Service Delivery Manager

State of Maryland • Anne Arundel, MD

5d • Onsite

About The Position

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. The 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. The 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. This is a contractual position with limited benefits.

Requirements

• A bachelor’s degree from an accredited college or university in Information Technology, Cybersecurity, Business Administration, or a related field is preferred
• Six (6) years’ experience in IT service management, project coordination, or operational leadership
• Two (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

Nice To Haves

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

Responsibilities

• 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.
• 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 a primary point of contact for agency representatives, providing guidance and support throughout the adoption process.
• 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).
• 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 the overall service delivery.
• Support internal and external audit efforts by creating, utilizing, and/or delivering necessary Governance, Risk, and Compliance (GRC) artifacts.

Benefits

• Subsidized health benefits coverage for themselves and their dependents (for contractual employees working 30+ hours/week)
• Paid leave accrues at a rate of one hour for every 30 hours worked

What This Job Offers

• Career Level: Mid Level