Job Summary The Service Delivery Manager is responsible for managing the day-to-day delivery of NetApp’s Storage as a Managed Service to customers. This role ensures contractual SLAs and SLOs are met, drives service improvements, and maintains strong customer relationships. Acting as the primary point of contact for meetings, reporting, and communication, the Service Delivery Manager serves as the customer advocate within NetApp and NetApp’s representative in customer-facing situations. The position promotes service delivery best practices, alignment with standards, and provides leadership to teams supporting service delivery.
Job Requirements
Technology: Broad technology awareness; understanding of client IT environments; proficiency in ITIL processes; ability to discuss technology changes and their business impact.
Customer: Identify and manage service improvements to increase client satisfaction; ensure satisfactory delivery of services; foster strong client relationships.
People: Support staff development through coaching and mentoring; monitor performance and provide feedback; work collaboratively with account management teams.
Business: Integrate new and existing service offerings; support new business proposals; ensure SLA compliance; focus on best practices and standards.
Financial: Manage budgets and expenditures within approved allocations; drive cost competitiveness to meet financial goals.
Education & Experience: Minimum 15 years of related experience with a Bachelor’s degree, or 8 years with a Master’s degree, or equivalent experience.
Job Responsibilities
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp? We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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