You ll be accountable for outcomes from outsourced/managed services, driving reliability, resilience and value at scale together with strategic suppliers. The scope includes enterprise backup and recovery, file and block storage, capacity planning, cost steering, and continuous improvement of the service roadmap. This role partners closely with Platform Core teams, Security, Compliance and Product organizations to ensure observability, recovery readiness (RPO/RTO), and auditability are built into the service and reflected in supplier deliverables.
- Backup & Recovery: Steer our strategic Rubrik Security Cloud adoption across on-premises and Azure workloads; monitor progress of legacy decommissioning and ensure restore reliability at scale. Switch focus from backup to enable restore and resilience for cybersecurity threats.
- File, Block & Object Storage: Oversee Dell-based file, block, and object storage solutions on-premises (such as Dell PowerScale, PowerStore, and ECS), supporting enterprise workloads and ensuring robust capacity, performance, data protection, and lifecycle management. For cloud environments, manage NetApp-based storage platforms (e. g. , NetApp Cloud Volumes) to deliver seamless integration, scalability, and operational transparency across all storage types.
Main responsibilities
- Service Ownership & Strategy
- Own the
service vision and roadmap
for Backup & Storage, aligning with Digital Platform strategy and enterprise capability goals; translate strategy into measurable objectives and vendor requirements. - Use performance data, incident learnings and stakeholder feedback to continuously evolve the service (targeting improved stability, faster restore times, and better user experience).
- Governance & Vendor Accountability
- Lead the governance framework for outsourced/managed services: contractual follow up, QBR/MBR reviews, risk management, financials (incl. cost/performance trade offs), and continuous improvement.
- Ensure suppliers remain accountable for resilience and compliance with SLAs, KPIs and SLOs; treat contracts as living instruments for service steering and value delivery
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Requirements & Service Specification
- Capture/structure stakeholder needs and translate them into measurable vendor deliverables and change roadmaps, covering both functional and non functional requirements (observability, recovery, compliance, security).
- Prioritize service evolution based on impact, business value, and alignment with strategy.
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Operational Transparency & Compliance
- Secure operational transparency, ensure clear observability/telemetry, reporting, and actionable incident learnings from suppliers; be data driven in follow up and the tracking, analyses and response to issues
- Drive audit readiness and continuity planning (e. g. , restore tests, DR exercises, RPO/RTO validation), embedding regulatory, security and audit controls into vendor agreements and operations.
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Stakeholder Leadership & Experience
- Represent internal stakeholders in supplier discussions to ensure business value and user needs are reflected in service delivery; facilitate structured feedback loops between consumers and suppliers.
- Safeguard seamless ITSM integration (e. g. , incident/problem/change, service catalog/reporting) and a coherent user experience across enterprise platforms.
What youll bring
- Proven Service Manager (or Service Owner for outsourced services) with deep experience in governing managed services, vendor performance and contract steering in an enterprise context.
- Strong grounding in backup & recovery and enterprise storage across on prem and cloud: e. g. , Rubrik (strategic), NetApp (on prem/cloud), and lifecycle/capacity management. Experience guiding migration off legacy backup platforms is a plus.
- Comfortable turning business strategy into measurable objectives and SLA/SLO/SLI models, with hands on performance follow up and continuous improvement discipline
- Solid ITSM literacy (incident/problem/change, service catalog/reporting), with demonstrated ability to drive transparency and operational readiness together with suppliers and internal teams.
- Skilled in stakeholder leadership and communication from engineers to executives balancing strategic direction with structured follow up and clear accountability.
- Familiarity with security, compliance and audit requirements for infrastructure services (e. g. , recovery testing, data retention, evidencing controls).
Nice to have
- Exposure to FinOps/cost steering for storage/backup footprints; automation mindset; experience with reliability concepts (error budgets) and observability practices.
