Service Delivery Manager

The Department of Information Technology (DoIT) provides support to state agencies, the Executive Office of the Governor, the Governor’s coordinating offices, and a variety of independent agencies within the Executive Branch.

Striving to provide the highest level of customer service to its internal and external customers, DoIT supports Maryland’s agencies and commissions through its leadership and strategic direction for Information Technology and Telecommunications, establishing a long range, target technology architecture, encouraging cross agency collaboration and advocating best practices for operations and project management.

100 Community Place, Crownsville, MD  21032

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 Cyber Resilience and ISO teams to ensure alignment with overall cybersecurity strategy and objectives.

 ***This is a contractual position, with limited benefits*** 

Job Duties

● Service Definition and Documentation: Develop comprehensive documentation for each centralized cybersecurity service, including:

○ Service Description and Functionality

○ Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

○ Failover and Disaster Recovery Procedures

○ Staffing Model and Support Structure

○ Service Roadmap and Future Enhancements

○ Standard Operating Procedures

○ Service Tiered Offering Development

○ Governance Risk and Compliance (GRC) Artifacts

○ Technical Specifications and Integration Requirements

● Adoption Criteria Development: Define clear and measurable adoption criteria for each centralized service, outlining the requirements and benefits for agencies.

● Marketing and Communication: Create compelling marketing materials (e.g., presentations, brochures, FAQs) to promote the adoption of centralized cybersecurity services to agency stakeholders. Conduct presentations, webinars, and other outreach activities to educate agencies on the value and benefits of these services.

● Audit Support: Support artifact creation and utilization for internal and external audits pertaining to the centralized cybersecurity services.

● Adoption Tracking and Reporting: Monitor and track the adoption rates of centralized cybersecurity services across agencies. Develop regular reports on adoption progress, including key metrics and trends.

● Cost Savings Analysis: Work with agencies to quantify the cost savings achievable through the adoption of centralized cybersecurity services. Develop business cases and ROI analyses to demonstrate the value proposition.

● Adoption Timeline Development: Collaborate with the Cyber Resilience and ISO teams to develop realistic and achievable adoption timelines for each centralized service, considering agency needs, resource availability, and overall cybersecurity priorities. 

● Agency Collaboration: Work closely with agency representatives to understand their specific needs and challenges related to cybersecurity services. Provide guidance and support throughout the adoption process.

● Feedback Collection and Service Improvement: Gather feedback from agencies on their experience with centralized cybersecurity services. Use this feedback to identify areas for improvement and enhance service delivery.

● Cross-Functional Collaboration: Collaborate with other teams within the cybersecurity organization (e.g., security operations, incident response) to ensure seamless service delivery and integration.

Education: Bachelor’s degree in information technology, Business Administration, or a related field.

Experience: Three (3) years' experience coordinating, deploying and operating enterprise services with a preference towards cyber services. 

Preference will be given to those who also have the following:

ITIL certification.

Experience in marketing or sales.

Experience working with government agencies or in a regulated environment.

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 ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

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.

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.

Leave

Paid leave will accrue at a rate of one hour for every 30 hours worked. 

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.

For 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.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.