US_East | Service Delivery Manager_L2

Description:"Possible 3 Month CTH | No Fees | Do Not Re-Post| ConfidentialTMR ID: BDTZHMRole: Technical Service Delivery ManagerWork location: Chicago, ILBackground and Meet and Greet: MANDATORYJob Description:The Technical Service Delivery Manager will be the primary orchestrator and technical lead for a mission-critical infrastructure project involving high-scale aggregate systems (Dell, Cisco, NetApp, Palo Alto). This role requires a unique hybrid of Strategic Governance and Hands-on Technical Leadership. You will be responsible for the end-to-end delivery of services, ensuring high availability, meeting rigorous SLAs, and providing deep technical guidance to a team of Systems and SRE Engineers.Key Responsibilities:"1. Service Governance & Strategic LeadershipSLA/SLO Management: Define, monitor, and report on Service Level Agreements (SLAs) and Service Level Objectives (SLOs). Act as the primary point of escalation for critical incidents.Stakeholder Management: Conduct regular Service Review Meetings (SRMs) with internal leadership and external partners (Google, Capgemini, System Integrators).Project Lifecycle Oversight: Manage the delivery of GDC system validations, deployments, and troubleshooting workstreams from initiation to closure.Risk & Issue Management: Proactively identify technical and operational risks, developing mitigation strategies to prevent project delays.2. Technical Leadership & SupportTechnical Escalation Point: Act as the ""Level 3/4"" support lead. You must be able to guide the team through complex troubleshooting of hardware (Dell), networking (Cisco/Palo Alto), and storage (NetApp) fabrics.Architecture Oversight: Review and validate technical documentation, Helm charts, and automation scripts (Python/Ansible) to ensure they meet production standards.Continuous Improvement: Drive the ""Automation-First"" culture. Identify manual ""toil"" within the delivery process and spearhead initiatives to automate routine tasks.Incident & RCA Lead: Lead high-priority Root Cause Analysis (RCA) investigations, ensuring that technical fixes are permanent and documented.3. Team Mentorship & Resource ManagementTechnical Coaching: Conduct technical deep-dives with the team to level up their skills in Linux internals, Kubernetes, and cloud-native networking.Resource Planning: Manage team bandwidth, shifts, and task allocation to ensure 24/7 or high-availability coverage as required by the project."What are the Mandatory skills and skill proficiencies required for this position?"Hybrid Cloud/K8s Expertise: Proven experience governing environments running Kubernetes/Containers and private cloud technologies. Familiarity with Helm and microservices architecture is essential.Multi-Vendor Hardware/Network Knowledge: Hands-on experience (current or recent) with at least three of the following: HPE (ProLiant/Synergy), Dell (PowerEdge), Cisco (Nexus/ACI), NetApp (ONTAP), or Palo Alto (NGFW).Linux Mastery: Strong understanding of Linux administration (RHEL/Ubuntu) and system-level troubleshooting.ITIL/Frameworks: Practical knowledge of ITIL processes (Incident, Change, and Problem Management) adapted for Agile/DevOps environments.Automation Fluency: Ability to read, review, and suggest improvements for Python, Shell, or Ansible code."What are the Optional skills and skill proficiencies for this position?"Preferred QualificationsGDC Knowledge: Prior experience with Google Distributed Cloud (GDC) or similar air-gapped/sovereign cloud solutions.SRE Mindset: Experience with Prometheus/Grafana stacks and SLO-based alerting.Security Clearances/Compliance: Understanding of FIPS compliance, bootstrapping with HSMs (Thales), and secure supply chain protocols.Certifications: CKA (Certified Kubernetes Administrator), ITIL v4, or Professional Cloud Architect certifications."The following details must accompany your submission:First Name, Middle name, and Last Name:City and State:Open to Relocate?Rate:Availability:Phone #:Mobile #:Email address:Visa type:Visa Expiration Date:Hiring Status:Soemia Pineda - ERMCapgemini North AmericaTel.: +1 888-229-2961"Additional DetailsGlobal Grade : BNamed Job Posting? (if Yes - needs to be approved by SCSC) : NoRemote work possibility : NoGlobal Role Family : 60227 (P) Engagement ManagementGlobal Technical Skills Family : 6250 (T) Workflow / Business process management and Case managementLocal Role Name : Technical Service Delivery ManagerLocal Skills : Ashish MhatreLanguages Required: : English