Senior Manager, Technology Program Management

Peraton is looking for a Service Desk/ITSM Program Manager to oversee all aspects of service desk operations supporting a government customer across multiple locations in the Washington DC Area with several locations having 24 x 7 x 365 operations. The Program manager will sit on-site with the customer and be available to discuss status and any issues on a daily basis. The role involves strategic planning, stakeholder management, and leading a team of managers and technical professionals to deliver enterprise-level IT services. This role involves managing a team of IT professionals, optimizing service delivery processes, and ensuring compliance with contractual requirements. The ideal candidate demonstrates a blend of technical expertise, leadership skills, exceptional communication skills, and proven expertise in managing large, complex programs.

RESPONSIBILITIES:

Oversee all aspects of a 60 plus person team providing enterprise-wide service desk operational support in a 24 x 7 x 365 environment.
• Oversee the integration of ITIL best practices, ensuring standardized processes across all service desk operations.
• Lead, mentor, and supervise Help Desk and Call Center managers and service delivery teams to ensure optimal performance and professional growth.
• Establish clear roles, responsibilities, and accountability within the program team.
• Foster a culture of collaboration, innovation, and customer-centric service delivery.
• Act as the primary liaison between the customer and internal teams, ensuring clear communication and stakeholder alignment.
• Build and maintain strong customer relationships to support program success and future opportunities.
• Conduct regular meetings with customer and stakeholders to provide updates, resolve issues, and discuss program improvements.
• Develop and implement program policies, procedures, and performance metrics to ensure service quality and efficiency.
• Monitor key performance indicators (KPIs) and ensure timely reporting to customer and stakeholders.
• Identify, manage, and mitigate risks to ensure successful program execution.
• Drive continuous improvement initiatives to enhance compliance and operational efficiency.
• Promote the adoption of innovative technologies to improve service desk capabilities and reduce operational costs.
• Stay abreast of emerging trends in ITSM and ITIL

• Bachelor's degree in Information Technology, Business Administration, or related field
• 12 years of experience managing large-scale IT programs, including 5+ years in federal contracting experience on enterprise service desks.
• Demonstrated success in managing large contracts and meeting/exceeding SLA commitments.
• ITIL V3 or V4 certification.

• Strong ability to communicate and work well with others
• Excellent technical writing and presentation skills

PREFERRED QUALIFICATIONS:

• Project Management Professional (PMP)
• Experience with MS Project scheduling software
• IAT Level II certification

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.