Service Delivery Manager

Service Delivery Manager

The Integrated Solutions Business Unit is hiring a Service Delivery Manager to own service delivery for our advanced, global managed network service program, Tactical Mission Fabric.

TMF is a multi-tenant network-as-a-service platform that delivers secure, globally interconnected managed networking to DoW mission owners.

This is a service delivery and customer accountability role, not an engineering role and not a pure program management seat. You will own tenant onboarding, service catalog execution, SLA performance, and cross-program coordination for every TMF tenant, working daily with systems engineering, network operations, security, and program management to keep a live, accredited platform delivering against contract commitments.

We're looking for a service delivery manager who can run an operational service: someone who has owned onboarding, SLAs, and customer outcomes for a managed service or platform product, and who is technically fluent enough to engage engineers on network, cloud, and compliance trade-offs without needing to be hands-on.

Service Delivery and Tenant Ownership

• Tenant Onboarding: Own tenant onboarding from contract award through operational acceptance: service activation, boundary integration, accreditation evidence handoff, and entry into steady-state operations.
• Service Catalog Execution: Execute and evolve the TMF service catalog: define tenant-facing offerings, maintain service descriptions and pricing inputs, and ensure what we sell matches what engineering can deliver and operations can sustain.
• SLA Management: Own SLA performance across the tenant portfolio: 99.999% backbone availability, 99.9% TMF boundary availability, latency targets, and incident response commitments. Track, report, and drive corrective action when performance drifts.
• Customer Interface: Serve as the primary delivery interface for tenant mission owners, program offices, and operational users, translating mission requirements into service requests and ensuring commitments are met.
• Tenant Lifecycle: Run the tenant lifecycle: renewals, tier transitions, block-fill coordination, and churn risk identification across the subscription model.

Cross-Program Coordination

• Portfolio Coordination: Coordinate delivery across concurrent TMF tenants and captures, ensuring shared platform capacity, anchor site resources, and engineering bandwidth are allocated against priority and contract commitments.
• Cross-Functional Bridge: Act as the connective tissue between systems engineering, network operations (GCC/NOC, CSOC), security and compliance, program management, and finance so the right information reaches the right people at the right time.
• Engineering Partnership: Partner with the Lead Systems Engineer and platform engineering leads to sequence tenant onboarding against architecture and accreditation milestones without overcommitting delivery capacity.
• Delivery Risk Management: Maintain delivery risk visibility: surface onboarding, SLA, and capacity risks early, with mitigation options, to program and business unit leadership.

Service and Business Operations

• Pricing Support: Support pricing and tier evolution by providing delivery-cost and utilization inputs to the tier pricing model and block architecture planning.
• Reporting and Reviews: Produce tenant-facing and internal reporting: SLA scorecards, onboarding status, service health, and quarterly service reviews for mission owners and Viasat leadership.
• Continuous Improvement: Feed operational lessons learned back into the service catalog, onboarding playbooks, and engineering backlog so the platform improves with every tenant.

Required (Day-One Critical)

• Service delivery management experience for a managed service, platform, or network product with paying customers and contractual SLAs
• Direct experience owning customer onboarding from contract award through operational acceptance
• Working fluency in managed network and cloud services (SD-WAN, cloud infrastructure, FedRAMP/CMMC compliance concepts), sufficient to engage engineers and customers on trade-offs
• Demonstrated ability to coordinate across engineering, operations, security, and program management without direct authority
• Customer-facing experience with DoW or federal mission owners, program offices, or operational users
• 5+ years in service delivery management, service operations, or technical program delivery in defense, federal, SATCOM, or telecom environments
• Bachelor's degree in a technical, business, or related field
• US Citizenship required
• Active DoD Secret clearance
• Ability to travel up to 15%

Strongly Preferred (90-Day Ramp)

• Experience delivering a FedRAMP-authorized or IL4/IL5 managed service to DoD customers
• Familiarity with multi-tenant network or IaaS/NaaS commercial models (subscription tiers, committed information rates, block or capacity pricing)
• Working knowledge of SD-WAN operations: overlay management, tenant provisioning, boundary security integration
• Experience coordinating with network operations centers, security operations centers, or government care centers
• SLA definition, measurement, and reporting experience, including customer-facing service reviews
• AWS GovCloud or classified cloud service delivery exposure
• Direct experience with US Government and DoD customers (USAF, USMC, Army, CENTCOM, or Special Operations)

Preferred (Accelerators)

• Service management or delivery certifications (ITIL, PMP, SAFe, or equivalent)
• ITIL or service management framework experience in an operational environment
• Familiarity with Type 1 encryption, CSfC, or HAIPE-adjacent service delivery
• Experience supporting capture or proposal efforts with service delivery content (SLAs, service descriptions, onboarding plans)
• TS/SCI clearance currently held
• SATCOM or tactical network service delivery experience

Salary range $94,500.00 - $149,000.00 / annually. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $117,000.00- $176,000.00/ annually At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.