External Title Account Delivery Manager

Responsibilities

Peraton is seeking an experienced Account Delivery Manager to lead a team providing application maintenance and support services for our customer’s Computer Aided Dispatch (CAD) systems. The ideal candidate will be local to the New York City area, possess strong client management skills, and have a proven track record in managing teams delivering mission-critical IT services. Experience with CAD systems is highly preferred.

This position is a full-time, onsite based in Brooklyn, NY.

Responsibilities:

• Lead the delivery of mission-critical application maintenance and support services for Computer Aided Dispatch (CAD) systems, ensuring high availability, performance, reliability, and operational continuity.
• Serve as the senior day-to-day point of contact for the customer, establishing credibility and building effective relationships across technical, operational, and executive stakeholders.
• Lead the transition and stabilization of services, including assuming responsibility for an existing program, understanding the current operating environment, establishing priorities, and creating a clear path to successful delivery.
• Establish effective working relationships and communication channels with customers, particularly in complex or challenging stakeholder environments where priorities, expectations, or approaches may not initially be aligned.
• Proactively identify issues, risks, dependencies, and areas of customer concern and develop practical approaches to resolve them and maintain forward momentum.
• Manage, mentor, and lead a team of technical professionals responsible for system maintenance, incident resolution, enhancements, and continuous improvement.
• Partner with customer leadership to understand operational needs, clarify expectations, align priorities, and drive continuous improvement.
• Develop and execute service delivery strategies, including proactive maintenance plans, risk mitigation, operational improvements, and transition activities.
• Ensure compliance with service-level agreements (SLAs), key performance indicators (KPIs), contractual commitments, and customer expectations.
• Coordinate with cross-functional teams to resolve complex technical and operational issues and implement system upgrades, patches, and enhancements.
• Establish and maintain clear governance, communication, and escalation processes across Peraton and customer teams.
• Provide regular and transparent reporting on program status, risks, issues, service performance, team activities, and customer concerns to internal and external stakeholders.
• Drive accountability and follow-through across multiple teams and stakeholders, including situations where information, decisions, or customer dependencies may be difficult to obtain.
• Represent Peraton professionally and effectively in high-pressure situations, including customer escalations and time-sensitive operational issues.
• Stay current on industry best practices, emerging technologies, and trends related to CAD systems, public safety, and mission-critical application services.

Basic Qualifications:

• 12 years of experience; may include supervisory or management experience.
• Minimum of 10 years of experience in IT service delivery, program management, project management, or account management, preferably supporting mission-critical systems.
• Demonstrated experience leading the transition, takeover, stabilization, or transformation of an existing IT program or service.
• Prior experience with Computer Aided Dispatch (CAD) systems, preferably in public safety or emergency services.
• Demonstrated ability to take ownership of a complex program, quickly assess the environment, establish priorities, and create a practical path to successful execution.
• Proven ability to…