Senior Operations Manager

Basic Qualifications: 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. Preferred Qualifications: 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. Certifications (preferred but not required): ITIL Foundation - for service operations Lean Six Sigma - for process optimization CPM/CPPO - knowledge of public procurement (helpful) Peraton is seeking a Senior Operations Manager (BOM) who will serve as a dedicated, though not necessarily exclusive, senior-level Contractor staff member responsible for managing the day-to-day business operations of the contract. This key role includes oversight of billing, ordering, and all related business processes. The BOM will act as an advocate for the customer, ensuring that all operational concerns and priorities are effectively communicated to and addressed by the Contractor’s internal management and staff. This position is remote with some travel to Tallahassee, FL as needed. Key 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 **Position is part of a proposal opportunity** #J-18808-Ljbffr Peraton