Title:  Service Delivery Manager

Job Summary

As the Service Delivery Manager (SDM), you will lead a dedicated team focused on delivering Managed Services (MS) projects within NetApp's Global Services and Solutions Center (GSSC). Your primary responsibilities will include overseeing all aspects of managed services, ensuring strategic planning, effective delivery, and ongoing improvements of services in a dynamic technology services environment.

Key Responsibilities:  
 

• Develop and implement effective service readiness strategies for seamless service transitions.  
• Establish clear quality acceptance criteria to ensure service excellence.  
• Monitor and track delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.   
• Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.
• Drive business outcomes, services, and solutions to our (MS)customers
• Responsible for 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.
• 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

Job Requirements

• Hands-on experience in Customer-facing service delivery/technical/account /project management role.
• experience in monitoring and tracking delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.
• Expert knowledge of all ITIL disciplines.
• Hands-on experience in leading project and delivery management.
• Good understanding of Infrastructure stack and Cloud technologies
• Experience in driving high-performance teams to deliver consistent value to customers
• ITIL and any Project Management certifications (such as PMP, CSM, PRICNE2) will be preferred.
• Strong Process knowledge around ITIL-based MS delivery are a must-have
• 24x7 shift support, supporting the 24x7 managed Service 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 Service Management, Customer-facing technical leader role (design/implementation/ consulting/Managed Services)
• 3-5 years of people management and team management experience leading high-performance teams for large enterprise customers.