About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
EMEA Managed Services Delivery Leader
Remote - DE ; Germany; Remote; United KingdomJob Summary
At NetApp, we are a leading provider of NetApp managed services, offering a unique value proposition that specializes in storage management, data protection, disaster recovery, and cloud solutions. Our mission is to help our clients optimize their IT infrastructure and achieve their desired outcomes. We are seeking a highly motivated and results-driven NetApp Managed Services Delivery Leader to join our team who can showcase these differentiators and articulate the value they bring to our clients
As a NetApp Managed Services Delivery Leader, you will be responsible for overseeing the delivery of our Managed Services to customers across Europe. This role requires a strategic thinker with excellent leadership skills and the ability to manage multiple stakeholders to ensure the highest level of service delivery
Role Responsibilities include:
- Customer Accountability: Serve as the primary point of accountability for all European MS customers; ensure customer satisfaction, build relationships with key customers and maintain strong relationships with key stakeholders; oversee SLA management and ensure adherence to delivery SLAs on all accounts; act as the escalation point for all delivery engagements.
- Team Management: line manage a team of Service Delivery Managers; matrix manage offshore administration and delivery resources to ensure effective collaboration and delivery; manage relationships with delivery partners to ensure seamless service delivery.
- Sales Collaboration: work closely with local sales teams to create awareness of our services and capabilities; assist in pre-sales deal pursuits and contribute to the development of proposals and presentations.
- Delivery Excellence: oversee delivery excellence and ensure the highest quality of service for our customers; implement and maintain delivery standards and best practices; ensure that delivery standards are in place and certifications for the business are attained; maintain compliance with industry standards and regulations.
- Technology and Innovation: facilitate customer and/or team requirements into portfolio, innovation and Engineering teams; introduce new technologies and solutions to enhance service delivery, both directly and through our partners, and improve customer outcomes; stay abreast of industry trends and innovations.
- Financial Management: manage the financial aspects of customer delivery to ensure adherence to margin targets; monitor and control budgets, expenditures, and financial performance.
- Transition Management: ensure seamless integration with the MS Transition team; facilitate the handover of new customer engagements into delivery.
Job Requirements
- Proven track record in delivery of IT services, preferably within managed services
- A strong understanding of managed services concepts including ITIL frameworks, service desks, storage management, data protection, disaster recovery, and cloud solutions
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients
- Demonstrated ability to mentor and manage people, both directly and indirectly through matrix management
- Proven capability in capacity management and scaling teams to meet demand
- Self-motivated and target-driven, with a proactive approach to meeting customer experience and margin targets
- Strong negotiation, mediation and conflict-resolution skills
- Strong presentation skills and experience in communicating to c-suite
- Strong commercial understanding and grasp of P&L management
- Expert understanding in ITIL and ITSM systems
- Familiarity with CRM software and sales pipeline management
- Technical aptitude and the ability to understand and articulate technical concepts related to NetApp technology to non-technical audiences
- Strong understanding of service management principles and methodologies
- Familiarity with specific NetApp technologies, tools, or certifications will be advantageous in effectively addressing client needs
Experience Required
- Typically requires a minimum of 10 years’ experience
- Bachelor's degree in business, Information Technology, or a related field is preferred
- Proven experience in a similar role within a Managed Services environment
- Ability to manage multiple priorities and work under pressure
- Financial acumen and experience in managing budgets and financial targets.
- Knowledge of industry standards and certifications (e.g., ITIL, ISO)
- Willingness to travel as required.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email careers@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
Data privacy
We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.
NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.
However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. However, our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website or to our careers@netapp.com email address as outlined above. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.