NetApp Service Delivery Manager 

India, Karnataka, Bengaluru 

546306416

Key Responsibilities:

• Develop and implement effective service readiness strategies for seamless service transitions.
• Establish clear quality acceptance criteria to ensure service excellence.
• Monitor and track delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.
• Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.
• Drive business outcomes, services, and solutions to our (MS)customers
• Responsible for SLA, SLO, and established KPIs
• Ability to drive a high-performance team to deliver consistent value to customers.
• Own employee engagement, retention, and hiring for your team.
• Stakeholder Communication, Collaboration, and Team Development.
• Develop and maintain partnerships with third-party resources, including vendors and suppliers.
• Risk Management, Documentation, Compliance, and Regulatory Adherence.
• As the Owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication with stakeholders, and post-incident review.
• Monitor, control, and support service delivery, Ensuring systems, methodologies, and procedures are in place and followed.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes. Raise internal awareness of customer-impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses

• Hands-on experience in Customer-facing service delivery/technical/account /project management role.
• experience in monitoring and tracking delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.
• Expert knowledge of all ITIL disciplines.
• Hands-on experience in leading project and delivery management.
• Good understanding of Infrastructure stack and Cloud technologies
• Experience in driving high-performance teams to deliver consistent value to customers
• ITIL and any Project Management certifications (such as PMP, CSM, PRICNE2) will be preferred.
• Strong Process knowledge around ITIL-based MS delivery are a must-have
• 24x7 shift support, supporting the 24x7 managed Service projects
• Flexible with timings based on projects managed.
• Available for off-hours calls when needed.

• Bachelor’s or Master’s Degree in Engineering or Science
• 10+ years of experience working in a customer-facing service delivery/technical/account /project management role with a high level of accountability.
• 2+ years of experience in Service Management, Customer-facing technical leader role (design/implementation/ consulting/Managed Services)
• 3-5 years of people management and team management experience leading high-performance teams for large enterprise customers.