IT Service Delivery Manager

Responsibilities

Join Peraton in advancing the safety, efficiency, and modernization of the National Airspace System (NAS) through the FAA's Brand New Air Traffic Control System (BNATCS) contract. As a trusted partner to the Federal Aviation Administration, Peraton helps deliver the systems and services that keep our nation's skies safe and connected.

We're looking for innovative professionals who thrive in mission-critical environments and are passionate about shaping the future of air traffic management. This is your chance to make an impact on one of the world's most vital transportation infrastructures, working alongside leaders in aviation, engineering, data science, and systems integration.

At Peraton, you won't just support the mission — you'll define it.

Help shape the future of U.S. airspace safety and efficiency. We are seeking a IT Service Delivery Manager to join our team of qualified, diverse individuals. The ideal candidate will oversee enterprise-level IT service delivery in support of the Federal Aviation Administration (FAA). In this senior leadership role, you will be responsible for ensuring consistent, reliable, and high-quality delivery of IT services across FAA operations. This position offers an excellent opportunity to gain in-depth experience in federal contracting while supporting high-visibility aviation programs.

In this position, you will:

• 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.

Why This Role Matters

The FAA is the cornerstone of aviation safety and innovation. As an IT Service Delivery Manager you will provide the leadership and subject matter expertise needed to ensure IT services are delivered with excellence, aligned with FAA's mission, and fully compliant with federal requirements. Your role directly impacts the FAA's ability to keep air travel safe, efficient, and resilient by ensuring its IT systems and services operate without disruption.

Qualifications

Basic Qualifications:

• U.S. Citizenship Required.
• Must have the ability to obtain / maintain a Public Trust clearance.
• Bachelor's degree and 12 years of experience or Masters degree and 10 years or or Associate's degree and 14 years experience or HS diploma/equivalent and 16 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.

Preferred Qualifications:

• Direct FAA or NAS configuration management experience.

• Degree in IT Management, Systems Engineering, or related discipline.

• Professional certifications such as ITIL Expert, PMP, CISSP, or Certified Service Delivery Manager (CSDM).

• Experience supporting FAA NextGen modernization programs or NAS-related initiatives.

• Background in aviation, aerospace, or other mission-critical federal IT service delivery.

• Experience developing federal IT service delivery policies, governance standards, or best practices.

• Experience supporting federal IT environments, preferably FAA, DOT, DHS, or DoD.
• Familiarity with Agile, SAFe, or DevSecOps frameworks for integrating service delivery.

#BNATC

Peraton Overview

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 to learn how we're keeping people around the world safe and secure.

Target Salary Range$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.
EEOEEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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