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Service Delivery Manager

2 months ago

North Sydney Council, Australia NetApp Full time

Job Title: Service Delivery Manager

NetApp is seeking a highly skilled Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for managing the day-to-day delivery of services to our customers. This includes leading a team of professionals to ensure that service levels are met, service delivery improvements are continuous, and overall relationships are maintained.

Key Responsibilities:

  • Responsible for achieving assigned metrics per customer requirements (SLO's, SLA's, KPI's etc.)
  • Responsible for the development of standards, policies, and procedures within the environment.
  • Promotes the development of strong, cooperative relationships between services professionals and all NetApp organizations
  • Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed within the Operations team.
  • 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.
  • Ability to successfully handle multiple, complex projects / engagements simultaneously. Proven experience at developing and maintain relationships with other NetApp organizations, customers, clients, and executives.

Daily Activities and Responsibilities:

  • 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.
  • Work closely with the account team to identify opportunities and drive growth.
  • Attendance/Chair (if necessary) of regular customer meetings.
  • Produce ad-hoc reporting if/when required.
  • Providing Service Delivery guidance to the NetApp Storage 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.

Requirements:

  • Ability to lead, motivate and direct a workgroup.
  • Customer focused and proven Service Delivery Management experience.
  • Ability to influence others to achieve results.
  • Possesses operational command of the business.
  • Possesses strong product/technology/industry knowledge.
  • Ability to operate and lead under pressure
  • Eager to take on new challenges adopting a growth mindset.
  • Presentation skills.
  • An understanding of Storage Technologies and the NetApp Portfolio

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