Service Delivery Manager

About Us: Transit Technologies serves as the parent company to a diverse network of transportation products and services that, together, cover the entire lifecycle of a vehicle using best-in-class software. An industry leader in the making, Transit Technologies is on a path to becoming a one-stop shop for transit solutions; a full end-to-end provider of revolutionized mobility services.

Service Delivery Manager

Lead Transportation Operations, Strengthen Provider Performance, and Improve the Rider Experience

Location: Baltimore, MD

Reports To: Director of Operations

Company: MJM Innovations, a subsidiary of Transit Technologies LLC

About MJM Innovations

MJM Innovations helps organizations improve transportation and aging services through transportation management software, outsourced management services, card solutions, and custom software development.

Our solutions support state and local government organizations, nonprofit transportation programs, and private transportation companies. We combine technology with hands-on operational expertise to help our clients deliver more reliable, efficient, and accessible transportation.

MJM Innovations is part of Transit Technologies, a growing transportation technology platform bringing together leading software and services businesses across the transportation ecosystem.

About the Opportunity

MJM Innovations is looking for a Service Delivery Manager to lead service performance and provider operations for the MTA Call-A-Ride program.

This is a hands-on leadership role for an experienced transportation professional who understands paratransit operations, knows how to manage provider performance, and can balance customer expectations, contractual requirements, compliance, and operational results.

You will oversee a network of transportation providers and work closely with the Call Center Management Team, internal leadership, external partners, and MTA personnel to make sure service is reliable, compliant, and consistently meeting established performance standards.

The right person will be comfortable looking at the numbers, identifying what is driving performance, and then getting into the operation to fix it.

What You'll Do

Lead Provider Network Performance

• Recruit and maintain a transportation provider network capable of meeting daily program demand.
• Ensure sufficient provider capacity for ambulatory and accessible trips across all operating hours and days of the week.
• Monitor provider staffing, driver coverage, vehicle availability, service capacity, and overall performance.
• Identify potential capacity gaps before they affect service delivery.
• Build strong, accountable relationships with transportation providers and business partners.
• Address provider issues quickly and drive corrective action when performance falls below expectations.

Own Operational Performance

• Monitor daily, weekly, and monthly operational metrics to identify trends, risks, and opportunities.
• Track key performance indicators including on-time performance (OTP), trip fulfillment, customer complaints, staffing, vehicle availability, and service quality.
• Identify negative performance trends and work with the appropriate managers and teams to correct them.
• Ensure performance indicators consistently meet or exceed client and company expectations.
• Minimize liquidated damages by identifying service failures early and ensuring corrective actions are implemented.
• Drive continuous improvement across the provider network and broader operation.

Oversee Call Center and Service Delivery Operations

• Partner closely with the Call Center Management Team to ensure operational and contractual performance requirements are met.
• Monitor compliance with OTP standards, accident-reporting requirements, staffing expectations, and timely resolution of service issues.
• Ensure issues affecting service delivery are escalated, addressed, and resolved appropriately.
• Maintain visibility into operational performance across the call center and transportation provider network.
• Hold teams and providers accountable while maintaining productive working relationships.

Manage Contracts, Compliance, and Risk

• Monitor transportation providers for compliance with contractual requirements and applicable COMAR regulations related to staffing, vehicles, drivers, and operations.
• Ensure driver, vehicle, and company requirements are consistently met.
• Monitor customer complaints, staffing requirements, OTP, safety-related issues, and other contractual KPIs.
• Negotiate contract terms with internal and external business partners.
• Ensure contractual deadlines, conditions, and performance requirements are met.
• Analyze potential operational, financial, and service risks associated with contract terms.
• Identify compliance gaps and ensure corrective actions are completed.

Turn Operational Data Into Action

• Analyze program statistics and performance data to understand trends and identify areas for improvement.
• Prepare clear, executive-level summaries of program performance, effectiveness, risks, and opportunities.
• Provide regular reporting to internal leadership and external stakeholders.
• Use quantitative analysis to support operational decisions and prioritize improvement efforts.
• Translate complex operational information into clear recommendations and action plans.

Build Strong Client and Partner Relationships

• Serve as a key operational point of contact for MTA Call-A-Ride provider issues and program inquiries.
• Attend regular meetings and work closely with MTA personnel.
• Build open, trustworthy relationships with customers, vendors, transportation providers, internal leaders, and cross-functional teams.
• Communicate confidently with stakeholders at all levels.
• Represent MJM Innovations with professionalism, credibility, and a strong commitment to service quality.

What Makes Someone Successful Here

This role is built for someone who is hands-on, accountable, analytical, and comfortable taking action when things get complicated.

You will thrive here if you:

• Drive Results Relentlessly: Have a strong sense of urgency and keep pushing until operational problems are resolved.
• Own It: Take responsibility for outcomes, follow through on commitments, and don't wait for someone else to solve a problem.
• Think Critically, Act Decisively: Use data, experience, and sound judgment to make decisions and navigate complex operational situations.
• Communicate with Impact: Build credibility with MTA personnel, executives, providers, vendors, and internal teams.
• Raise the Standard: Hold providers and internal teams accountable to high standards for service, compliance, and performance.
• Inspire and Elevate Others: Bring teams and partners together around common operational goals.
• Obsess Over Growth: Look for ways to improve provider performance, service quality, processes, and customer outcomes.
• Are Coachable: Remain open to feedback, new ideas, and better ways of operating.
• Bring a Sleeves-Up Mentality: You're willing to get into the details, solve problems, and help the team get results—not simply manage from a distance.

Qualifications

Required

• 5 years of experience in transit, paratransit, demand-responsive transportation, or a similar transportation operation.
• At least 2 years of supervisory or operational leadership experience.
• Strong working knowledge of ADA paratransit requirements.
• Strong understanding of paratransit and demand-responsive transportation operations, including:
• Service delivery
• Maintenance
• Safety
• Customer service
• Operational performance metrics
• Experience monitoring or managing transportation provider performance.
• Knowledge of scheduling and transportation brokerage software.
• Strong quantitative, analytical, and problem-solving skills.
• Excellent written, verbal, and presentation skills.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Ability to manage multiple internal and external priorities simultaneously.
• Strong business judgment and the ability to evaluate operational and financial considerations.

Preferred

• Experience managing subcontracted transportation providers.
• Experience with MTA, paratransit, ADA transportation, or similar public transportation programs.
• Experience with contract management and service-level requirements.
• Familiarity with COMAR requirements applicable to transportation operations.
• Experience managing KPIs such as OTP, trip fulfillment, complaints, staffing, vehicle availability, and service quality.
• Experience preparing executive-level operational reports.
• Experience working directly with transportation agencies or public-sector transportation programs.

The Impact You'll Make

The work you do will directly influence the reliability and quality of transportation services provided through the MTA Call-A-Ride program.

You'll help ensure:

• Transportation providers have the capacity to meet demand.
• Riders receive reliable and timely transportation.
• Service issues are identified and corrected quickly.
• Providers meet contractual and operational requirements.
• Compliance standards are consistently maintained.
• Leadership has clear visibility into program performance.
• Operational risks are identified before they become larger problems.
• Provider and call center performance continues to improve.

Career Growth & Development

This role offers the opportunity to expand your leadership experience across transportation operations, provider management, contract performance, compliance, analytics, and client relationships.

You'll work closely with experienced leaders and gain exposure to the broader transportation technology and managed-services environment within Transit Technologies.

• As the organization grows, strong performers can build toward expanded operational leadership and program management responsibilities.

Why you should join our team . . .

•At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.

•Transit-Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.