to-day oversight and coordination of all client activities, ensuring a high level of service delivery, operational responsiveness, and client satisfaction. The Account Manager will act as the senior point of contact with the client and represent the client’s interests to our internal leadership.

Key Responsibilities:

• Serve as the primary contact with the client and associated contract issues.
• Provide full-time, dedicated account management support; being available to be at the clients’ office when required for meetings.
• Ensure day-to-day coordination and timely resolution of all client service issues and inquiries.
• Represent client concerns and interests to internal Contractor management and leadership teams.
• Maintain 24/7/365 availability, including designated backup coverage, to respond to any critical service issues.
• Participate in all workgroups or committees created by either Peraton or the client that relate to the contract.
• Develop and maintain a deep understanding of contract deliverables, compliance obligations, and service performance metrics.
• Foster strong, transparent relationships with government stakeholders and ensure their evolving needs are proactively addressed.

**Position is part of a proposal opportunity**

Qualifications

Minimum Qualifications:

• 12 years of experience, may have supervisory or management experience
• 5+ years of experience in government account management or sales, specifically working with government clients.
• Strong understanding of Florida government business practices, with specific knowledge of the State of Florida operations specific to agencies, cities, counties and universities.
• 5+ years of experience in the telecommunications industry, with demonstrated success managing complex service contracts.
• Excellent verbal and written communication skills, with the ability to interface confidently and effectively at all levels of the organization and with government officials.
• U.S. Citizen

Preferred Skills and Attributes:

• Strong organizational and analytical skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proven ability to build trust and credibility with senior government stakeholders.
• Experience with large-scale telecommunications or infrastructure projects.
• Ability to coordinate cross-functional internal teams (engineering, operations, security, billing)
• High-level understanding of MPLS, SD-WAN, VPNs, NOC/SOC operations, and enterprise firewalling
• Familiarity with E-rate, Universal Service Fund (USF), and SLA-driven performance models
• Ability to drive and interpret root cause analysis (RCA) and corrective action plans (CAP)
• Understanding of ITIL or equivalent incident and change management frameworks
• Lead quarterly/annual planning with the client and internal teams
• Have run or managed a large system integration program of $40M+ annually

Preferred Certification (at least one of the following):

• PMP, ITIL, or Six Sigma certification

Other Requirements:

• Must be available to respond to critical issues around the clock, including weekends and holidays.
• Travel may be required to attend in-person meetings or site visits.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $146,000 - $234,000. 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.