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Title:  Service Delivery Manager

Location: 

Uxbridge, GB, UB948F

Requisition ID:  27655

Job Summary

Managed Services professional who provides leadership to the organization in the areas of services strategy and offerings, as well as business performance and execution. Responsible for the development of PS standards, policies, and procedures. Drives utilization, increased revenue, and the delivery of billable engagements for NetApp products and services. Has a demonstrated ability to lead based on experience, industry / organizational knowledge, passion, and competence. Works closely with sales and delivery teams to coordinate and oversee the delivery of Managed Services solutions. Promotes the development of strong, cooperative relationships between services professionals and all NetApp organizations. Builds and maintains successful relationships with customers while providing resources necessary to meet customer needs.

As a Service Delivery Manager, you are responsible for managing the day-to-day delivery to NetApp’s Managed Service customers of NetApp’s Managed Service. You will work with the NetApp Storage Operations team, the customer account team and the customer to ensure that agreed service levels 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 NSO team and you will act as the customer advocate within the NetApp account team, and NetApp’s advocate in customer-facing situations.          

DAILY ACTIVITIES AND RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):

  • Ensuring contractual SLAs/SLOs are being met and maintained.
  • Building and maintaining relationships with the customer at various levels – operational, management, senior management, etc.
  • Adherence to Service Management Framework.
  • Driving Service Improvements as per Service Improvement Plan.
  • Liaising/Communicating with the customer and wider account team during high severity incidents.
  • Providing Post Incident Report at conclusion of high severity incidents.
  • Ongoing liaison with NSO, Tech Support, PM, account team and customer to ensure consistent messaging with open lines of communication at all times.
  • Attendance at customer meetings (with technical accompaniment if required).
  • Monthly Service Operations reporting to the customer.
  • Chairing of monthly Service review meetings with customer and NetApp account team.
  • Weekly Service reporting to NetApp account team.
  • Attendance/Chair (if necessary) of regular customer meetings.
  • Produce ad-hoc reporting if/when required.
  • Providing Service Delivery guidance to the NetApp Storage Operations team.
  • High level trouble shooting and problem resolution.
  • Working autonomously when required, or as part of the team when applicable.
  • Responding to Customer’s service related queries.
  • Completion of applicable NetApp training/certification.
  • Completion of Customer’s compliancy training/on-boarding requirements
  • Being a trusted advisor to the customer, the greater account team and the NetApp Storage Operations team.    

Job Requirements

  • Coordinates the day to day activity and direction of staff within a specific discipline. Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance.
  • Responsible for establishing team goals and ensuring goals 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 provide opportunities for on-the-job, computer-based, or classroom training. Responsible for hiring and developing new employees if/when required.
  • Ability to successfully handle multiple, complex projects / engagements simultaneously. Proven experience at developing and maintain 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. Ensures adequate level of resources in place to meet project needs and profitability targets. Oversee chargeability of all delivery resources within a defined geography or service area.

Education & Skills

BSc/BA degree or equivalent related experience. 8+ years -- plus add additional experience requirements needed if you were to fill an open requisition, i.e., knowledge, skills, and abilities.

SKILLS

•  Ability to lead, motivate and direct a workgroup

•  Customer focused.

•  Ability to influence others to achieve results.

•  Possesses operational command of the business.

•  Possesses strong product/technology/industry knowledge.

•  Ability to manage in a matrix environment.

•  Goal Oriented.

•  Presentation skills.


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