Title:  Service Delivery Manager

Job Summary:

As a Service Delivery Manager, you are responsible for managing the day-to-day delivery to NetApp’s customers of NetApp’s Managed Services. You will work with the NetApp Managed Services team, the customer account team, and the customer to ensure that agreed service objectives are met, service delivery improvements are ongoing, and that customer relationships are maintained. You will be the primary contact for customer meetings, customer reporting, and customer communication between the customer and the MS team. You will also act as the customer advocate within the NetApp account team and NetApp’s advocate in customer-facing situations. You will also participate in project planning data migrations activities between multi-vendor storage technology platforms.

You Will:

• Coordinate the day-to-day activity and direction of NetApp teams within a specific discipline. Monitor job performance through direct observation and provide necessary coaching, counselling, and motivation to maximize employee contribution and organizational performance
• Be responsible for establishing service outcomes and goals and ensuring they are met. Responsible for achieving assigned metrics for the organization (SLO’s, SLA’s, KPI’s etc.).
• Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed to grow the organization. Ensure goals are updated on a regular basis and undertake opportunities for on-the-job, computer-based, or classroom training. Responsible for hiring and developing new employees if/when required. Work continuously to keep apprised of NetApp’s product strategy with regard to hybrid, cloud, and managed fabric solutions, and create managed services solutions for customers with this in mind.  
• Have the ability to successfully handle multiple, complex projects/engagements simultaneously. Proven experience in developing and maintaining relationships with other NetApp organizations, customers, clients, and executives.
• Oversee engagements at client sites and work with Project Management when needed to develop implementation plans. Ensure an adequate level of resources is in place to meet project needs and profitability targets. Oversee chargeability of all delivery resources within a defined geography or service area.
• Be a trusted advisor to the customer, the greater account team, and the NetApp Storage Operations team.
• Drive project reviews for management and customers with the ability to present status reports, dashboards, and presentations to C-level stakeholders.

Daily Activities:

• Project/program support for data migrations and storage platform deployments; ensure contractual SLAs/SLOs and Service Management Framework adherence; drive Service Improvement Plans.
• Act as a trusted advisor; build and maintain relationships across customer levels and the NetApp account/Managed Services/PS/Support/PM teams; ensure clear, consistent communication and messaging.
• Lead incident management: liaise during high-severity incidents and deliver post-incident reports; handle high-level troubleshooting, problem resolution, and customer service queries.
• Own reporting cadence: weekly updates to the account team; create/manage monthly service reviews (chair meetings with customer and account team); produce ad-hoc reports as needed; attend/lead regular customer meetings.
• Provide service delivery guidance to the Managed Services team; work autonomously and collaboratively; complete required NetApp and customer compliance/onboarding training and certifications. 

Education and Experience:

• Typically requires a minimum of 12 years of relevant experience
• Hands-on delivery of large storage, cloud, and infrastructure solutions; applies program/project management techniques (PMP preferred) and drives PS initiatives; strong technical knowledge in storage, cloud, and data management.
• Matrix leadership: lead, motivate, and influence cross-functional teams; customer-focused, goal/solutions-oriented; operational command of the business.
• Deep ITIL knowledge for outsourced Managed Services