Job Summary

As a Service Delivery Manager, you are responsible for managing the day-to-day delivery to NetApp’s Managed Service customers. Have a demonstrated ability to lead based on experience, industry / organizational knowledge, passion, and competence. Work closely with the NetApp Managed Services Team, NetApp account team and end customer to ensure that agreed service levels are met, service delivery improvements are continuous and overall relationships are maintained. You will be the primary contact for customer meetings, reporting and on-going customer communication during service events acting as the customer advocate within NetApp. Building and maintaining successful relationships with the customer & NetApp teams are key to success. Designs, implements, and maintains organizational programs in support of corporate strategy.

Job Requirements

• Responsible for achieving assigned metrics per customer requirements (SLO’s, SLA’s, KPI’s etc.)
• Responsible for the development of standards, policies, and procedures within the environment.
• Promotes the development of strong, cooperative relationships between services professionals and all NetApp organizations
• Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed within the Operations team.
• Oversee engagements at client sites and work with Project Management when needed to develop implementation plans.
• Ensures adequate level of resources in place to meet project needs and profitability targets. Oversee chargeability of all delivery resources within a defined geography or service area.
• Ability to successfully handle multiple, complex projects / engagements simultaneously. Proven experience at developing and maintain relationships with other NetApp organizations, customers, clients, and executives.

Daily Activities and Responsibilities

• Ensuring contractual SLAs/SLOs are being met and maintained.
• Building and maintaining relationships with the customer at various levels – operational, management, senior management, etc.
• Adherence to Service Management Framework.
• Driving Service Improvements as per Service Improvement Plan.
• Liaising/Communicating with the customer and wider account team during high severity incidents.
• Providing Post Incident Report at conclusion of high severity incidents.
• Ongoing liaison with NSO, Tech Support, PM, account team and customer to ensure consistent messaging with open lines of communication at all times.
• Attendance at customer meetings (with technical accompaniment if required).
• Monthly Service Operations reporting to the customer.
• Chairing of monthly Service review meetings with customer and NetApp account team.
• Work closely with the account team to identify opportunities and drive growth.
• Attendance/Chair (if necessary) of regular customer meetings.
• Produce ad-hoc reporting if/when required.
• Providing Service Delivery guidance to the NetApp Storage team.
• High level trouble shooting and problem resolution.
• Working autonomously when required, or as part of the team when applicable.
• Responding to Customer’s service related queries.
• Completion of applicable NetApp training/certification.
• Completion of Customer’s compliancy training/on-boarding requirements
• Being a trusted advisor to the customer, the greater account team and the NetApp Storage Operations team.

Skills and Experience required

• Ability to lead, motivate and direct a workgroup.
• Customer focused and proven Service Delivery Management experience.
• Ability to influence others to achieve results.
• Possesses operational command of the business.
• Possesses strong product/technology/industry knowledge.
• Ability to operate and lead under pressure
• Eager to take on new challenges adopting a growth mindset.
• Presentation skills.
• An understanding of Storage Technologies and the NetApp Portfolio