Service Delivery Manager (DoIT Technology Platform Director I)

GRADE

STD 0024\r\n

LOCATION OF POSITION

100 Community Place, Crownsville, MD� 21038\r\n

Main Purpose of Job

The Maryland Department of Information Technology (DoIT), through its Office of Security Management (OSM), utilizes a portfolio of advanced cybersecurity platforms to protect State information assets and critical infrastructure. Thoughtful customer service, strategy development, and growth in Maryland agency/commission adoption are vital to the success of the State’s delivery of high-quality, centralized cybersecurity platforms.\r\nThe Service Delivery Manager plays a crucial role in driving the adoption and effective utilization of centralized cybersecurity services across the organization. This position is responsible for defining adoption criteria, documenting service details, developing marketing materials, tracking adoption rates, and demonstrating the value proposition (including cost savings) of these centralized services to agency stakeholders. The Service Delivery Manager collaborates closely with the Operations, Cyber Resilience, and ISO teams to ensure alignment with overall cybersecurity strategy and objectives.\r\nThe Cybersecurity Service Delivery Manager is a key role responsible for the entire lifecycle of our centralized cybersecurity platforms. This includes defining and documenting services with clear specifications, service level agreements (SLAs), and technical requirements. You will be a central point of contact for agencies, leading the marketing and adoption of our services, tracking progress, and analyzing cost savings to demonstrate value. This position requires excellent collaboration and communication skills to work with both internal teams and external agency partners, ensuring services are successfully implemented and continuously improved based on user feedback.\r\n\r\n\r\n***This is a contractual position with limited benefits***\r\n\r\n

POSITION DUTIES

The Service Delivery Manager's duties and responsibilities are grouped into the following key result areas (including, but not limited to the following):\r\n\r\n\r\n\r\n1. Service Definition and Documentation\r\n\r\n\r\n●\tDevelop and maintain comprehensive documentation for each cybersecurity service and develop tiered service offerings.\r\n●\tEstablish and document Service Level Agreements (SLAs), corresponding Key Performance Indicators (KPIs), and technical specifications for all centralized services.\r\n●\tDefine support models, including failover and incident response procedures for each service.\r\n●\tOutline and document future roadmaps and enhancement plans for the service portfolio.\r\n\r\n\r\n\r\n\r\n2. Adoption and Marketing\r\n\r\n\r\n●\tDrive the adoption of centralized cybersecurity services across state agencies.\r\n●\tCreate compelling marketing materials (e.g., brochures, case studies) that articulate the value and benefits of each service.\r\n●\tConduct presentations, workshops, and webinars to educate agency stakeholders and promote service utilization.\r\n●\tServe as a primary point of contact for agency representatives, providing guidance and support throughout the adoption process.\r\n\r\n\r\n\r\n3. Performance Tracking and Value Reporting\r\n\r\n●\tMonitor and track the adoption rates of services and provide regular reports on key metrics and trends.\r\n●\tWork with agencies and internal finance teams to quantify cost savings realized through the utilization of centralized platforms.\r\n●\tDevelop business cases and value propositions to clearly demonstrate the service's return on investment (ROI).\r\n\r\n\r\n\r\n\r\n4. Stakeholder Engagement and Improvement\r\n\r\n\r\n●\tGather feedback from agency representatives for continuous improvement of services and delivery processes.\r\n●\tEnsure seamless service delivery by collaborating effectively with other internal teams across DoIT, including Operations, Cyber Resilience, and the ISO teams.\r\n●\tUse feedback from agencies to identify and implement enhancements that improve the overall service delivery.\r\n●\tSupport internal and external audit efforts by creating, utilizing, and/or delivering necessary Governance, Risk, and Compliance (GRC) artifacts.\r\n

MINIMUM QUALIFICATIONS

Education: A bachelor’s degree from an accredited college or university in Information Technology, Cybersecurity, Business Administration, or a related field is preferred\r\n\r\n\r\nExperience: Six (6) years’ experience in IT service management, project coordination, or operational leadership\r\n\r\n\r\nTwo (2) years of this experience must involve managing the intake, delivery, and/or adoption of enterprise-level technology platforms, specifically acting as the operational engine for stakeholder engagement and service rollout\r\n\r\n\r\nNote: Candidates may substitute additional experience as outlined above on a year-for-year basis for the required education\r\n

DESIRED OR PREFERRED QUALIFICATIONS

Our preferred candidate will also have one or more of the following:\r\n\r\n\r\n• ITIL certification(s)\r\n• Experience in business development, marketing, or sales�\r\n• Experience working with government agencies or in a regulated environment\r\n\r\n

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date.�We will not consider information submitted after this date.�Successful candidates will be placed on the�eligible (employment) list for at least one year.\r\n

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.�It is important that you provide complete and accurate information on your application.�Please report all experience and education that is related to this position.\r\n

BENEFITS

Contractual employees who work for an agency and have a current employment contract of 30 or more hours a week (or on average 130 hours per month) will be eligible for subsidized health benefits coverage for themselves and their dependents.� �View rates on the Department of Budget & Management website, State Employees, Health Benefits, Contractual/Variable rates.\r\n\r\n\r\n\r\nLeave\r\nPaid leave will accrue at a rate of one hour for every 30 hours worked\r\n\r\n

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online,�the paper application and supplemental questionnaire may be submitted to:�Department of Budget and Management, Recruitment and�Examination Division, 301 W. Preston St., Baltimore, MD 21201.�Paper application materials must be received in our office�by the�closing date for the recruitment. No postmarks will be accepted.\r\nFor questions regarding this recruitment, please contact the�DBM Recruitment and�Examination Division at Application.Help@maryland.gov�or 410-767-4850,�MD TTY Relay Service 1-800-735-2258.\r\nWe thank our Veterans for their service to our country.\r\nPeople with disabilities and bilingual candidates are encouraged to apply.\r\nAs an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.\r\n