About Commvault
Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.
JOB DESCRIPTION:
Service Delivery Manager - SDM (Managed Services)
The Opportunity:
The Commvault Remote Managed Services (CVRMS) Service Delivery Manager (SDM) is responsible for overseeing the delivery of the Remote Managed Service Solution in its entirety for assigned account(s). The SDM is complemented by a team of technical experts, including a 24x7 Center of Excellent (CoE) dedicated to monitoring, management, and operational support of customer environments. The SDM owns the customer lifecycle for an assigned set of our CVRMS customers. A successful SDM builds positive business relationships, develops a trusted adviser relationship, and can articulate the key value propositions of how the Service benefits the customer.
The objectives of the SDM are to ensure operational excellence for customers, optimize the customer experience, and establish strategic partnerships both with customers and internal Commvault business units.
What you’ll do…
Understand and cultivate customer business objectives and communicate among the teams.
Holds Customer and Delivery teams accountable for adhering to CVRMS agreements.
Provide and maintain meaningful, regular and standard Reporting metrics, communications and documentation to Customer and management.
Work with CoE management to ensure daily operations (ie. Issues/problem tickets, failures, changes, service requests etc.) are carried out in a consistent and standard manner, while respecting customer specific aspects as appropriate
Provide 24x7 on-call support to CoE for service leadership for Severity 1 and escalation issues.
Serve as escalation point for the CoE on issues where Customers are not engaging as needed or required to resolve operational issues.
Own the probable cause analysis (PCA) process and deliver the documented PCA to the customer and other interested parties.
Develop Service reports, KPIs, trending analysis and be able to communicate how risk exposure affects Customer ability to meet business objectives.
Maintain regular cadence with internal engineering teams, as well as customer technical/management contacts.
Escalate and engage Commvault sales, support, and engineering as required, and initiate service enhancements per common customer business objectives.
Participate, and maintain CVRMS and Customer IT processes, including Incident, Problem, and Change management.
Develop relationships with the CoE and other teammates to support standard and streamlined efforts and initiatives that can be used across the customer base.
Assist CoE with proactive approaches in problem solving.
Develop documentation in support of Customers that will better prepare and enable the internal teams to support, manage and recover customers.
Become Customer’s trusted advisor and enable them to make informed decisions about the strategic direction of protection and recovery solutions for participation in NPS surveys and activities.
Document, organize, and provide direct Customer feedback to CVRMS engineering, Commvault product development, Commvault support, and Sales support.
Work with Regional Sales & Account Executive Team for Renewal of services with existing Managed Services Customer
Working with Regional Sales & Account Executive to expand the footprint of Managed Services Business for the respective region.
Work with sales and marketing to respond to both RFP’s, RFI’s and marketing events as required as they pertain to Managed Services
Responsible for Onboarding New Managed Services Customers
Who you are?
Experience in Account Management / Service Delivery Management / Customer Experience Management
Management-level comprehension of operational readiness, standards, and protocols for complex and varied technical environments.
Ability to communicate effectively at an IT Operations level on a variety of technologies including networking, database management, software/hardware.
Excellent interpersonal, communication presentation skills (written, verbal, and virtual)
Exhibits superb project planning and time management skills.
24x7 on-call availability for critical situation management
Accountability for decisions and commitments, and execution within the governance requirements of Commvault
At least 10 years’ experience within the information technology industry, preferably including oversight of backup technical operations and/or software application support.
Functional understanding of Commvault software and other enterprise backup products would be an advantage.
You’ll love working here because...
Continuous professional development, product training, and career pathing
Annual health check-ups, Car lease Program, and Tuition Reimbursement
An inclusive company culture, an opportunity to join our Community Guilds
Personal accident cover and Term life cover
Ready to #makeyourmark at Commvault? Apply now!
Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.
Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.
For our Candidates to prioritize your security:
Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email or prior to your first day of employment.
If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC’s website.