IT Vendor & Service Delivery Manager (IT Staff Specialist)

Maryland Department of Transportation; Maryland; Hybrid; USD 90,000 - 125,000; Full time

Job summary

Maryland Department of Transportation seeks an IT Vendor & Service Delivery Manager to oversee vendor performance, enforce contracts, and translate business needs into precise technical specifications for IT services and procurements. The role supports MAA and OTTS with a focus on 24/7 infrastructure and project delivery.

The position requires a bachelor’s degree in IT and at least one year in IT vendor contract management; a hybrid work arrangement with on-site duties in Linthicum Heights, MD

Qualifications

• Bachelor’s degree in Computer Information Technology, Management Information Systems, Computer Science, or related IT field with coursework in systems analysis and programming.
• One (1) year of experience designing, developing, testing, implementing and maintaining applications or maintaining operating systems.
• Selective Qualification: at least one (1) year of IT vendor contract management and service delivery in a 24/7 critical infrastructure environment.

Responsibilities

• Proactively manage IT vendor performance against contractual SLAs and benchmarks.
• Lead regular business reviews, resolve service delivery escalations, and enforce contractual accountability.
• Translate business requirements into defined scope with precise technical specifications for procurements reflecting organizational needs.
• Ensure IT service delivery complies with applicable laws, policies, and contract requirements.
• Proactively identify vendor non-compliance and initiate timely corrective actions.
• Manage technology improvement projects supporting the MAA’s capital program within approved budgets.
• Drive strategic alignment and cross-departmental communication across airport stakeholders and vendors.

Skills

IT Project Mgmt

Contract management

Budget management

SLA/KPI design

Root-cause analysis

Customer service

24/7 operations

Communication

Education

Bachelor’s degree in IT related field

Job description

Open Recruitment

Position Specific Recruitment

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

If you have ever taken a flight from BWI Thurgood Marshall Airport; renewed your Maryland driver’s license; traveled to an Orioles game on the Light Rail; embarked on a cruise from the Port of Baltimore; received roadside assistance from CHART Emergency Patrol; reduced your commute time by using one of Maryland’s toll roads then you have experienced some of the superb services provided by the Maryland Department of Transportation (MDOT).
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. The IT Vendor & Service Delivery Manager provides direct support to the Maryland Aviation Administration (MAA) IT Chief of Strategy & Operations for advancing enterprise IT initiatives and contract support activities. The incumbent supervises the effective delivery of technology services and capital technology projects essential to fulfilling the MAA’s mission.

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

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.

Consideration for employment may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position for which you are applying.

If you have held more than one position at the same employer, please list each position that you held and the length of time that you held each position.

Notes:

1. 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.

2. 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.

3. 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.

4. 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.

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.

The incumbent in this position may be a member of a covered bargaining unit.

Appropriate auxiliary aids and services for qualified individuals with disabilities will be provided upon request. Please notify in advance. MD Relay Service Number (711). Bilingual applicants are encouraged to apply.

The Maryland Department of Transportation is not sponsoring new employees in application of the H-1B Visa or providing an extension of an existing H-1B at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H-1B Visa candidates from paying sponsorship fees; all sponsorship fees must be assumed by the potential employer.

Applicants who have education obtained outside of the U.S. will be required to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org) or World Education Services: International Credential Evaluation (https://www.wes.org/).

The incumbent in this position may be a member of a covered bargaining unit.

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.

The purpose of the supplemental questions listed below is to evaluate your experience and education further to determine your eligibility for this job classification. Answer each question accurately and thoroughly. The experience you indicate in your responses to the supplemental questions must also be described in detail in the Work History section of this application. If you cite experience in your response that is not included in the Work History section of this application, your application may be considered incomplete, and you may not receive further consideration for this position. Questions with text answers require you to include the name of the employer/organization and dates of the specific experience.

Issue date: 11/2/2026