NetApp - Service Delivery Manager

Job Summary:

- The Service Delivery Manager is responsible for managing the day-to-day delivery of NetApp's Storage as a Managed Service to customers. This role ensures contractual SLAs and SLOs are met, drives service improvements, and maintains strong customer relationships.

- Acting as the primary point of contact for meetings, reporting, and communication, the Service Delivery Manager serves as the customer advocate within NetApp and NetApp's representative in customer-facing situations. The position promotes service delivery best practices, alignment with standards, and provides leadership to teams supporting service delivery.

Job Requirements:

- Technology: Broad technology awareness; understanding of client IT environments; proficiency in ITIL processes; ability to discuss technology changes and their business impact.

- Customer: Identify and manage service improvements to increase client satisfaction; ensure satisfactory delivery of services; foster strong client relationships.

- People: Support staff development through coaching and mentoring; monitor performance and provide feedback; work collaboratively with account management teams.

- Business: Integrate new and existing service offerings; support new business proposals; ensure SLA compliance; focus on best practices and standards.

- Financial: Manage budgets and expenditures within approved allocations; drive cost competitiveness to meet financial goals.

- Education & Experience: Minimum 8 years of related experience with a Bachelor's degree, or 8 years with a Master's degree, or equivalent experience.

Job Responsibilities:

- Ensure contractual SLAs/SLOs are met and maintained.

- Build and maintain strong relationships with customers at all levels.

- Drive service improvements as per the Service Improvement Plan.

- Adhere to the Service Management Framework.

- Communicate effectively during high-severity incidents; provide Post-Incident Reports.

- Maintain consistent messaging with Tech Support, Project Managers, and customers.

- Prepare and deliver monthly service reports; chair monthly and quarterly review meetings.

- Provide weekly service updates and ad-hoc reports as required.

- Attend and chair customer meetings when necessary.

- Respond promptly to customer service-related queries.

- Provide service delivery guidance to the Storage Operations team.

- Perform high-level troubleshooting and problem resolution.

- Work autonomously or collaboratively as needed.

- Act as a trusted advisor to customers, account teams, and Storage Operations.

Role: Service Delivery Manager

Industry Type: Software Product

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Service Delivery