Technical Service Delivery Lead
1 month ago
The Technical Service Delivery Lead is a crucial role within NetApp's Managed Service team, responsible for ensuring seamless day-to-day delivery to our esteemed customers. This position demands a proven ability to lead and direct workgroups, driving results through influence and operational command.
With a customer-centric approach and extensive Service Delivery Management experience, the successful candidate will be responsible for achieving assigned metrics per customer requirements, while developing standards, policies, and procedures within the environment. Strong product/technology/industry knowledge is essential, along with the ability to operate and lead under pressure, adopting a growth mindset to tackle new challenges.
Key Responsibilities
• Ensure contractual SLAs/SLOs are met and maintained through close collaboration with the customer and wider account team.
• Develop and maintain relationships with the customer at various levels – operational, management, senior management, etc., fostering open lines of communication and consistent messaging throughout.
• Drive Service Improvements as per Service Improvement Plan, adhering to the Service Management Framework.
• Provide Post Incident Report at conclusion of high severity incidents, working closely with NSO, Tech Support, PM, account team, and customer.
• Attend customer meetings (with technical accompaniment if required), chair monthly Service review meetings with customer and NetApp account team, and produce ad-hoc reporting as needed.
• Work closely with the account team to identify opportunities and drive growth, utilizing industry and technical knowledge to continuously develop and advance skill sets within the Operations team.
• Respond to Customer's service related queries, complete applicable NetApp training/certification, and fulfill Customer's compliancy training/on-boarding requirements.
Requirements
This role requires a strong understanding of Storage Technologies and the NetApp Portfolio, along with presentation skills, and an eagerness to take on new challenges. A comprehensive salary package is offered for this exciting opportunity, estimated at AU$120,000 - AU$150,000 per annum, depending on qualifications and experience.
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