IT Service Delivery (DOT Executive V)

Open Recruitment

Executive Service
(These positions serve at the pleasure of the Appointing Authority.)

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; or applied for Minority Business Enterprise (MBE) certification, 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), seeks a dedicated advocate and primary liaison to fill the IT Service Delivery (DOT Executive V) role. The incumbent will report directly to the IT Director to ensure equitable representation in MDOT's IT services and resource allocation.

This role is essential in aligning IT services with the evolving needs of business units, building strategic relationships, and advocating for the prioritization of work across the department working with modal leadership, stakeholders, and counterparts from the other modals to ensure seamless, high-quality service delivery and the effective implementation of both tactical IT services and long-term strategic initiatives.

Key responsibilities for this role include, but are not limited to, the following:

• Oversee end-to-end service delivery processes across all modal business units
• Establish and maintain service level agreements (SLAs) with internal customers
• Monitor service performance metrics and implement continuous improvement initiatives
• Coordinate incident response and problem resolution to minimize business impact
• Develop and maintain service catalogs aligned with business needs
• Implement service delivery frameworks and best practices (ITIL, Agile, etc.)
• Build and maintain strategic partnerships with business unit leaders and stakeholders
• Conduct regular business reviews to assess service satisfaction and identify improvement opportunities
• Facilitate communication between IT and business teams to ensure alignment
• Service as primary escalation point for service-related issues and concerns
• Translate business requirements into technical specifications and service offerings
• Champion customer-centric culture within the IT organization

There are six (6) vacancies for this position:

• One (1) exists at MDOT Maryland Aviation Administration (MAA) in Hanover, MD.
• One (1) exists at MDOT Motor Vehicle Administration (MVA) in Glen Burnie, MD.
• One (1) exists at MDOT State Highway Administration (SHA) in Baltimore City, MD.
• One (1) exists at MDOT Maryland Port Administration (MPA) in Baltimore, MD.
• One (1) exists at MDOT Maryland Transportation Authority (MDTA) in Baltimore, MD.
• One (1) exists at MDOT Maryland Transit Administration (MTA) in Baltimore, MD.

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

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

PREFERRED QUALIFICATIONS:

Education: A bachelor's degree from an accredited college or university in Information Technology, Computer Science, Engineering, Business Administration, Public Administration, or a closely related field.

Experience: Seven (7) years of progressive experience in IT leadership roles, including at least three (3) years managing enterprise-scale IT operations, digital transformation, or strategic initiatives in a complex, multi-modal environment.

The ideal candidate will possess:

• Proven experience leading IT initiatives in transportation-related domains such as aviation, port operations, highway systems, transit networks, motor vehicle administration, or tolling infrastructure.
• A strong commitment to inclusive, service-driven technology that supports public-facing operations and mission-critical systems.
• Strategic leadership capabilities, with a successful track record of building high-performing teams and leading cross-functional initiatives.
• Expertise in aligning technology investments with business objectives and operational efficiency goals.
• A solid background in cybersecurity, data privacy, and compliance with federal and state regulations (e.g., CJIS, NIST, FISMA).
• Strong collaboration and communication skills, with the ability to work effectively across various transportation modes and stakeholder groups.
• At least two (2) years of experience working in or with federal, state, or local government agencies.

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.

None.

TO APPLY: You must complete an MDOT employment application (DTS-1) online to be considered for this recruitment. RESUMES CANNOT BE SUBSTITUTED FOR THE MDOT EMPLOYMENT APPLICATION. No paper applications will be accepted.

The application must be complete at the time of submission and must clearly describe the required work experience. Dates (month and year) must be stated. Vague descriptions of experience will not be considered. Please include all relevant experience on your application. Description of duties that state, "see resume" will negatively impact consideration for this position. Applicants will not be contacted for additional information. Only applicants considered for this position will be contacted.

Selected candidates may be subject to background and reference checks.

You may apply online at https://www.governmentjobs.com/careers/mdotmd. Applications must be submitted by 11:59 pm on 6/27/2025.

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 will not 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.