Senior Vice President, Service Delivery

Metropolitan Transportation Authority (MTA); New York (NY); On-site; USD 239,000 - 298,000; Full time

Job summary

Metropolitan Transportation Authority (MTA) is seeking a Senior Vice President, Service Delivery in Midtown West, Manhattan to lead train operations and incident management across the NYCT subway system. This role oversees Field Operations, the Operations Control Center, and Field Operations Services to ensure safe, timely daily service and strong customer communication.

The position requires a deep background in transportation management, extensive leadership experience, and the ability to

Qualifications

• Baccalaureate from an accredited college in Transportation Management or related field, or equivalent education/experience.
• Fifteen (15) years of professional experience.
• Ten (10) years of managerial/supervisory experience.

Responsibilities

• Provide executive oversight of field operations activities for subway systems, including terminals and control towers.
• Oversee the safe operating performance and training of more than 6,300 employees.
• Strategically develop and support major initiatives in response to system expansion and ridership changes.
• Coordinate Winter Operation Plans and Hurricane Plans and collaborate with security agencies.
• Provide oversight of service incident response across divisions and with external agencies.
• Ensure centralized planning for general orders and protective activities.
• Oversee RCC operations and capital planning field activities, including workforce development.
• Support major capital program initiatives and ridership growth.
• Develop and maintain operating procedures and emergency plans.
• Oversee new technologies and system enhancements (CBTC, train tracking, ITRAC).

Skills

Executive leadership

Operations oversight

Budget management

Stakeholder communication

Education

Baccalaureate in Transportation Management or related field

Tools

CBTC knowledge

IT systems familiarity

Job description

Description

Job Information

Title: Senior Vice President, Service Delivery

Authority: TA

Department: Subways

Division/Unit: Service Delivery

Location: Midtown West, Manhattan

Hours: Various

Reporting Manager (if Applicable): Executive Vice President, Subways

Deadline (if Applicable): 11/02/26

Compensation: $238,671 - $298,338 (GEN 014)

Position Summary

The Senior Vice President, Service Delivery will provide executive direction and leadership for train operations and incident management across the NYCT subway system. This position oversees three subdivisions — Field Operations, the Operations Control Center, and Field Operations Services — with a focus on delivering best‑in‑class service and clear customer communication. The selected candidate will ensure the efficient, safe, and timely delivery of daily train service while upholding established safety principles and guidelines. The candidate will also guide the development and allocation of annual operating and capital budgets and establishes divisional goals. A key aspect of this position is fostering an organizational culture that engages and motivates employees to continually improve the customer experience.

Responsibilities

• Provide executive oversight of all field operations activities for subway systems, including terminals, control towers, and all aspects of train service operations.
• Oversee the safe operating performance and training of more than 6,300 employees.
• Strategically develop and support major initiatives in response to system expansion, ridership changes, and evolving operational needs.
• Coordinate Winter Operation Plans, Hurricane Plans, and collaborate with the Office of Homeland Security to prepare for and respond to potential catastrophic events.
• Provide oversight and coordination of service incident response across divisions and with external city, state, and federal agencies.
• Ensure a centralized clearinghouse for all planned work (general orders) and roadway worker protection activities performed throughout the subway system.
• Oversee the operations and security of the Operations Control Center (RCC), as well as field operations activities for the Capital Support & Planning subdivision, including recruitment, training, and workforce development.
• Support major initiatives related to the Capital Program, and ridership growth within a capacity‑constrained environment.
• Ensure continuous development, implementation, and maintenance of rules, operating procedures, and emergency plans to uphold high standards of safe and efficient operations.
• Oversee and support the development and integration of new technologies and system enhancements, including CBTC, train tracking, and ITRAC modifications.

Education and Experience

• Baccalaureate from an accredited college in Transportation Management, Public Administration, or a related field, or an equivalent combination of education and experience may be considered in lieu of a degree.
• Fifteen (15) years of professional experience.
• Ten (10) years of managerial/supervisory experience.

Desired Skills

• Extensive experience in an operating environment and knowledge of the NYCT system including track and infrastructure layouts and the signal system.
• Thorough knowledge of NYCT and Subways operating rules, policies and procedures.
• Strong knowledge of Service Delivery emergency and security procedures and the ability to make sound decisions in emergencies and difficult situations.
• Proven ability to develop/implement executive policies and procedures.

Selection Method

Based on evaluation of education, skills, experience, interview, and written assessment.

All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.

Other Information

Appointment may be at a comparable level to current level of selected candidate. (If necessary)

As an employee of MTA NYC Transit, you may be required to complete an annual financial disclosure statement with the state of New York, if your position earns more than $115,252 (this is subject to change) per year or if the position is designated as a policy maker.

TA APPLICANTS MUST BE IN A PERMANENT CIVIL SERVICE STATUS IN THE TITLE(S). IF YOU ARE ON AN ESTABLISHED LIST, YOUR LIST NUMBER MUST BE REACHABLE TO BE CONSIDERED FOR APPOINTMENT. The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Additional Information

Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct. Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.