Technical Services Director

2 days ago


Dubai, Dubai, United Arab Emirates NetApp, Inc. Full time
Job Overview

The Technical Services Director will lead a dedicated team focused on delivering exceptional managed services within NetApp's Global Services and Solutions Center. This role oversees all aspects of managed services, ensuring strategic planning, effective delivery, and ongoing improvements in a dynamic technology services environment.

Key Responsibilities
  1. Develop and implement service readiness strategies for seamless service transitions.
  2. Establish clear quality acceptance criteria to ensure service excellence.
  3. Monitor and track delivery metrics and Key Performance Indicators (KPIs) to assess service effectiveness.
  4. Share feedback on improvement areas and drive continuous improvement in service delivery.
  5. Drive business outcomes, services, and solutions to customers.
  6. Responsible for Service Level Agreements (SLAs), Service Level Objectives (SLOs), and established KPIs.
  7. Drive a high-performance team to deliver consistent value to customers.
  8. Own employee engagement, retention, and hiring for the team.
  9. Facilitate stakeholder communication, collaboration, and team development.
  10. Develop and maintain partnerships with third-party resources, including vendors and suppliers.
  11. Manage risk, documentation, compliance, and regulatory adherence.
  12. Take ownership of the escalation process and ensure coordination of resolving parties, effective communication with stakeholders, and post-incident review.
  13. Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed.
  14. Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.

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