Service Delivery Manager

Job Title: Service Delivery Manager
Location: Libertyville, Illinois

Job Description:
We are looking for an experienced Service Delivery Manager to lead end-to-end service operations across a complex hybrid infrastructure environment for our client. This role will be responsible for managing daily operations, shift coordination, incident triage, service control, and ensuring stable delivery across enterprise network, cloud, and on-prem infrastructure.

The ideal candidate will have a strong background in network operations, hybrid cloud infrastructure, incident management, and service delivery governance, along with the ability to work across multiple teams in a fast-paced support environment.

Key Responsibilities:

• Lead end-to-end service delivery across hybrid infrastructure environments, including network devices, access points, physical sites, Azure cloud networks, on-prem infrastructure, and cloud servers
• Manage day-to-day operational support, shift coverage, overlap planning, and service control activities
• Drive incident triage, escalation handling, root cause coordination, and service restoration efforts
• Oversee infrastructure operations across enterprise networking, cloud connectivity, virtual networking, and storage-connected systems
• Collaborate with network, server, cloud, storage, and application teams to ensure seamless service delivery
• Monitor service performance, identify risks, and support continuous improvement initiatives
• Ensure adherence to ITIL-based Incident, Problem, and Change Management processes
• Maintain operational documentation, service reports, and cross-team communication for ongoing support and governance

Required Skills and Experience:

• Proven experience working as a Service Delivery Manager or in a similar infrastructure operations leadership role
• Strong hands-on knowledge of:
  • Cisco CLI
  • Meraki Dashboard
  • FortiGate GUI/CLI
  • Aruba SD-WAN Orchestrator
  • Zscaler console
• Strong understanding of routing and switching technologies, including:
  • EIGRP
  • OSPF
  • BGP
  • STP
  • VLANs
  • VRFs
• Experience with VPNs, firewalls, NAT, ACLs, and QoS policies
• Good knowledge of TCP/IP and firewall configuration across hybrid data center and cloud environments
• Working knowledge of Azure networking, including:
  • VNets
  • VPN Gateway
  • ExpressRoute
  • NSGs
  • Routing
• Familiarity with VMware virtual networking, including:
  • vSwitches
  • Port groups
  • VLAN tagging
  • Distributed switches
• Familiarity with storage network protocols such as:
  • iSCSI
  • NFS
  • SMB
• Experience troubleshooting connectivity related to Dell PowerStore and Isilon
• Understanding of backup and replication traffic flows involving Commvault, Zerto, and storage systems
• Experience with network and infrastructure monitoring tools such as:
  • SolarWinds
  • PRTG
  • LogicMonitor
  • Azure Network Watcher
• Experience with ITSM tools like ServiceNow and Remedy
• Strong documentation, communication, and stakeholder coordination skills

Preferred Qualifications:

• Experience managing enterprise hybrid infrastructure in a 24x7 support environment
• Strong incident management and operational governance experience
• Ability to work across multiple technical teams and business stakeholders effectively
• ITIL process knowledge or certification is a plus