Service Delivery Manager

Job Title: Service Delivery ManagerLocation: Libertyville, IllinoisJob DescriptionWe 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 ResponsibilitiesLead end-to-end service delivery across hybrid infrastructure environments, including network devices, access points, physical sites, Azure cloud networks, on-prem infrastructure, and cloud serversManage day-to-day operational support, shift coverage, overlap planning, and service control activitiesDrive incident triage, escalation handling, root cause coordination, and service restoration effortsOversee infrastructure operations across enterprise networking, cloud connectivity, virtual networking, and storage-connected systemsCollaborate with network, server, cloud, storage, and application teams to ensure seamless service deliveryMonitor service performance, identify risks, and support continuous improvement initiativesEnsure adherence to ITIL-based Incident, Problem, and Change Management processesMaintain operational documentation, service reports, and cross-team communication for ongoing support and governanceRequired Skills And Experience Proven experience working as a Service Delivery Manager or in a similar infrastructure operations leadership roleStrong hands-on knowledge of:Cisco CLIMeraki DashboardFortiGate GUI/CLIAruba SD-WAN OrchestratorZscaler consoleStrong understanding of routing and switching technologies, including:EIGRPOSPFBGPSTPVLANsVRFsExperience with VPNs, firewalls, NAT, ACLs, and QoS policiesGood knowledge of TCP/IP and firewall configuration across hybrid data center and cloud environmentsWorking knowledge of Azure networking, including:VNetsVPN GatewayExpressRouteNSGsRoutingFamiliarity with VMware virtual networking, including:vSwitchesPort groupsVLAN taggingDistributed switchesFamiliarity with storage network protocols such as:iSCSINFSSMBExperience troubleshooting connectivity related to Dell PowerStore and IsilonUnderstanding of backup and replication traffic flows involving Commvault, Zerto, and storage systemsExperience with network and infrastructure monitoring tools such as:SolarWindsPRTGLogicMonitorAzure Network WatcherExperience with ITSM tools like ServiceNow and RemedyStrong documentation, communication, and stakeholder coordination skillsPreferred QualificationsExperience managing enterprise hybrid infrastructure in a 24x7 support environmentStrong incident management and operational governance experienceAbility to work across multiple technical teams and business stakeholders effectivelyITIL process knowledge or certification is a plus