Job SummaryAs a Service Delivery Manager, you are responsible for managing the day-to-day delivery of NetApp's Managed Services to customers. You will work closely with the NetApp Managed Services team, customer account teams, and customers to ensure agreed service objectives are achieved, service delivery improvements are continuously implemented, and strong customer relationships are maintained. You will serve as the primary point of contact for customer meetings, reporting, and communications between the customer and the Managed Services team. You will also act as the customer advocate within NetApp and represent NetApp in customer-facing situations. In addition, you will participate in project planning and data migration activities across multi-vendor storage technology platforms.
You Will:- Coordinate the day-to-day activities and direction of NetApp teams within a specific discipline. Monitor job performance through direct observation and provide coaching, counseling, and motivation to maximize employee contribution and organizational performance.
- Establish service outcomes and goals and ensure they are achieved. Be responsible for meeting assigned organizational metrics, including SLOs, SLAs, KPIs, and other performance indicators.
- Share industry and technical expertise by continuously developing and advancing the skills needed to grow the organization. Ensure goals are updated regularly and promote opportunities for on-the-job, computer-based, and classroom training. Hire and develop new employees as needed. Stay informed of NetApp's product strategy related to hybrid cloud, cloud, and managed fabric solutions and leverage that knowledge to create managed services solutions for customers.
- Successfully manage multiple complex projects and engagements simultaneously. Build and maintain strong relationships with other NetApp organizations, customers, clients, and executive stakeholders.
- Oversee customer engagements and partner with Project Management to develop implementation plans when needed. Ensure adequate resources are available to meet project requirements and profitability targets. Manage utilization of delivery resources within a defined geography or service area.
- Serve as a trusted advisor to customers, the broader account team, and the NetApp Storage Operations team.
- Lead project reviews with management and customers, delivering status reports, dashboards, and presentations to executive and C-level stakeholders.
Daily Activities:- Project/program support for data migrations and storage platform deployments; ensure contractual SLAs/SLOs and Service Management Framework adherence; drive Service Improvement Plans.
- Act as a trusted advisor; build and maintain relationships across customer levels and the NetApp account/Managed Services/PS/Support/PM teams; ensure clear, consistent communication and messaging.
- Lead incident management: liaise during high-severity incidents and deliver post-incident reports; handle high-level troubleshooting, problem resolution, and customer service queries.
- Own reporting cadence: weekly updates to the account team; create/manage monthly service reviews, chair meetings with customer and account team, produce ad-hoc reports as needed, and attend/lead regular customer meetings.
- Provide service delivery guidance to the Managed Services team; work autonomously and collaboratively; complete required NetApp and customer compliance/onboarding training and certifications.
Education and Experience:- Typically requires a minimum of 12 years of relevant experience
- Hands-on delivery of large storage, cloud, and infrastructure solutions; applies program/project management techniques (PMP preferred) and drives PS initiatives; strong technical knowledge in storage, cloud, and data management.
- Matrix leadership: lead, motivate, and influence cross-functional teams; customer-focused, goal/solutions-oriented; operational command of the business.
- Deep ITIL knowledge for outsourced Managed Services
Compensation:The target salary range for this position is 170,000 - 220,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off, various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
