Service Delivery Manager
$170,000–$220,000 year
On-siteHome, Washington, United States
Job Summary
Manage NetApp's Managed Services delivery by coordinating daily team activities, monitoring performance metrics, and coaching staff to maximize organizational contribution. Establish and achieve service outcomes including SLOs, SLAs, and KPIs while driving Service Improvement Plans and ensuring contractual adherence. Lead incident management for high-severity events, handle troubleshooting, and serve as a trusted advisor during customer meetings and project reviews. Oversee data migrations, storage deployments, and multi-vendor platform projects, delivering status reports and dashboards to executive stakeholders. Build relationships across account, support, and management teams to ensure clear communication and resource availability. Requires 12+ years of experience in storage, cloud, and infrastructure solutions with deep ITIL knowledge.
Required Qualifications
- 12 years of relevant experience
- Hands-on delivery of large storage, cloud, and infrastructure solutions
- Program/project management techniques
- Strong technical knowledge in storage, cloud, and data management
- Matrix leadership
- Customer-focused mindset
- Goal/solutions-oriented mindset
- Operational command of the business
- Deep ITIL knowledge for outsourced Managed Services
- Ability to lead, motivate, and influence cross-functional teams
- Ability to drive PS initiatives
Desired Qualifications
- PMP certification
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