Sr. Services Delivery Engineer - Networking & Security (Field)

Ingram Micro•Field, NM

About The Position

A Senior Service Delivery Engineer is responsible for managing the efficient and effective delivery of networking and cybersecurity services to clients. This role combines deep technical expertise with a strong customer focus, acting as a trusted point of contact to understand client needs, troubleshoot complex issues, and maintain strong client relationships. The Senior Service Delivery Engineer ensures services are delivered on time, within budget, and in compliance with security and regulatory standards. Success in this role involves managing complex technical challenges, leading service delivery initiatives and projects, contributing to service strategy development, and taking on leadership responsibilities within the team while continuously improving processes and service quality. The primary emphasis of this role is delivering high-quality networking and cybersecurity services that meet or exceed client expectations. This position focuses on providing advanced technical expertise, addressing client needs and concerns, maintaining strong client relationships, troubleshooting issues across multiple technology layers, and ensuring excellence in quality assurance, documentation, training, and continuous improvement.

Requirements

Direct experience engaging with clients, understanding technical and business needs, and maintaining positive professional relationships.
Hands-on experience providing advanced technical support, troubleshooting, and issue resolution in a professional services or managed services environment.
Experience with service delivery processes, project execution, and ensuring services are delivered effectively and efficiently.
Practical experience with quality assurance, process improvement, monitoring, and adherence to service standards.
Proven ability to collaborate with cross-functional internal teams and external partners to meet service delivery objectives.
Deep understanding of fundamental networking concepts and protocols, including: TCP and UDP, OSI model and layered troubleshooting, Dynamic routing protocols, SSL and IPsec VPN technologies.
Proven ability to troubleshoot network and connectivity issues across multiple layers of the OSI model.
Strong understanding of firewall architectures, network security concepts, and secure network design principles.
Experience with Palo Alto NGFW, VM-Series, Panorama, and Prisma Access is highly desirable and strongly preferred.
Solid understanding of the networking and cybersecurity products, services, and solutions supported by the organization.
Familiarity with leading security and networking vendors and ecosystems (e.g., Palo Alto Networks, Fortinet) to better assess client requirements and challenges.
Knowledge of relevant regulatory, compliance, and information security standards applicable to client environments.
Understanding of client expectations, industry trends, and best practices for service quality and continuous improvement.
Strong verbal and written communication skills for effective interaction with clients and internal teams.
Ability to analyze and resolve complex technical and service delivery challenges.
Strong interpersonal skills with an emphasis on active listening, empathy, and trust-building.
Accurate and thorough documentation of projects, incidents, and service activities.
Ability to implement, monitor, and improve service quality standards and processes.
General proficiency with the tools, systems, and procedures required to perform the role.
Ability to consult with senior or specialist staff on complex technical issues when needed.
Four-year college degree or equivalent experience in a related field.
Minimum of 3 years of functional experience, including at least 1 year in a role-specific or advanced technical position.

Nice To Haves

CompTIA Network+ (N+)
CompTIA Security+
Cisco CCNA
Palo Alto Networks Certified Network Security Engineer (PCNSE)
Palo Alto NGFW Engineer (NGFW‑E)

Responsibilities

Demonstrate in-depth knowledge of networking and cybersecurity solutions and technology stacks to effectively support and advise clients.
Serve as a primary point of contact for clients, understanding their business and technical requirements, addressing concerns, and maintaining strong, long-term client relationships.
Quickly identify, troubleshoot, and resolve complex network and security issues before and during service delivery, often across multiple layers of the OSI model.
Maintain and enforce quality standards to ensure services are delivered consistently at a high level.
Utilize PSA tools to maintain detailed service records, client communications, and project documentation for transparency, auditing, and historical reference.
Provide technical training and mentorship to internal teams and clients, ensuring proper service usage and promoting best practices.
Analyze service data, trends, and client feedback to identify opportunities for service optimization and process improvement.
Ensure all service delivery processes comply with applicable industry regulations, security standards, and organizational policies.
Leverage PSA tools to monitor service performance and deliver detailed KPI and service performance reports to stakeholders.
Maintain required professional certifications and pursue ongoing training to stay current with evolving technologies and expand service capabilities.