Coordinate and lead process improvement initiatives across Incident, Problem, Change, Request, Knowledge, and other key ITIL processes.
Develop and maintain process documentation, workflows, standard operating procedures, and governance artifacts.
Monitor process performance through KPIs, dashboards, and data analysis; identify areas for optimization or risk mitigation.
Ensure processes are consistently followed across GCC teams and stakeholders; perform process audits as necessary.
Facilitate process-related working groups, governance boards, and training sessions.
Collaborate with Service Owners, engineering teams, operations centers, and leadership to support process adherence and service excellence.
Identify and recommend improvements to enhance process efficiency, reduce operational waste, and increase service reliability.
Support integration of GCC processes with Army enterprise service frameworks and DoD policies.
Enable continuous improvement by leveraging lessons learned, trend analysis, and best practices.
Qualifications
Required Qualifications
Active DoD Secret clearance
Mininum 10 years experience
Experience in IT Service Management or enterprise IT operations within a DoD or government environment.
Strong understanding of ITIL v4 principles, process design, and service management frameworks.
Demonstrated ability to coordinate cross-functional teams and drive process alignment.
Excellent communication, documentation, and organizational skills.
Ability to analyze process data and present actionable insights.
Preferred Qualifications
ITIL v4 Foundation or higher certification.
Experience with GCC service delivery processes or Army enterprise networks.
Familiarity with service management platforms (e.g., ServiceNow, Remedy).
Background in process engineering, quality management, or governance.
Core Competencies
Process design and optimization
Analytical thinking and data interpretation
Stakeholder engagement and facilitation
Documentation excellence
Continuous improvement mindset
Compliance and governance awareness
Target Salary Range $80,000 - $128,000. 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.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
- EEO
- EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
