Service Delivery Manager 128204
Service Delivery Manager 128204
Posted on :
09-04-2025
Employer Active
1 Vacancy
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Job Description
Job Summary
As the Service Delivery Manager (SDM) you will lead a dedicated team focused on delivering Managed Services (MS) projects within NetApps Global Services and Solutions Center (GSSC). Your primary responsibilities will include overseeing all aspects of managed services ensuring strategic planning effective delivery and ongoing improvements of services in a dynamic technology services environment.
Key Responsibilities:
- Develop and implement effective service readiness strategies for seamless service transitions.
- Establish clear quality acceptance criteria to ensure service excellence.
- Monitor and track delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.
- Experience sharing feedback on improvement areas and bringing continuous improvement in service delivery.
- Drive business outcomes services and solutions to our (MS)customers
- Responsible for SLA SLO and established KPIs
- Ability to drive a highperformance team to deliver consistent value to customers.
- Own employee engagement retention and hiring for your team.
- Stakeholder Communication Collaboration and Team Development.
- Develop and maintain partnerships with thirdparty resources including vendors and suppliers.
- Risk Management Documentation Compliance and Regulatory Adherence.
- As the Owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties effective communication with stakeholders and postincident review.
- Monitor control and support service delivery Ensuring systems methodologies and procedures are in place and followed.
- Drive internal and thirdparty service review meetings covering performance service improvements quality and processes. Raise internal awareness of customerimpacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses
Job Requirements
- Handson experience in Customerfacing service delivery/technical/account /project management role.
- experience in monitoring and tracking delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.
- Expert knowledge of all ITIL disciplines.
- Handson experience in leading project and delivery management.
- Good understanding of Infrastructure stack and Cloud technologies
- Experience in driving highperformance teams to deliver consistent value to customers
- ITIL and any Project Management certifications (such as PMP CSM PRICNE2 will be preferred.
- Strong Process knowledge around ITILbased MS delivery are a musthave
- 24x7 shift support supporting the 24x7 managed Service projects
- Flexible with timings based on projects managed.
- Available for offhours calls when needed.
Education
- Bachelors or Masters Degree in Engineering or Science
- 10 years of experience working in a customerfacing service delivery/technical/account /project management role with a high level of accountability.
- 2 years of experience in Service Management Customerfacing technical leader role (design/implementation/ consulting/Managed Services)
- 35 years of people management and team management experience leading highperformance teams for large enterprise customers.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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