NetApp Academy - Managed Services Center Excellence Associate 

United States, Oregon 

885035200

As an Academy - Managed Services Center of Excellence Associate, this entry-level role is specifically designed for recent graduates seeking to gain valuable experience and develop their skills in the managed services field. You will have the opportunity to provide expertise and guidance to support the growth of the managed services business. You will play a crucial role in managing and improving the service delivery processes, ensuring that they align with industry best practices and contribute to the expansion of the business.

Key Responsibilities:

• Service Delivery Management Support:
• Process Improvement: Collaborate with the internal managed services team to assess and improve service delivery processes. Contribute to identifying bottlenecks, streamlining workflows, and implementing automation where possible to drive operational excellence within the team and support scalability for business growth.
• Service Design and Transition Support: Collaborate with the internal team to assist in designing and transitioning services for clients. Contribute to defining service requirements, participating in service designs, and supporting a smooth transition of services into the managed services environment, enabling the team to effectively onboard new clients and expand the business.
• Incident and Problem Management Support: Assist the internal team in resolving incidents and managing problems. Contribute to minimizing service disruptions, improving incident response and resolution times, and proactively identifying and resolving underlying problems to ensure high service availability and customer satisfaction, which are critical for business growth.
• Change and Release Management Support: Support the internal team in managing changes and releases to services. Assist in planning, testing, and implementing changes with minimal impact on business operations, enabling the team to efficiently accommodate the evolving needs of existing clients and onboard new clients.
• Project Management Support: Collaborate with the internal team in project management activities within the managed services COE. Assist in defining project scope, participating in project planning, monitoring progress, and contributing to successful project execution and delivery.
• Vendor Management Support: Collaborate with the internal team in managing vendor relationships and third-party service providers. Assist in monitoring vendor performance and ensuring compliance with service level agreements and contractual obligations to maintain strong partnerships that support the growth of the managed services business.
• Stakeholder Engagement Support: Assist the internal team in engaging with key stakeholders, including clients, to understand their requirements, communicate service delivery updates, and manage expectations. Provide support in preparing regular reports and presentations on service performance and improvement initiatives, demonstrating the value delivered and fostering client satisfaction and loyalty for business growth.
• Team Collaboration: Foster collaboration and knowledge sharing within the internal managed services team across different geographical locations. Contribute to a customer-focused culture, continuous learning, and professional development within the team, empowering them to deliver exceptional services, drive business growth, and support sales activities.

Requirements:

• Strong knowledge of managed services principles, methodologies, and a willingness to learn industry best practices.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL.
• Excellent communication and interpersonal skills to collaborate effectively with internal team members and stakeholders.
• Analytical mindset with the ability to analyze data, identify trends, and provide insights for process improvement and business growth.
• Strong team collaboration and knowledge sharing skills.
• A passion for learning and professional growth in the managed services field.
• Recent graduate with a Bachelor's degree in Computer Science, Information Technology, or a related field.