Disaster Case Manager Jobs in Chicago, IL (NOW HIRING)

ITility is seeking a motivated, customer-oriented Senior Technical Delivery Manager (TDM) to lead onsite technical service delivery and team execution for a mission-critical DoD environment. The TDM will have primary delivery responsibility for enterprise network operations and related infrastructure services, while coordinating with systems, cloud, cybersecurity, application, and data teams to meet defined service levels and customer expectations. The ecosystem consists of geographically distributed nodes and users connected through a Cisco WAN, accessing multiple software applications running on AWS-native cloud infrastructure. The ideal candidate is a hands-on delivery leader with strong enterprise networking and infrastructure experience, sound knowledge of operations and maintenance, incident and change management, and RMF-based security compliance, along with proven people leadership, service delivery management, and stakeholder communication skills. The candidate must also be able to help technical and mission teams move approved AI capabilities from concept and pilot activities into secure, supportable operational use. This position is predominately onsite in North Chicago/Great Lakes, IL, with limited remote work as mission needs allow. Key Responsibilities:
Technical Delivery and Service Ownership
- Serve as the senior onsite contractor delivery lead, with primary accountability for network operations and related infrastructure services, ensuring performance, availability, security, and service level expectations are met.
- Plan, coordinate, and oversee enterprise network operations including WAN and LAN services, routing and switching, firewalls, load balancers, wireless infrastructure, network monitoring, hybrid cloud connectivity, lifecycle refresh activities, configuration and change management, and service restoration.
- Coordinate dependencies with server, cloud, cybersecurity, application, data, vendor, and civilian teams.
- Monitor service health and delivery performance, manage risks and blockers, drive timely issue resolution, and ensure customer deliverables, status reports, outage communications, and corrective actions are accurate and complete.
- Partner with the customer’s AI lead, stakeholders, cybersecurity personnel, data owners, and technical teams to evaluate and deliver practical AI use cases that improve operational efficiency, service delivery, knowledge management, automation, or decision support. Team Leadership and Workforce Management
- Provide day-to-day leadership, direction, mentoring, and administrative support for technical staff, including direct and leveraged personnel.
- Support recruiting, interviewing, candidate selection, onboarding, acclimation, role readiness, training, and retention activities in accordance with corporate and program procedures.
- Identify performance concerns early, implement corrective actions, and reinforce a culture of ownership, collaboration, responsiveness, customer focus, and continuous improvement.
- Coordinate with customer stakeholders, technical teams, security, data owners, and end users to assess AI readiness, define success measures, support responsible adoption, and transition approved AI capabilities into operational use. Outage Response, Incident Coordination, and Continuity Support
- Lead and coordinate outage response, network service restoration, continuity of operations (COOP), disaster recovery (DR), and incident documentation activities,
ensuring timely communication with the customer, program leadership, vendors, third parties, and technical teams.
- Direct resolution activities, assign response actions, track recovery progress, and keep leadership informed of status, impacts, risks, decisions, and next steps.
- Develop, maintain, review, and exercise outage response procedures, incident response plans, recovery playbooks, escalation paths, and team readiness activities. Required Qualifications:
- Bachelor’s degree in computer science, Cybersecurity, Information Technology, or a related discipline; equivalent experience may be considered.
- US Citizenship required, with ability to pass an IT-II background investigation; active Secret clearance preferred.
- Minimum of eight (8) years of progressively responsible enterprise IT experience, encompassing enterprise network operations, systems administration, cloud services, cybersecurity, software delivery, or data center operations.
- At least five (5) years leading technical delivery or operations teams.
- Demonstrated experience managing technical service delivery, operational priorities, risk, incidents, changes, and customer communications using strong analytical, organizational, and problem-solving skills in a mission-focused environment.
- Experience coordinating technology pilots, AI adoption, automation, analytics, or digital transformation initiatives, including requirements development, use case identification, feasibility assessment, stakeholder alignment, implementation planning, transition to operations, and adoption tracking.
- Current DoD 8140 / DoD 8570-aligned cybersecurity certification such as Security+ CE, CISM, CISSP, CAP, CASP+ CE, GSLC, or CCISO. Desired Qualifications:
- Active DoD Secret clearance.
- Advanced service management or project delivery certification such as ITIL v4 Managing Professional, ITIL v4 Practice Manager, PMP, PMI-ACP, Certified ScrumMaster, SAFe, or equivalent.
- Experience supporting DoD, federal, or similarly regulated mission environments.
- Experience coordinating outage response, disaster recovery, continuity operations, and incident response procedures.
- Experience with enterprise servers, Windows and UNIX/Linux operating systems, Microsoft SQL or other database platforms, SharePoint, VMware, ESXi, storage area networks, endpoint platforms, scripting, and software applications.
- Advanced technical or cybersecurity certifications such as CISSP, CISM, CASP+ CE, CCNA, CCNP, CCIE, CCDE, Microsoft Certified: Azure Administrator / Azure Solutions Architect, VMware VCP, Red Hat certification, or equivalent credentials
- AWS certification such as AWS Certified Cloud Practitioner, AWS Certified SysOps Administrator – Associate, AWS Certified Solutions Architect – Associate, AWS Certified Advanced Networking – Specialty, or equivalent cloud credential.
- Familiarity with responsible AI practices, AI governance, data protection, model risk considerations, user training, change management, and measurement of value from AI-enabled capabilities. Work Environment:
- Required to dress appropriately for the job environment, including adherence to safety, security, and site-specific dress standards - Ability to sit or stand for extended periods while performing computer-based tasks.
- Requires sustained use of hands and fingers for keyboarding, writing, and operation of standard office equipment, as well as frequent verbal communication, active listening, and visual acuity to perform job responsibilities effectively.
- Occasional movement around the office, including climbing stairs. Success Profile
The successful Senior Technical Delivery Manager – Network Operations will be a visible, hands-on onsite leader who is comfortable operating in a customer-facing environment and balancing daily network and infrastructure operations with longer-term service improvement. This individual will be proactive, organized, mission-focused, and able to lead technical teams through routine operations, technology refreshes, escalations, outages, audits, and changing customer priorities. Why ITility?
ITility is a Service-Disabled Veteran-Owned Business dedicated to delivering secure, innovative technology solutions that protect and defend our nation. We empower our teams to think beyond perceived limits and deliver mission-focused solutions that matter. Your work will directly contribute to enterprise modernization efforts supporting national defense readiness. ITility is an Equal Opportunity Employer
ITility is committed to providing a work environment that is non-discriminatory, harassment free, fair, ethical and inclusive. ITility is committed to the principle of equal employment opportunity and complies with all applicable laws which prohibit discrimination and harassment in the workplace. ITility strictly prohibits discrimination or harassment based on race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, disability, or any other characteristic protected by law in all terms, conditions and privileges of employment, including without limitation, recruiting, hiring, assignment, compensation, promotion, discipline and termination. This policy covers conduct occurring at ITility’s offices, client sites, other locations where ITility is providing services, and to all work-related activities.