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NetApp Service Delivery Manager Australia, New South Wales, Sydney 264641460
01.12.2024
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Job Requirements
- 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.
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.
Skills and Experience required
- 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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