Delivery Enablement Manager, Professional Services

As a GDRE (Global Delivery Resourcing and Execution) Delivery Enablement Manager (DEM), you are in a role that is essential to the success of the Global Project Delivery at NetApp. You will deliver outstanding support services to our GDRE Associate Project Manager (APM), Field Project (PM) Manager (FPM), Financial Operations, Resource Managers (RM) and other project stakeholders, including working closely with a team of corporate based Business Analysts and internal IT teams as well as with the end users of the business systems and applications.

This position requires strong process aptitude as well as customer support soft skills. There is a requirement for the person in this role to support other team members in ensuring that the business support provided by the team is timely and complete. This means that the role requires that the person be involved in the provision of daily support activities as the business needs it including working within a ticket tracking application, understanding processes; including the ability to understand the issue and take corrective action as required. This is a challenging position with the opportunity to directly impact customer satisfaction.

In this position, you will also be responsible for coordinating and overseeing professional services projects for NetApp's clients. The ideal candidate will be in charge of managing all project-related processes and internal systems to ensure successful project delivery aligned with organizational objectives and project closure procedures.

The position requires assistance to Project Stakeholders to define the project scope, resource needs, foster effective customer engagement, and oversee collaboration among technical teams.

• Perform problem analysis, triage, correction of issue, and root cause analysis, including engaging technical resources when necessary
• Proactively improve the user experience by identifying, recommending and implement process improvements to ensure a positive customer experience
• Involvement in support quality management; including metrics analysis, quality checks, and process improvements
• Confirm scope of engagements with customer and account team, obtain timeline and source projects based on skill set requirements and geographic location
• Communication Skills- Able to document clear understanding of the issue and action plans while also providing timely status updates
• Often responsible for non-routine and unstructured tasks, requiring creative solutions
• Ability to work collaboratively in a fast-paced environment and with business maturity to balance demands and changing priorities
• Ability to apply learned experiences and knowledge in solving routine to moderately complex problems
• Effectively communicate with employees in other departments and functions
• Be a proactive contributor and subject matter expert
• Queue management support and assignment
• Training content development and training delivery as required
• Generate team status reports
• Follow up on open items
• Analyze impact of system changes on process, document and communicate the changes
• Basic Microsoft Applications Experience: Excel, Outlook, Word, Power Point
• Own the PS Escalations and be accountable for meeting KPIs of Customer Escalation Process and other functions of Global Customer Experience programs and operations.

Mandatory Requirement

• Should be flexible to work in 24*7 shifts (including weekends). We work in 4 shifts (6 AM to 3PM, 2 PM to 11 PM, 5 PM to 2 AM and 10 PM to 7 AM) at this time, but it is subject to change as per business requirements. The shifts can be rotational or non-rotational and as per the Roster. The candidate should apply for this position only if they are in agreement with the shift requirements.
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and ambiguous situations.
• Must adhere to NetApp’s Thrive Together requirements. The current requirement for Bangalore based employees is to work from office for 2 days per week.
• The team is currently undergoing Rebranding; there is possibility that the responsibilities can be revised sooner or later. Candidates should apply if they are adaptive to changing business needs, responsibilities, willing to cross skill, contribute to learning and new process implementations.
• Candidates must demonstrate adaptability and flexibility in assuming new and changing responsibilities and actively contribute to balancing the team's workload.

• Ticket Management and Troubleshooting: Working in Ticket system and managing progress as per Service Level Agreements.
• User Acceptance Testing- Support monthly releases and conduct user acceptance testing on key initiatives
• Project Creation: Creating the PSA projects in Pulse (NetApp custom tool interfaced with Oracle Projects module) according to the guidelines. Send out an email to all responsible Service Coordinators listing the newly created projects for their respective areas.
• Line Splits: Local Country PS Operations will identify a need to split the initial T&M effort over multiple order lines i.e. an order line of 10 days can be split to 2 order lines of 5 days. Once the Sales Order line is adjusted (split to multiple lines) the corresponding PSA Project Task will need to be adjusted/split to reflect correct quantities.
• Transfer of Hours: Time adjustments can be time submissions or transfer of hours. Once the resource is no longer able to submit the time through the timecard tool in Pulse, local coordination can request to have the hours submitted to project tasks on behalf of the assigned resources in Pulse or PSA.
• Cancelation/Credit/Rebill: A compliance report is run in Pulse to check for Sales Orders that have been Canceled/Credited. This report captures any changes to previously booked sales orders in the form of a cancellation, a credit and a credit and re-bill of the Sales Order (line) or a Termination of a service contract (containing installation services). You will be responsible to ensure all pending cancel/credit/rebill/terminations are reflected correctly in the project tasks.
• FPM Support: Assist Field Project Manager in various Pulse Support, resource allocation, tasks and project closure, single POC for transfer of hours, line split, progress tracking and reporting, generating and upload certificate of completion.
• Cx (Customer Experience) Responsibilities: Own the projects, collaborate with teams and meet the KPIs as per Global requirements.

Associate Project Manager Responsibilities:

o Collaborate with cross-functional teams to ensure smooth project execution and resource alignment.

o Work closely with customers and account teams to determine the scope of work and LOE required.

o Work with program managers to obtain dates for scheduling and assist with questions concerning order details.

o Work closely with the resource management team to identify and align skill requirements and resources.

o Drive the delivery of existing PS capabilities through a simplified approach to triage.

• Typically requires a minimum of 3- 5 years of related experience.
• Completed Bachelors or Masters Degree