{"id":2214276,"url":"https://alion.io/job/netapp-service-delivery-manager-emea-managed-services","title":"Service Delivery Manager - EMEA Managed Services","company":{"id":58700,"name":"NetApp","domain":"netapp.com","url":"https://alion.io/company/netapp","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":90,"open_postings":25,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"closed","first_seen_at":"2026-06-19T09:31:42Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-14T18:52:52Z","board_verified":false,"closed_at":"2026-10-14T18:52:52Z","days_open":117,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":117},"description":"Job Summary\nAt 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.\nAs 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.\nResponsibilities\nCustomer Service Ownership:\nAct as the day-to-day service owner for assigned EMEA Managed Services customers.\nBuild and maintain trusted relationships with customer operational, management and senior stakeholder groups.\nEnsure contractual SLAs, SLOs and key service metrics are monitored, understood and maintained.\nAct as the customer advocate within NetApp, and as NetApp’s representative in customer-facing service situations.\nService Governance and Reporting:\nPrepare and deliver regular customer service operations reporting, including service performance, incidents, risks, actions and improvement activity.\nChair monthly service review meetings with customers and the NetApp account team.\nProvide weekly service updates to the NetApp account team, highlighting service health, key issues, escalations and customer sentiment.\nProduce ad-hoc service reporting and briefing material when required.\nOperational Coordination:\nCoordinate closely with the NetApp Storage Operations team, Technical Support, Project Management, account teams and customers to maintain clear and consistent communication.\nProvide service delivery guidance to operational teams and help ensure customer priorities are understood.\nTrack open actions, risks and service dependencies through to closure.\nSupport onboarding and transition activity for new or changed customer services into steady-state delivery.\nIncident, Problem and Escalation Management:\nLead customer communication and account team coordination during high-severity incidents.\nEnsure timely, accurate and appropriate updates are provided to customers and internal stakeholders.\nCoordinate post-incident reporting, including service impact, timelines, actions and lessons learned.\nSupport high-level troubleshooting and problem resolution by coordinating the right technical resources and maintaining focus on customer outcomes.\nService Improvement and Customer Experience:\nDrive service improvement activity through agreed service improvement plans.\nIdentify trends in incidents, service performance and customer feedback, and work with operational teams to address recurring issues.\nPromote adherence to the Managed Services framework and consistent service management practices.\nContribute ideas and customer feedback into EMEA Managed Services process, tooling and portfolio improvement activity.\nCommercial and Account Alignment:\nWork with the NetApp account team to ensure service delivery is aligned with the customer contract, agreed scope and service expectations.\nSupport account team awareness of service risks, customer satisfaction, service consumption and improvement opportunities.\nHelp identify service growth, renewal or optimisation opportunities through trusted customer engagement and operational insight.\nCompliance, Training and Ways of Working:\nComplete applicable NetApp training and certifications required for the role.\nComplete customer compliance, onboarding and training requirements where applicable.\nWork autonomously when required, while collaborating effectively as part of the wider EMEA Managed Services team.\nMaintain professional, timely and clear communication across customers, internal teams and delivery stakeholders.\n\nRequirements\nRole Requirements\nProven 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.\nStrong understanding of ITIL and IT service management principles, including incident, problem, change, service reporting and continual improvement.\nCustomer-focused approach with the ability to build trust, manage expectations and communicate clearly at operational and management levels.\nAbility to manage multiple customer priorities, service actions and stakeholder relationships simultaneously.\nConfident chairing service review meetings, presenting service performance and driving action-oriented follow-up.\nStrong written communication skills, including production of service reports, post-incident reports and customer updates.\nAbility to influence and coordinate teams in a matrix environment without relying on direct line authority.\nOperational awareness of storage, data protection, disaster recovery and cloud service concepts, with the ability to engage technical teams and translate service context for customers.\nFamiliarity with NetApp technologies, Managed Services tools, service dashboards or customer reporting platforms would be advantageous.\nGoal-oriented, organised and proactive, with a focus on service quality, customer satisfaction and continuous improvement.\nExperience Required\nRequires relevant experience in IT service delivery, managed services, customer success, service operations or a related customer-facing technology role.\nExperience managing customer service reviews, service reporting, operational escalations and service improvement actions.\nExperience working with technical operations teams, support organisations, project teams and account teams to deliver customer outcomes.\nITIL certification or practical ITIL experience is preferred.\nKnowledge of storage, infrastructure operations, data protection, disaster recovery or cloud services is beneficial.\nBachelor’s degree in Business, Information Technology or a related field is preferred, but equivalent practical experience will be considered.\nAbility to work across EMEA time zones and support customer meetings or escalations as required.\nAbility to obtain UK security clearences.\nWillingness to regularly travel for customer, team or business meetings where required. Onsite with the customer ideally twice per week.","description_format":"text","description_chars":6773,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Natural Resources","Cloud Platforms (IaaS & PaaS)","Digital Storage"],"lifecycle":[{"event":"open","at":"2026-10-10T06:19:30Z"},{"event":"close","at":"2026-10-14T18:52:52Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 164 · green card filings: 52","filings_12m":164,"filings_prev_12m":207,"green_card_filings_12m":52,"median_offered_wage_usd":157315,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":10},{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-14T06:20:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/netapp-service-delivery-manager-emea-managed-services","json_url":"https://alion.io/job/netapp-service-delivery-manager-emea-managed-services.json","meta":{"generated_at":"2026-10-15T02:27:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3561,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58700},"rest":"https://alion.io/mcp/rest/get_company?id=58700"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetapp-service-delivery-manager-emea-managed-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetapp-service-delivery-manager-emea-managed-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetapp-service-delivery-manager-emea-managed-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/netapp-service-delivery-manager-emea-managed-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetapp-service-delivery-manager-emea-managed-services"}]}