Service Delivery Manager - Storage as a Managed Service

Mgr, Service Delivery Manager

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

• Ensure contractual SLAs/SLOs are met and maintained.
• Build and maintain strong relationships with customers at all levels.
• Drive service improvements as per the Service Improvement Plan.
• Adhere to the Service Management Framework.
• Communicate effectively during high-severity incidents; provide Post-Incident Reports.
• Maintain consistent messaging with Tech Support, Project Managers, and customers.
• Prepare and deliver monthly service reports; chair monthly and quarterly review meetings.
• Provide weekly service updates and ad-hoc reports as required.
• Attend and chair customer meetings when necessary.
• Respond promptly to customer service-related queries.
• Provide service delivery guidance to the Storage Operations team.
• Perform high-level troubleshooting and problem resolution.
• Work autonomously or collaboratively as needed.
• Act as a trusted advisor to customers, account teams, and Storage Operations.

Experience Level

Senior Level