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Title:  Service Delivery Manager


Bangalore, Karnataka, IN, 560071

Requisition ID:  49383
Job Summary

As Manager, Technical Programs you will manage a team focused on the delivery of productivity tools for NetApp Global Services (NGS). These teams are responsible for planning and managing programs to meet service delivery, quality and cost goals. You are responsible for setting program goals, plans and schedules, closely monitoring program execution, driving issue resolution and accepting the responsibility for ensuring successful achievement of program goals. Essential Functions:- Provide management oversight to the technical team of professionals from Global Services Centre (GSC), Product Marketing, Services Marketing, Engineering and IT Customer Support, Engineering Management, Marketing departments, to drive all pertinent issues related to the managed program, project, productivity tool?s life cycle. - Develop, define and execute project plans, schedules, budgets and deliverables. Identify needed resources for 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 and monitor work of program management professional 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 which 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.

Job Requirements
  • Owner of the Incident, Problem, Service Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when requiredAs 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 a technical role (Systems or Storage administration/operations or similar)
  • Technical Program or Project Management experienceExperience of managing 3rd parties and 3rd party delivered services
  • 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 disciplinesExperience in Agile and/or DevOps methods and tools
  • Expert knowledge of ITIL disciplinesGood expertise in any one of the big three Public cloud providers (AWS, Azure & GCP).Very Good understanding of Storage, Backup, Virtualization and Cloud technologies
  • Bachelor’s Degree in engineering or Science
  • 6+ years of experience working in a customer facing service delivery/technical account management role with a high level of accountability
  • 4+ years of experience in a customer facing technical role (design/implementation/ consulting) at a cloud services provider or managed services provider
  • Technical Program or Project Management experience