Note: The job is a remote job and is open to candidates in USA. Peraton is a national security and enterprise IT company serving government agencies and military customers. The Senior Operations Manager will oversee day-to-day contract business operations, including billing, ordering, service delivery processes, compliance, documentation, and customer advocacy. The role is remote with travel to Tallahassee, Florida, as needed.
Responsibilities
- Lead and manage business operations processes, including but not limited to service ordering, billing accuracy, invoicing cycles, and related procedures
- Act as the customer’s advocate within the Contractor organization, possessing the authority to direct internal resources and staff to achieve required business outcomes
- Serve as the senior point of contact for operational matters, ensuring responsiveness and accountability to the customer’s needs
- Participate in all workgroups or committees created by either Peraton or the client to provide input and represent business operational interests
- Ensure all operational procedures align with contractual obligations and government expectations
- Identify and resolve issues related to business operations, proactively recommending improvements
- Support transparency and compliance in business operations through documentation, reporting, and quality assurance
- End-to-end oversight of contract billing operations, including rate accuracy, service usage validation, invoice generation, and dispute resolution
- Responsible for tracking the full lifecycle of client orders (circuit installs, upgrades, disconnects, CPE, etc)
- Coordinates with internal provisioning, field services, and transport partners to ensure timely and correct delivery
- Ownership of process maps, SOPs, and workflows related to service delivery and support
- Develops and manages business controls, documentation standards, and approval workflows
- Supports SLA scrubbing, RCA tracking, and SLA credit documentation
Skills
- High School diploma and 10 years of experience, may have supervisory or lead experience
- Must be a U.S. Citizen with the ability to pass a Florida State Department background check
- 5+ years experience working with government clients, preferably in roles involving operational oversight or service delivery
- Strong verbal and written communication abilities, with the proven capability to effectively communicate at all levels within an organization, including executive leadership
- Ability to advocate on behalf of the client and direct internal resources to meet operational expectations
- Experience with telecom billing systems, e.g., custom ERP/OSS/BSS platforms, Florida CSAB a plus
- Ability to audit, reconcile, and report on large-scale invoices (e.g., by agency, circuit, or service category)
- Familiarity with change orders, MACDs (Moves/Add/Changes/Disconnects), and SLA impacts
- Skilled in using and integrating billing, ordering, ticketing, CRM, and asset management systems
- Strong understanding of Florida government business practices, with specific knowledge of the State of Florida operations, specific to agencies, cities, counties and universities
- Experience with telecommunications or enterprise IT contract operations
- Familiarity with MyFloridaNet or similar state-wide service initiatives
- Experience working in a hybrid client/contractor governance model
- ITIL Foundation – for service operations
- Lean Six Sigma – for process optimization
- CPM/CPPO – knowledge of public procurement (helpful)
Benefits
- Remote work allowed 100%.
- This position is remote with some travel to Tallahassee, FL as needed.
- Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
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