Title:  Mgr, Technical Programs

Job Summary

As Manager, GSSC you will manage a team focused on the delivery of 24X7 Managed Services projects forNetApp Global Services and Solutions Center (GSSC). These teams are responsible for planning and managingprograms to meet service delivery, quality and cost goals. You are responsible for setting program goals, plansand schedules, closely monitoring program execution, driving issue resolution and accepting the responsibility forensuring successful achievement of program goals. Essential Functions: - Provide management oversight to thetechnical team of professionals from Global Services and Solutions Centre (GSSC). Identify needed resourcesfor projects, define and assign major project roles. - Monitor the program cycle from initiation through delivery,interfacing with external customers or field-based employees on technical matters, as needed. - Assign andmonitor work of GSSC Managed Services team technical staff, providing technical support and direction.- Select,develop, and evaluate personnel to ensure the efficient operation of the function.- Keep senior managementinformed of key issues and changes which may impact expected business results.- Ensure that projects adhereto the company processes and initiate process improvements as needed.- Assume responsibility for results,including costs, methods and staffing, quality of service delivery and continuous improvement.

Job Requirements

Drive business outcomes, services and solutions to our Managed Services customers
• Responsible for Team SLA, SLO and established KPIs
• Ability to drive a high-performance team to deliver consistent value to customer.
• Own employee engagement, retention, hiring for your team.
• Stakeholder communication, Collaboration and Team Development.
• Develop and maintain partnerships with third-party resources, including vendors and suppliers.
• Risk Management, Documentation, Compliance and Regulatory adherence.
• Owner for skill building, creating individual development plans for your team members.
• Own employee engagement, retention, hiring for your team.
• Experience sharing feedback on improvement areas and bringing continuous improvement in service
delivery.
• Owner of the special project assignments, Incident, Problem, Service Request, Change and Escalation
processes, ensuring high levels of performance in these processes, accurate reporting and establishing
service improvement activities when required. As Owner of the escalation process, the Service Delivery
Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective
communication to stakeholders and post incident review.
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in
place and followed. Drive internal and third-party service review meetings covering performance, service
improvements, quality, and processes. Raise internal awareness of customer impacting bugs and/or
issues and drive the appropriate prioritization for fixes and/or responses
• Hands-on experience in leading project and delivery management.
• Service Management or Support in a large-scale and diverse environment of Incident management,
Problem management, Change Management, Event and Service Request management, escalation
procedures and related disciplines. Experience in Agile and/or DevOps methods and tools
• Expert knowledge of ITIL disciplines. Very Good understanding of Storage, Backup, Virtualization and
Cloud technologies
• 24x7 shift support, supporting the 24x7 managed services projects
• Flexible with timings based on projects managed.
• Available for off-hours calls when needed

Education

Bachelor’s or Master’s Degree in Engineering or Science
• 10+ years of experience working in a customer-facing service delivery/technical/account /project
management role with a high level of accountability.
• 5+ years of experience in Project Management, Customer-facing technical leader role
(design/implementation/ consulting/Managed Services) at a Cloud services provider or Managed
services provider
• Technical Program or Project Management experience in handling IT Infra or Data Storage projects.
• 2 years of people management and team management experience leading high-performance teams for
large enterprise customers.
• ITIL and any Project Management certifications (such as PMP, CSM, PRICNE2) will be preferred.
Strong Project Management skills and Process knowledge around ITIL-based MS delivery are a must-
have.