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.

Other facts

Tech stack

Service Delivery Management,Customer Relationship Management,ITIL Processes,Service Improvement,Performance Monitoring,Coaching,Budget Management,Communication,Troubleshooting,Problem Resolution,Team Leadership,SLA Compliance,Reporting,Client Satisfaction,Technology Awareness,Collaboration

About NetApp, Inc.

Build an intelligent data infrastructure with NetApp that brings it all together — a smarter way to let data thrive. Any application, any data, anywhere.

Team size: 10,001+ employees

Website: https://www.netapp.com/

LinkedIn: Visit

Industry: Software Development

Founding Year: 1992

What you'll do

The Service Delivery Manager ensures that contractual SLAs and SLOs are met while driving service improvements and maintaining strong customer relationships. They act as the primary point of contact for communication and reporting, providing guidance to the Storage Operations team.

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Frequently Asked Questions

What does a Mgr, NGS Programs do at NetApp, Inc.?

As a Mgr, NGS Programs at NetApp, Inc., you will: the Service Delivery Manager ensures that contractual SLAs and SLOs are met while driving service improvements and maintaining strong customer relationships. They act as the primary point of contact for communication and reporting, providing guidance to the Storage Operations team..

Why join NetApp, Inc. as a Mgr, NGS Programs?

NetApp, Inc. is a leading Software Development company.

Is the Mgr, NGS Programs position at NetApp, Inc. remote?

The Mgr, NGS Programs position at NetApp, Inc. is based in Mumbai, India. Contact the company through Clera for specific work arrangement details.

How do I apply for the Mgr, NGS Programs position at NetApp, Inc.?

You can apply for the Mgr, NGS Programs position at NetApp, Inc. directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about NetApp, Inc. on their website.