Service Delivery Manager
Pure StoragePosted February 24, 2025
Bangalore, Karnataka
Energy ManagementFull Time
Job Description
The Service Delivery Manager will act as the primary representative for Pure Storage's support organization in the region, ensuring customer success by managing relationships, addressing escalations, and delivering support presentations. This role requires strong communication skills and the ability to work cross-functionally to advocate for customer needs and resolve issues.
Responsibilities
- •Serve as the primary representative for Pure's support organization in the region.
- •Deliver support presentations and incident reports to customers and prospects.
- •Act as a trusted support adviser for internal and external customers.
- •Advocate for customer needs and ensure their voice is heard across organizations.
- •Solicit feedback on the overall Pure experience and channel it to the support organization.
- •Manage customer and ASP escalations and expectations.
- •Take ownership of crises and coordinate with cross-functional teams for resolution.
Requirements
- •Minimum of 7 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- •Experience in Account Management, Escalation Management and Technical Industry.
- •Proven ability to establish ownership and manage critical escalations from initial report to closure.
- •Critical Incident Management experience required.
- •Strong written, verbal, and presentation skills, including the ability to deliver technical Incident Reports and Root Cause Analysis documents.
- •Ability to work effectively in high-stress situations and engage with vital and strategic accounts at all levels.
- •Willing and able to travel throughout the Region as needed to support internal and external customers.
- •Ability to be flexible for this role as it will require occasional work outside of standard working hours and weekend work hours from time to time.
Benefits
- •Flexible time off
- •Wellness resources
- •Company-sponsored team events
- •Career advancement opportunities
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