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Director Service Delivery & DM

Job ID:

251125

Location:

MD-Metro Bldg New Carrollton

Full/Part Time:

Full-Time

Posting Open-Close

12/19/2025

-

01/03/2026

Union

NRP

Regular/Temporary:

Regular

Job Description

Department Marketing Statement:

WMATA is seeking a visionary Director of Service Delivery with deep network engineering expertise to ensure reliable, secure, and scalable digital services that keep our region moving. This leadership role drives operational excellence across complex transit environments, integrating advanced network infrastructure with service delivery strategies to meet the highest standards of safety, reliability, and customer experience. The ideal candidate will:

+ Direct end-to-end service delivery for mission-critical transit systems.

+ Architect and oversee high-availability network environments across data center, cloud, and transport layers.

+ Ensure compliance with rigorous SLAs, security standards, and regulatory requirements.

+ Collaborate with Network Operations, Unified Communications, other DM business units, carrier partners to optimize connectivity and resilience.

+ Drive continuous improvement through performance metrics, incident response acceleration, and cost-effective solutions.

Minimum Qualifications

Education

+ Bachelor's degree in Information Technology, Business Administration or a related field

+ In lieu of a non-technical or non-business-related degree a high school diploma and an additional four (4) years of experience in any of the following: data center management, service desk, network infrastructure, telecommunications, or cloud solutions

Experience

+ Nine (9) years of experience working in any of the following: data center management, service desk, network infrastructure, telecommunications, or cloud solutions

Certification/Licensure

Preferred Qualifications

+ WMATA Contract Officer Technical Representative certification within one year of hire date

Medical Group

Ability to complete satisfactorily the medical examination for this job. The incumbent must be able to perform the essential functions of the job with or without reasonable accommodation.

Summary

The Director, Service Delivery and Operations is a highly skilled senior management role that is intimately familiar with information technology operational environments. The Director is responsible for leading all aspects of Service Delivery and Operations activities across a portfolio that includes network, telecommunications, service desk, data center, active directory, mobile devices, endpoint management, and other various functions supporting Washington Metropolitan Area Transit Authority (WMATA)¿s Operational and Business units. More specifically, the incumbent leads all components of program management disciplines including budget management, staffing, customer satisfaction and relationship management.

Job Duties

+ Leads the operations and maintenance of WMATA Service Delivery and Operations. Specifically, responsible for managing the relationship with the business community and leads Digital Modernization resources to accomplish the goals of the Authority.

+ Plans and monitors projects and daily tasks by coordinating resources across all project teams and allocating funds as necessary.

+ Works with WMATA Business Sponsors to understand their interests and needs and ensures that the program meets their specific needs and requirements over time. Manages the divisions budget, monitors expenditure and ensures the program achieves its financial and business goals.

+ Ensures the appropriate solutions are developed and deployed on time for the operational and business community. Manages risk and proactively takes corrective measures to resolve issues.

+ Implements industry best practices of enterprise life cycle management and standard tools that meets the business goals and vision of Digital Modernization to obtain economies of scale, reestablish mission focus, and reduce operational risk.

+ Establishes the appropriate procedures and practices to ensure that common practices and policies are applied across the family of systems and solutions. Partners with the other Digital Modernization leaders to leverage common tools and techniques across the solution offerings.

+ Develops and implements strategy for the division, including developing a robust risk mitigation plan. Reports on division performance to Digital Modernization leadership team.

+ Identifies alternative solutions to unique business problems, integrates the work of others as a team or project, and predicts future environments or the impact on future processing.

+ Keeps abreast of current practices and trends in information technology management.

+ Participates in defining technological strategic direction to Digital Modernization to ensure industry best practices are met, followed, and implemented.

+ Guides Authority technology solutions for business problems. Assists offices in the identification of technology resource consolidation, information technology efficiencies, and leverages existing technology and resources. Assists offices in their efforts to conduct information planning, develops information technology strategies, designs information technology solutions that align with Digital Modernization strategic direction, standards and develops information technology procurement such as develop Requests for Proposal and Requests for Information related to the tools and professional services needed specific to the Program/Project need. Has an understanding of Federal/WMATA Contract Officers Technical Representative process and procedure and ensures compliance with them.

+ Monitors the financial performance of assigned projects within Digital Modernization budget guidelines.

Other Duties

+ Assists Authority with technology management improvement.

+ Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.

The** **functions** **listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

+ Skills and/or behavioral assessment

+ Personal interview

+ Verification of education and experience (including certifications and licenses)

+ Criminal Background Check (a criminal conviction is not an automatic bar to employment)

+ Medical examination including a drug and alcohol screening (for safety sensitive positions)

+ Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.