Peraton is seeking an experienced Senior Account Delivery Executive to lead delivery for a large, complex, mission-critical Computer Aided Dispatch (CAD) environment supporting public safety operations in New York City.
This role is aligned to Peraton s senior delivery and program leadership architecture, with accountability for service delivery excellence, customer satisfaction, operational governance, and continuous improvement. The successful candidate will function as the single-threaded leader responsible for operational outcomes, relationship management, and long-term account stability.
This position is best suited for a highly seasoned delivery leader with demonstrated success managing 24x7, high-availability systems, building mature governance models, and leading teams in environments where system performance directly impacts public safety and operational readiness.
This position is full-time and onsite in Brooklyn, NY.
Day to Day Roles and Responsibilities:
Account & Program Leadership
- Provide overall leadership and accountability for application maintenance and support services for a mission-critical CAD system operating in a 24x7 environment.
- Serve as the primary senior interface between Peraton and customer leadership, ensuring alignment on priorities, performance, and expectations.
- Act as a trusted advisor to customer executives on operational strategy, risk management, and service modernization.
- Represent Peraton with executive presence and credibility in all customer-facing engagements.
Service Delivery & Operational Excellence
- Ensure consistent delivery of high-availability, high-reliability services, meeting or exceeding contractual SLAs and KPIs.
- Own delivery performance across incident management, problem resolution, enhancements, and operational support.
- Lead complex operational situations, including major incidents and escalations, with composure and decisive leadership.
- Drive a culture of accountability, quality, and continuous improvement across the delivery organization.
Governance, Process & Transformation
- Conduct a comprehensive review of existing operational, delivery, and governance processes.
- Identify gaps, risks, and inefficiencies; design and implement scalable, repeatable, and auditable processes.
- Establish and lead formal governance structures, including operational reviews, performance dashboards, and executive steering forums.
- Define and mature change management and release processes, ensuring controlled, low-risk deployments in a mission-critical environment.
- Align and refine SDLC and application lifecycle processes to support stability, security, and operational resilience.
- Ensure adoption of ITSM best practices across incident, problem, change, and configuration management.
People Leadership & Workforce Management
- Lead, mentor, and develop a high-performing team of technical and operational professionals.
- Set clear performance expectations and ensure alignment with Peraton delivery standards.
- Manage staffing models, on-call coverage, and escalation paths to support 24x7 operations.
- Foster a culture of ownership, collaboration, and customer focus.
Risk Management, Reporting & Continuous Improvement
- Proactively identify operational and delivery risks; implement mitigation and contingency plans.
- Analyze service trends and incident data to reduce recurrence and improve system stability.
- Provide clear, data-driven reporting to Peraton leadership and customer stakeholders.
- Drive continuous improvement initiatives focused on reliability, efficiency, and customer satisfaction.
Cross-Functional & Enterprise Collaboration
- Coordinate with internal engineering, cybersecurity, infrastructure, and corporate teams to ensure secure and compliant operations.
- Manage and integrate third-party vendors and partners as required.
- Stay current on industry best practices related to CAD systems, public safety platforms, and mission-critical IT services.
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