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Job Summary
At NetApp, our EMEA Managed Services team helps customers operate, protect and optimise their NetApp environments through reliable service management, storage operations, data protection, disaster recovery and cloud-aligned managed service capabilities. We are seeking a customer-focused Service Delivery Manager to own the day-to-day delivery experience for assigned Managed Services customers and ensure services are delivered consistently, professionally and in line with agreed outcomes.
As a Service Delivery Manager, you will act as the primary service contact between the customer, the NetApp account team and the NetApp Storage Operations team. You will manage service reviews, customer communications, service reporting, operational follow-up and service improvement activity, ensuring contractual service levels are understood, monitored and maintained. This role requires strong service management discipline, clear communication, and the ability to coordinate across technical, commercial and customer stakeholders in a matrix environment.
Responsibilities
Customer Service Ownership:
- Act as the day-to-day service owner for assigned EMEA Managed Services customers.
- Build and maintain trusted relationships with customer operational, management and senior stakeholder groups.
- Ensure contractual SLAs, SLOs and key service metrics are monitored, understood and maintained.
- Act as the customer advocate within NetApp, and as NetApp’s representative in customer-facing service situations.
Service Governance and Reporting:
- Prepare and deliver regular customer service operations reporting, including service performance, incidents, risks, actions and improvement activity.
- Chair monthly service review meetings with customers and the NetApp account team.
- Provide weekly service updates to the NetApp account team, highlighting service health, key issues, escalations and customer sentiment.
- Produce ad-hoc service reporting and briefing material when required.
Operational Coordination:
- Coordinate closely with the NetApp Storage Operations team, Technical Support, Project Management, account teams and customers to maintain clear and consistent communication.
- Provide service delivery guidance to operational teams and help ensure customer priorities are understood.
- Track open actions, risks and service dependencies through to closure.
- Support onboarding and transition activity for new or changed customer services into steady-state delivery.
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Incident, Problem and Escalation Management:
- Lead customer communication and account team coordination during high-severity incidents.
- Ensure timely, accurate and appropriate updates are provided to customers and internal stakeholders.
- Coordinate post-incident reporting, including service impact, timelines, actions and lessons learned.
- Support high-level troubleshooting and problem resolution by coordinating the right technical resources and maintaining focus on customer outcomes.
Service Improvement and Customer Experience:
- Drive service improvement activity through agreed service improvement plans.
- Identify trends in incidents, service performance and customer feedback, and work with operational teams to address recurring issues.
- Promote adherence to the Managed Services framework and consistent service management practices.
- Contribute ideas and customer feedback into EMEA Managed Services process, tooling and portfolio improvement activity.
Commercial and Account Alignment:
- Work with the NetApp account team to ensure service delivery is aligned with the customer contract, agreed scope and service expectations.
- Support account team awareness of service risks, customer satisfaction, service consumption and improvement opportunities.
- Help identify service growth, renewal or optimisation opportunities through trusted customer engagement and operational insight.
Compliance, Training and Ways of Working:
- Complete applicable NetApp training and certifications required for the role.
- Complete customer compliance, onboarding and training requirements where applicable.
- Work autonomously when required, while collaborating effectively as part of the wider EMEA Managed Services team.
- Maintain professional, timely and clear communication across customers, internal teams and delivery stakeholders.
Requirements
Role Requirements
- Proven experience in service delivery, service management or customer-facing IT operations, ideally within a managed services environment connected to an enterprise technology vendor, product company or infrastructure platform provider.
- Strong understanding of ITIL and IT service management principles, including incident, problem, change, service reporting and continual improvement.
- Customer-focused approach with the ability to build trust, manage expectations and communicate clearly at operational and management levels.
- Ability to manage multiple customer priorities, service actions and stakeholder relationships simultaneously.
- Confident chairing service review meetings, presenting service performance and driving action-oriented follow-up.
- Strong written communication skills, including production of service reports, post-incident reports and customer updates.
- Ability to influence and coordinate teams in a matrix environment without relying on direct line authority.
- Operational awareness of storage, data protection, disaster recovery and cloud service concepts, with the ability to engage technical teams and translate service context for customers.
- Familiarity with NetApp technologies, Managed Services tools, service dashboards or customer reporting platforms would be advantageous.
- Goal-oriented, organised and proactive, with a focus on service quality, customer satisfaction and continuous improvement.
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Experience Required
- Requires relevant experience in IT service delivery, managed services, customer success, service operations or a related customer-facing technology role.
- Experience managing customer service reviews, service reporting, operational escalations and service improvement actions.
- Experience working with technical operations teams, support organisations, project teams and account teams to deliver customer outcomes.
- ITIL certification or practical ITIL experience is preferred.
- Knowledge of storage, infrastructure operations, data protection, disaster recovery or cloud services is beneficial.
- Bachelor’s degree in Business, Information Technology or a related field is preferred, but equivalent practical experience will be considered.
- Ability to work across EMEA time zones and support customer meetings or escalations as required.
- Ability to obtain UK security clearances.
- Willingness to regularly travel for customer, team or business meetings where required. Onsite with the customer ideally twice per week.
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