Service Delivery Manager DoIT Technology Platform Director

GRADE STD 0024

LOCATION:

100 Community Place, Crownsville, MD 21038

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. The Service Delivery Manager plays a crucial role in driving the adoption and effective utilization of centralized cybersecurity services across the organization, defining adoption criteria, documenting service details, developing marketing materials, tracking adoption rates, and demonstrating the value proposition of these services to agency stakeholders.

• Service Definition & Documentation
  • Develop and maintain comprehensive documentation for each cybersecurity service and develop tiered service offerings.
  • Establish and document Service Level Agreements (SLAs), corresponding Key Performance Indicators (KPIs), and technical specifications for all centralized services.
  • Define support models, including failover and incident response procedures for each service.
  • Outline and document future roadmaps and enhancement plans for the service portfolio.
• Adoption & Marketing
  • Drive the adoption of centralized cybersecurity services across state agencies.
  • Create compelling marketing materials (e.g., brochures, case studies) that articulate the value and benefits of each service.
  • Conduct presentations, workshops, and webinars to educate agency stakeholders and promote service utilization.
  • Serve as the primary point of contact for agency representatives, providing guidance and support throughout the adoption process.
• Performance Tracking & Value Reporting
  • Monitor and track the adoption rates of services and provide regular reports on key metrics and trends.
  • Work with agencies and internal finance teams to quantify cost savings realized through the utilization of centralized platforms.
  • Develop business cases and value propositions to clearly demonstrate the service's return on investment (ROI).
• Stakeholder Engagement & Improvement
  • Gather feedback from agency representatives for continuous improvement of services and delivery processes.
  • Ensure seamless service delivery by collaborating effectively with other internal teams across DoIT, including Operations, Cyber Resilience, and the ISO teams.
  • Use feedback from agencies to identify and implement enhancements that improve overall service delivery.
  • Support internal and external audit efforts by creating, utilizing, and/or delivering necessary Governance, Risk, and Compliance (GRC) artifacts.

• Education:
  
  Bachelor’s degree in Information Technology, Cybersecurity, Business Administration, or a related field (preferred). Additional experience may substitute on a year‑for‑year basis.
• Experience:
  
  Six (6) years in IT service management, project coordination, or operational leadership.
• Experience:
  
  Two (2) years managing the intake, delivery, and/or adoption of enterprise‑level technology platforms, acting as the operational engine for stakeholder engagement and service rollout.

• ITIL certification(s)
• Experience in business development, marketing, or sales
• Experience working with government agencies or in a regulated environment

• This is a contractual position with limited benefits.
• Contractual employees working 30+ hours per week (or 130 hours per month on average) are eligible for subsidized health benefits coverage for themselves and dependents.
• Paid leave accrues at one hour per 30 hours worked.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retention and promotion of employees who reflect the State’s diversity.

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