IT Vendor & Service Delivery Manager (IT Staff Specialist)

Maryland Department of Transportation; Hanover (MD); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Maryland Department of Transportation is seeking an IT Vendor & Service Delivery Manager to oversee vendor performance, SLAs, and contract compliance for critical IT services in a complex airport environment. The role requires coordinating with multiple stakeholders and enforcing contract requirements.

Ideal candidates bring experience in 24/7 operations, contract lifecycles, and project scheduling, with strong communication and budgeting skills.

Qualifications

• One year of experience designing, developing, testing, implementing and maintaining applications systems using common programming languages.
• Selective Qualification: IT vendor contract management and service delivery in 24/7 critical infra environments.

Responsibilities

• Proactively manage and evaluate IT vendor performance against contractual SLAs and benchmarks.
• Lead regular business reviews, resolve service delivery escalations, and enforce contractual accountability.
• Translate business requirements into a clearly defined scope with precise technical specifications for procurements.
• Ensure all IT service delivery activities comply with laws, policies, and contract requirements.
• Proactively identify vendor non-compliance and initiate corrective actions.
• Manage technology improvement projects within budget allocations and schedules.
• Drive strategic alignment across airport stakeholders, vendor partners, and internal contract administration.

Skills

IT vendor management

Contract management

SLA / KPI development

Budget oversight

Root-cause analysis

Stakeholder communication

Education

Bachelor's degree in IT/CS

Job description

Position specific recruitment and is open to anyone who meets the minimum and selective qualifications* listed below.

MDOT has various careers for people of all experiences, backgrounds, and abilities who come together to contribute to one mission—connecting our customers to life’s opportunities. Join us in serving our Maryland residents, visitors, and businesses!

The Maryland Department of Transportation, The Secretary’s Office (MDOT TSO), is seeking an IT Vendor & Service Delivery Manager (IT Staff Specialist). This position serves as a crucial link between airport business objectives and IT service provision focusing on contract performance, vendor oversight, and contract enforcement combining organizational requirements with technology solutions.

Responsibilities Include But Are Not Limited To The Following

• Proactively manage and evaluate IT vendor performance against contractual Service Level Agreements and operational benchmarks.
• Lead regular business reviews, resolve service delivery escalations, and enforce contractual accountability.
• Translate business requirements into a clearly defined scope with precise technical specifications, ensuring that procurements for technology goods and services accurately reflect organizational needs and support effective, informed decision-making.
• Ensure all IT service delivery activities comply with applicable laws, policies, and contract and contract requirements.
• Proactively identify vendor non-compliance and initiate timely corrective actions.
• Manage technology improvement projects supporting MAA’s capital improvement program by defining and controlling project scope, monitoring schedules and milestones, and managing expenditures within approved budget allocations.
• Drive strategic alignment, cross-departmental communication, and operational continuity across airport stakeholders, vendor partners, and internal contract administration.

The current vacancy exists at MDOT MAA, in the Office of Transportation Technology Services (OTTS), at the Kauffman Building, which is located in Linthicum Heights, MD. (Anne Arundel County).

This position may allow a hybrid work schedule, including telework and required on-site work hours.

MDOT offers a generous and competitive benefits package. You can learn about our amazing benefits here: MDOT Benefits.

Qualifications

MINIMUM QUALIFICATIONS:

Education: Bachelor’s degree from an accredited college or university in Computer Information Technology, Management Information Systems, Computer Science, or other information technology related field to include course work in systems analysis and applications programming using generally accepted computer programming languages or in operating systems and data communications technology.

Experience: One (1) year of experience designing, developing, testing implementing and maintaining applications systems and programs using generally accepted computer programming languages or maintaining and modifying operating systems for computers.

• Selective Qualification: At least one (1) year of experience in IT vendor contract management and service delivery within a 24/7 critical operational infrastructure environment (e.g. commercial airports, mass transit authorities, large scale multi-facility hubs, hospital systems, etc.)
• This statement contains a selective qualification which is more focused in scope than the minimum qualifications for this classification. Selective Qualifications are utilized when the position requires specific or additional bona fide occupational qualifications (i.e., knowledge, skill or ability). No substitutions are allowed for a Selective Qualification.

The Ideal Candidate Will Possess

• IT Project Management certifications
• Understanding of contract lifecycles including hands on experience in RFP/RFI development, SOW development, contract renewals, and terminations
• Oversight experience of budget management to include invoice validation, contract burn rate, and variance reporting
• History of designing, implementing, and enforcing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Aptitude for conducting root-cause analysis alongside non-technical stakeholders to develop clear specifications, acceptance criteria, and contractual performance standards that drive operational efficiency.
• Excellent internal/external customer service abilities and interpersonal skills
• Demonstrated ability in prioritizing and driving concurrent technology initiatives in a 24/7 environment
• Ability to work under pressure and resolve IT situations in a timely manner
• Exceptional written, verbal, and diplomatic communication skills tailored to a complex, multi-tenant operating environment.

Notes

• Thirty credit hours from an accredited college or university in Computer Information Technology, Management Information Systems, Computer Science, or other information technology related field to include course work in systems analysis and applications programming using other generally accepted computer programming languages or in operating systems and data communications technology may be substituted for the required education.
• One additional year of experience designing, developing, testing, implementing and maintaining applications systems and programs using other generally accepted computer programming languages or maintaining and modifying operating systems for computers may be substituted for the required education.
• Experience operating computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on computer systems; or evaluating, implementing and maintaining microcomputer hardware and software; or converting data from project specifications by developing program code using generally accepted computer programming languages may be substituted for high school on a year-for-year basis.
• U.S. Armed Forces military service experience as defined under the Experience Requirement of the Minimum Qualifications may be substituted for the required education and experience on a year-for-year basis.

Licenses & Certifications
None.

Additional Information
Eligible applicants may be subject to a background investigation under federal or state laws and regulations. A conviction is not an automatic disqualification to employment. Erroneous, misleading or fraudulent information on an application is sufficient grounds for rejection from the hiring process, removal from the list of eligibles, withdrawal of an offer for employment or immediate discharge.

Special Requirements

Eligible applicants may be subject to a background investigation under federal or state laws and regulations. A conviction is not an automatic disqualification to employment. Erroneous, misleading or fraudulent information on an application is sufficient grounds for rejection from the hiring process, removal from the list of eligibles, withdrawal of an offer for employment or immediate discharge.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. MDOT does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

• Benefits are offered to all full-time, part-time permanent and contractual (partially subsidized) employees. Temporary employees do not receive benefits.