Service Delivery Manager

Viasat; Carlsbad (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

Viasat is seeking a Service Delivery Manager for its Integrated Solutions Business Unit to own service delivery for the Tactical Mission Fabric program. This role focuses on tenant onboarding, service catalog execution, SLA performance, and cross-program coordination with engineering, network operations, security, and program management to ensure a live, compliant platform meets contract commitments.

You will act as the primary delivery interface for tenant mission owners and program offices,

Qualifications

• No formal education requirements stated in the posting.

Responsibilities

• Own tenant onboarding from contract award through operational acceptance and entry into steady-state operations.
• Execute and evolve the TMF service catalog: define tenant-facing offerings, maintain service descriptions and pricing inputs, ensure alignment with engineering and operations capabilities.
• Own SLA performance across the tenant portfolio: 99.999% backbone availability, 99.9% TMF boundary availability, latency targets and incident response commitments; drive corrective actions when needed.
• Serve as the primary delivery interface for tenant mission owners and program offices, translating mission requirements into service requests and ensuring commitments are met.
• Run the tenant lifecycle: renewals, tier transitions, block-fill coordination, and churn risk identification across the subscription model.

Skills

Tenant Onboarding

SLA Management

Program Management

Customer Interface

Tools

GCC/NOC

CSOC

Job description

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

The Integrated Solutions Business Unit is hiring a Service Delivery Manager to own service delivery for our advanced, global managed network service program, Tactical Mission Fabric.

TMF is a multi-tenant network-as-a-service platform that delivers secure, globally interconnected managed networking to DoW mission owners.

This is a service delivery and customer accountability role, not an engineering role and not a pure program management seat. You will own tenant onboarding, service catalog execution, SLA performance, and cross-program coordination for every TMF tenant, working daily with systems engineering, network operations, security, and program management to keep a live, accredited platform delivering against contract commitments.

We're looking for a service delivery manager who can run an operational service: someone who has owned onboarding, SLAs, and customer outcomes for a managed service or platform product, and who is technically fluent enough to engage engineers on network, cloud, and compliance trade-offs without needing to be hands-on.

The day-to-day

Service Delivery and Tenant Ownership

• Tenant Onboarding: Own tenant onboarding from contract award through operational acceptance: service activation, boundary integration, accreditation evidence handoff, and entry into steady-state operations.
• Service Catalog Execution: Execute and evolve the TMF service catalog: define tenant-facing offerings, maintain service descriptions and pricing inputs, and ensure what we sell matches what engineering can deliver and operations can sustain.
• SLA Management: Own SLA performance across the tenant portfolio: 99.999% backbone availability, 99.9% TMF boundary availability, latency targets, and incident response commitments. Track, report, and drive corrective action when performance drifts.
• Customer Interface: Serve as the primary delivery interface for tenant mission owners, program offices, and operational users, translating mission requirements into service requests and ensuring commitments are met.
• Tenant Lifecycle: Run the tenant lifecycle: renewals, tier transitions, block-fill coordination, and churn risk identification across the subscription model.

Cross-Program Coordination

• Portfolio Coordination: Coordinate delivery across concurrent TMF tenants and captures, ensuring shared platform capacity, anchor site resources, and engineering bandwidth are allocated against priority and contract commitments.
• Cross-Functional Bridge: Act as the connective tissue between systems engineering, network operations (GCC/NOC, CSOC), security and compliance, program management, and finance so the right information reaches the right people at the right time.
• Engineering Partnership: Partner with the Lead Systems Engineer and platform engineering leads to sequence tenant onboarding against architecture and accreditation milestones without overcommitting delivery capacity.
• Delivery Risk Management: Maintain delivery risk visibility: surface onboarding, SLA, and capacity risks early, with mitigation options, to program and business unit leadership.

Service and Business