Title:  EMEA Managed Services Delivery Leader

Job Summary

At NetApp, we are a leading provider of NetApp managed services, offering a unique value proposition that specializes in storage management, data protection, disaster recovery, and cloud solutions. Our mission is to help our clients optimize their IT infrastructure and achieve their desired outcomes. We are seeking a highly motivated and results-driven NetApp Managed Services Delivery Leader to join our team who can showcase these differentiators and articulate the value they bring to our clients

As a NetApp Managed Services Delivery Leader, you will be responsible for overseeing the delivery of our Managed Services to customers across Europe. This role requires a strategic thinker with excellent leadership skills and the ability to manage multiple stakeholders to ensure the highest level of service delivery

Role Responsibilities include:

• Customer Accountability: Serve as the primary point of accountability for all European MS customers; ensure customer satisfaction, build relationships with key customers and maintain strong relationships with key stakeholders; oversee SLA management and ensure adherence to delivery SLAs on all accounts; act as the escalation point for all delivery engagements.
• Team Management: line manage a team of Service Delivery Managers; matrix manage offshore administration and delivery resources to ensure effective collaboration and delivery; manage relationships with delivery partners to ensure seamless service delivery.
• Sales Collaboration: work closely with local sales teams to create awareness of our services and capabilities; assist in pre-sales deal pursuits and contribute to the development of proposals and presentations.
• Delivery Excellence: oversee delivery excellence and ensure the highest quality of service for our customers; implement and maintain delivery standards and best practices; ensure that delivery standards are in place and certifications for the business are attained; maintain compliance with industry standards and regulations.
• Technology and Innovation: facilitate customer and/or team requirements into portfolio, innovation and Engineering teams; introduce new technologies and solutions to enhance service delivery, both directly and through our partners, and improve customer outcomes; stay abreast of industry trends and innovations.
• Financial Management: manage the financial aspects of customer delivery to ensure adherence to margin targets; monitor and control budgets, expenditures, and financial performance.
• Transition Management: ensure seamless integration with the MS Transition team; facilitate the handover of new customer engagements into delivery.

Job Requirements

• Proven track record in delivery of IT services, preferably within managed services
• A strong understanding of managed services concepts including ITIL frameworks, service desks, storage management, data protection, disaster recovery, and cloud solutions
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients
• Demonstrated ability to mentor and manage people, both directly and indirectly through matrix management
• Proven capability in capacity management and scaling teams to meet demand
• Self-motivated and target-driven, with a proactive approach to meeting customer experience and margin targets
• Strong negotiation, mediation and conflict-resolution skills
• Strong presentation skills and experience in communicating to c-suite
• Strong commercial understanding and grasp of P&L management
• Expert understanding in ITIL and ITSM systems
• Familiarity with CRM software and sales pipeline management
• Technical aptitude and the ability to understand and articulate technical concepts related to NetApp technology to non-technical audiences
• Strong understanding of service management principles and methodologies
• Familiarity with specific NetApp technologies, tools, or certifications will be advantageous in effectively addressing client needs

Experience Required

• Typically requires a minimum of 10 years’ experience
• Bachelor's degree in business, Information Technology, or a related field is preferred
• Proven experience in a similar role within a Managed Services environment
• Ability to manage multiple priorities and work under pressure
• Financial acumen and experience in managing budgets and financial targets.
• Knowledge of industry standards and certifications (e.g., ITIL, ISO)
• Willingness to travel as required.