Service Delivery Manager

STD 0024

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. 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.

The Service Delivery Manager's duties and responsibilities are grouped into the following key result areas (including, but not limited to the following): 1. Service Definition and 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. 2. Adoption and 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 a primary point of contact for agency representatives, providing guidance and support throughout the adoption process. 3. Performance Tracking and 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). 4. Stakeholder Engagement and 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 the overall service delivery. ● Support internal and external audit efforts by creating, utilizing, and/or delivering necessary Governance, Risk, and Compliance (GRC) artifacts.

Education: A bachelor’s degree from an accredited college or university in Information Technology, Cybersecurity, Business Administration, or a related field is preferred Note: Candidates may substitute additional experience as outlined above on a year-for-year basis for the required education

Our preferred candidate will also have one or more of the following: • ITIL certification(s)

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.

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.

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

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.