NetApp Service Delivery Manager 

India, Karnataka, Bengaluru 

402894048

This will include:

• Partner Management; Contract and Compliance Management.
• Conducting Root Cause Analysis
• Reporting and documenting failures in the field, working out improvement plans where necessary.
• Conducting Partner Business Reviews including KPI compliance.
• Financial controls (Forecasting, Purchase Order Management, Invoice review)
• Partner Training Compliance, and Resource Management.
• Metrics reporting and analytics

In addition to working with the Third-Party Maintainers you would be expected to.

• Work with the APAC and global team to drive initiatives and projects to successful conclusion.
• May be required to interact with customers in particular situations, such as an escalation.
• Work with the country management teams to represent the TPM business, including and not limited to Partner’s Performance review, Coverage, Escalation reviews.
• Quality issues may require managing a “get well plan” with the Partner.

• Strong Project Management Skills and experience.
• Experience or knowledge of third-party maintenance is preferred.
• Good Technical and Customer facing Skills.
• Experience with Hardware trouble shooting.
• Operational experience including Financial and Partner Management
• As a professional representative of NetApp Support Organization, excellent written and verbal communication skills in local language and English are mandatory.
• Escalation/problem management experience is preferred.
• Demonstratable time-management skills.
• Strong aptitude for learning new technologies and processes.
• Excellent interpersonal communication and customer service skills to collaborate successfully with cross functional teams, influence behaviour and drive actions.
• Other duties as directed by Management.

Typically requires a Bachelor’s degree, or related field experience. ( at least 8 years of equivalent experience.)