Senior Account Delivery Manager

Program Overview

About The Role

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.

Day to Day Roles and Responsibilities:

• Oversee the delivery of application maintenance and support services for CAD systems, ensuring high availability, performance, and reliability.
• Act as the primary point of contact for stakeholders, fostering strong client relationships and ensuring client satisfaction.
• Manage, mentor, and lead a team of technical professionals responsible for system maintenance, incident resolution, and enhancements.
• Collaborate with the customer leadership to understand operational needs, align service delivery with expectations, and drive continuous improvement.
• Develop and implement service delivery strategies, including proactive maintenance plans and risk mitigation approaches.
• Ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs).
• Coordinate with cross-functional teams to resolve complex technical issues and implement system upgrades or patches.
• Provide regular reports on system performance, team activities, and client feedback to internal and external stakeholders.
• Stay updated on industry best practices and emerging technologies related to CAD systems and public safety solutions.

Qualifications

Basic Qualifications:

• High School diploma and 12 years of experience, may have supervisory or management experience.
• Must be a U.S. Citizen or Green Card holder.
• Must be local to the New York City area and available for on-site work as required.

• Minimum of 10 years of experience in IT service delivery, account management, or project management, with a focus on mission-critical systems

• Prior experience with Computer Aided Dispatch (CAD) systems, preferably in public safety or emergency services

• Proven ability to build and maintain strong client relationships with excellent communication and interpersonal skills

• Experience managing and motivating technical teams to deliver high-quality services

• Familiarity with application maintenance, support processes, and IT service management (ITSM) frameworks such as ITIL

• Strong problem-solving and decision-making skills

• Excellent organizational and time-management abilities

• Ability to work under pressure and manage multiple priorities in a fast-paced environment

Preferred Qualifications:

• Knowledge of public safety operations and regulatory requirements is a plus
• Relevant certifications such as PMP or ITIL are a plus

• Experience working with government agencies or public safety organizations, particularly in New York City

• Familiarity with dispatch system operations or similar emergency response environments

• Background in managing 24/7 support operations for critical systems

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $146,000 - $234,000. 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.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.