Service Delivery Manager NetApp is an intelligent data infrastructure company turning disruption into opportunity for every customer. We help customers realize new business possibilities by addressing data type, workload, and environment challenges. Job Summary As a Service Delivery Manager, you are responsible for managing the day‑to‑day delivery of NetApp’s Managed Services to customers. You will work with the Managed Services team, the customer account team, and the customer to ensure service objectives are met, continuous improvement is achieved, and relationships are maintained. You will be the primary contact for customer meetings, reporting, and communication, and act as the customer advocate within the NetApp account team. Responsibilities Coordinate the day‑to‑day activity and direction of NetApp teams within a specific discipline; monitor performance through observation and provide coaching and motivation to maximize employee contribution. Establish service outcomes and goals and ensure they are met; achieve assigned metrics (SLOs, SLAs, KPIs). Impart industry and technical knowledge, develop and advance skill sets, pursue training, and keep abreast of NetApp’s product strategy to create managed services solutions. Handle multiple complex projects and engagements simultaneously; develop and maintain relationships with other NetApp organizations, customers, clients, and executives. Oversee engagements at client sites, work with Project Management to develop implementation plans, ensure resources meet project needs and profitability targets, and oversee chargeability of delivery resources. Act as a trusted advisor to the customer, the greater account team, and the NetApp Storage Operations team. Drive project reviews for management and customers, present status reports, dashboards, and presentations to C‑level stakeholders. Daily Activities Provide project/program support for data migrations and storage platform deployments; ensure contractual SLAs/SLOs and Service Management Framework adherence; drive Service Improvement Plans. Act as a trusted advisor; build and maintain relationships across customer levels and NetApp teams; ensure clear, consistent communication. Lead incident management: liaise during high‑severity incidents, deliver post‑incident reports, handle high‑level troubleshooting and problem resolution. Own reporting cadence: weekly updates to the account team; create and manage monthly service reviews; produce ad‑hoc reports as needed; attend and lead regular customer meetings. Provide service delivery guidance to the Managed Services team; work autonomously and collaboratively; complete required NetApp and customer compliance/onboarding training and certifications. Education and Experience Minimum of 12 years of relevant experience. Hands‑on delivery of large storage, cloud, and infrastructure solutions; applies program and project management techniques (PMP preferred) and drives professional services initiatives. Matrix leadership: lead, motivate, and influence cross‑functional teams; customer‑focused, goal‑oriented; operational command of the business. Deep ITIL knowledge for outsourced Managed Services. Compensation Target salary range: $131,750 – $170,500 USD. Compensation will be determined by location, qualifications, experience, and education. Packages are competitive and include a comprehensive benefits package such as health insurance, life insurance, retirement/pension plans, paid time off, leave options, performance‑based incentives, employee stock purchase plan, and/or restricted stock units. Benefits may vary by region and are governed by local laws and regulations. Equal Opportunity Employer NetApp is firmly committed to Equal Employment Opportunity (EEO) and compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification. Benefits & Work Environment We embrace a hybrid working environment designed to strengthen connection, collaboration, and culture. Most roles will have some level of in‑office and/or in‑person expectations, which will be discussed during the recruitment process. Additional benefits include volunteer time off (40 hours per year), comprehensive medical, dental, wellness, and vision plans, educational assistance, legal services, access to discounts, and financial savings programs to help you plan for the future. Why NetApp? We help customers turn challenges into business opportunities by combining fresh thinking with proven approaches tailored to each customer’s unique needs. We value collaboration, partner across the organization, and continuously innovate. If you want to build knowledge and solve big problems, let’s talk. #J-18808-Ljbffr NetApp
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