NetApp Service Delivery Manager 

Australia, New South Wales, Sydney 

913314253

As a Service Delivery Manager, you are

• Responsiblefor achieving assigned metrics per customer requirements (SLO’s, SLA’s, KPI’s etc.)•
• Responsiblefor 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.

• 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.

• 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