Service Delivery Manager
NetApp
full-time
Posted on:
Location Type: Office
Location: Mumbai • India
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About the role
- 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.
Requirements
- Minimum 15 years of related experience with a Bachelor’s degree, or 8 years with a Master’s degree, or equivalent experience.
- Broad technology awareness; understanding of client IT environments; proficiency in ITIL processes; ability to discuss technology changes and their business impact.
- Identify and manage service improvements to increase client satisfaction; ensure satisfactory delivery of services; foster strong client relationships.
- Support staff development through coaching and mentoring; monitor performance and provide feedback; work collaboratively with account management teams.
- Integrate new and existing service offerings; support new business proposals; ensure SLA compliance; focus on best practices and standards.
- Manage budgets and expenditures within approved allocations; drive cost competitiveness to meet financial goals.
Benefits
- N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITIL processesservice delivery guidancetroubleshootingproblem resolutionservice improvementbudget managementperformance monitoringcoachingmentoringSLA compliance
Soft Skills
relationship buildingcommunicationcollaborationautonomytrustworthinesscustomer servicereportingpresentationfeedback provisionclient satisfaction