Service Delivery Manager

Job Summary

As an APAC Third-Party Maintainer Service Delivery Manager, you will work individually and be part of a team committed to providing the best levels of break/ fix service to NetApp’s customer base. You will be reporting to Global TPM Services Management. 
Excellent customer service skills, good partner management, and a basic level technology know-how is needed to work successfully in this role where customer satisfaction is the ultimate goal. 
In close collaboration with other parts of NetApp Support, you oversee an optimal delivery of onsite, support activities for the customer and provide an effective management of the Partners delivering the service.
A major part of your responsibility will be to provide direction and management to named partners across APAC. 

This will include:

• Partner Management; Contract and Compliance Management.
• Conducting Root Cause Analysis
• Reporting and documenting failures in the field, working out improvement plans where necessary.
• Conducting Partner Business Reviews including KPI compliance.
• Financial controls (Forecasting, Purchase Order Management, Invoice review)
• Partner Training Compliance, and Resource Management.
• Metrics reporting and analytics

In addition to working with the Third-Party Maintainers you would be expected to.

• Work with the APAC and global team to drive initiatives and projects to successful conclusion.
• May be required to interact with customers in particular situations, such as an escalation.
• Work with the country management teams to represent the TPM business, including and not limited to Partner’s Performance review, Coverage, Escalation reviews.
• Quality issues may require managing a “get well plan” with the Partner.

Job Requirements

• Strong Project Management Skills and experience.
• Experience or knowledge of third-party maintenance is preferred.
• Good Technical and Customer facing Skills.
• Experience with Hardware trouble shooting. 
• Operational experience including Financial and Partner Management 
• As a professional representative of NetApp Support Organization, excellent written and verbal communication skills in local language and English are mandatory.
• Escalation/problem management experience is preferred. 
• Demonstratable time-management skills.
• Strong aptitude for learning new technologies and processes.
• Excellent interpersonal communication and customer service skills to collaborate successfully with cross functional teams, influence behaviour and drive actions.
• Other duties as directed by Management.

Education

Typically requires a Bachelor’s degree, or related field experience. ( at least 8 years of equivalent experience.)