Title:  Mgr, Technical Programs

Job Summary

As Manager, GSSC you will manage a team focused on the delivery of Managed Services (MS) projects for NetApp Global Services and Solutions Center (GSSC). You are responsible for setting program goals, plans, and schedules, closely monitoring program execution, driving issue resolution, and accepting the responsibility for ensuring the achievement of program goals. Provide management oversight to the technical team of professionals from GSSC. Identify needed resources for projects and 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 and monitor the work of GSSC MS team technical staff, providing technical support and direction. Select, develop, and evaluate personnel to ensure the efficient operation of the function. Keep senior management informed of key issues and changes that may impact expected business results. Ensure that projects adhere to 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 (MS)customers

· Responsible for Team SLA, SLO, and established KPIs

· Ability to drive a high-performance team to deliver consistent value to customers.

· Own employee engagement, retention, and 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, and hiring for your team.

· Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.

· As the Owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication with 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.

· Expert knowledge of all ITIL disciplines. Very Good understanding of Storage, Backup, Virtualization, and Cloud technologies

· 24x7 shift support, supporting the 24x7 (MS)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.

· 2+ years of experience in Project Management, Customer-facing technical leader role (design/implementation/ consulting/Managed Services) at a Cloud services provider or (MS)provider

· Technical Program or Project Management experience in handling IT Infra or Data Storage projects.

· 3-5 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