US_East | Service Delivery Manager_L2
Role: Technical Service Delivery Manager Location: Chicago, IL Position Summary The Technical Service Delivery Manager will serve as the primary orchestrator and technical lead for a mission-critical infrastructure program involving large-scale, multi-vendor environments (Dell, Cisco, NetApp, Palo Alto). This role requires a strong blend of strategic governance and hands-on technical leadership. The individual will be responsible for end-to-end service delivery, ensuring high availability, SLA/SLO compliance, and providing technical direction to Systems and SRE teams. Key Responsibilities: 1. Service Governance & Strategic LeadershipDefine, monitor, and manage SLAs and SLOs; serve as escalation point for critical incidentsConduct regular Service Review Meetings (SRMs) with internal stakeholders and external partners (e.g., Google, system integrators)Oversee end-of-end delivery of GDC system validations, deployments, and troubleshooting activitiesIdentify risks and issues proactively and implement mitigation strategies to avoid delivery delays 2. Technical Leadership & SupportAct as L3/L4 escalation point for complex infrastructure issuesProvide technical leadership in troubleshooting across:Dell hardware platformsCisco and Palo Alto networkingNetApp storage environmentsReview and validate technical documentation, Helm charts, and automation scripts (Python/Ansible)Promote an automation-first approach by identifying and reducing operational toilLead Root Cause Analysis (RCA) for high-priority incidents and ensure permanent corrective actions 3. Team Mentorship & Resource ManagementConduct technical mentoring sessions focused on Linux, Kubernetes, and cloud-native networkingManage workload distribution, staffing, and shift planning for 24/7 or high-availability operationsSupport team development through technical deep dives and coaching Mandatory Skills & Requirements:Strong experience in Kubernetes/containerized environments and private cloud infrastructureHands-on experience with at least three of the following:HPE (ProLiant/Synergy)Dell (PowerEdge)Cisco (Nexus/ACI)NetApp (ONTAP)Palo Alto (NGFW)Strong Linux administration skills (RHEL/Ubuntu) and system troubleshooting expertiseSolid understanding of ITIL processes (Incident, Change, Problem Management) in DevOps/Agile environmentsAbility to review and work with Python, Shell, or Ansible automation scripts Preferred Skills:Experience with Google Distributed Cloud (GDC) or air-gapped/sovereign cloud environmentsStrong SRE background with Prometheus/Grafana and SLO-based monitoringUnderstanding of security/compliance frameworks (FIPS, HSM bootstrapping, secure supply chain practices)Certifications such as:CKA (Certified Kubernetes Administrator)ITIL v4Google Cloud / Cloud Architect certifications "All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran"