Service Delivery Director (TX DIR)

Peraton; Austin, Northern (TX, KY); Hybrid; USD 180,000 - 250,000; Full time

Job summary

Peraton seeks a Service Delivery Director to provide overall leadership and accountability for all contract requirements across the Texas Private Cloud environment, including the Austin and San Angelo Data Centers.

The role leads service towers, oversees SDMs, drives SLA performance, handles Severity 1/2 escalations, and aligns delivery with contractual requirements and customer expectations, with relocation to Austin area as needed.

Qualifications

• 16+ years of experience; may include management experience.
• 10+ years of IT managed services operations leadership at scale, including environments/contracts valued at $50M+ per year.
• Demonstrated experience managing multi-tower data center services (Compute, Storage, Network, Facilities, Mainframe).
• Prior state or federal government IT managed services delivery experience.
• Strong knowledge and application of ITIL service management.
• 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 with senior government stakeholders, internal executives, service delivery leaders, and multi-vendor partners.
• Must be a US Citizen.

Responsibilities

• Assume overall responsibility for delivery of all contract requirements across all service towers.
• Provide direct oversight of Service Delivery Managers (SDMs) for Private Cloud, Mainframe, Facilities, and Data Center Network.
• Drive SLA performance across service tiers (e.g., Premier Plus 99.95%, ThroughRemote Standard 99.00%).
• Manage escalation for Severity 1 and 2 incidents.
• Coordinate with Account Director on customer satisfaction and DIR relationship management.
• Provide ITIL-based service management oversight across all towers.
• Drive operational consistency, accountability, and performance across the organization.
• Ensure delivery activities align with contractual requirements, SLAs, and customer expectations.
• Lead coordination across Austin and San Angelo Data Centers.

Skills

Leadership

Stakeholder management

Multi-tower data center experience

Incident and SLA management

US Citizenship

Tools

ITIL

Job description

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 managingmulti-tower data center services, including:
• Compute
• Storage
• Network
• Facilities
• Mainframe
• Priorstate or federal government IT managed services delivery experience.
• Strong knowledge and demonstrated application of theITIL service management framework.
• Experience operating withinMSI/multi-vendor government IT environments.
• Demonstrated people leadership experience managinglarge, 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

Peraton is seeking an experiencedService Delivery Directorto provide overall leadership and accountability for the delivery of all contract requirements across the Texas Private Cloud environment.

Per the Draft RFODIR-CPO-STS-603, the Service Delivery Director shall be afull-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 theAustin Data Center (ADC)andSan Angelo Data Center (SDC).

Key Responsibilities:

• Assumeoverall 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 driveSLA performance across all service tiers, ranging from:
• Premier Plus – 99.95%
• ThroughRemote Standard – 99.00%
• Provideescalation management for all Severity 1 and Severity 2 incidents.
• Coordinate with theAccount Directoron customer satisfaction and DIR relationship management.
• ProvideITIL-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.