Mgr, Professional Services Region

Job Summary

As the Manager of the Professional Services, you will lead customer satisfaction, service delivery and revenue growth. By managing the consultant team, ensuring project quality, formulating business strategies, and building relationships with major customers and partners in EMEA, you will drive business growth and maximize customer value and will be responsible for Infrastructure Improvements, Designs, new Installations, implementations, managing data migrations from existing storage  to NetApp hybrid storage, handling automation deliverables with best practices, predominantly handling Managed services teams for NetApp Storage and Cloud products and services for our customers by responding to Change management, Incidents and requests, Problem Management in supporting a varied clientele and a strong understanding of all NetApp storage-based technologies.

The Professional Services Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business. They will establish and maintain relationships with internal stakeholders, including Senior Management and Sales to drive operational excellence within customer success organisation. 

The PS Manager must possess excellent customer service skills and technology know-how needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the ultimate goal.

Key Responsibilities

• Lead customer service delivery and team management
• Understand customer needs and propose/implement optimal service models
• Optimize processes and operations to enhance the quality, efficiency, and profitability of project delivery
• Recruit, develop, and manage the performance of consultants and project managers
• Manage key KPIs such as team revenue, costs, and utilization rates, leading the achievement of business goals
• Collaborate with the sales team to support the generation and proposal of professional services opportunities
• Promote new service planning and operational improvements tailored to the Japanese market, expanding revenue opportunities
• Work with Global teams such as sales, support, product, and partners to drive customer success
• Should possess strong proficiency in both English and German. Multilingual abilities in Italian, Spanish, and Portuguese are considered a significant advantage.

Job Requirements

• Strong management skills and experience managing team with multiple assignments simultaneously
• Makes data-driven decisions based on facts and analysis
• Flexible and proactive, capable of navigating uncertainty and changing business environments
• Practical experience in customer services and escalation management
• Experience managing large-scale data migration projects involving transitions from various storage systems to NetApp platforms, with the capability to perform cost analysis and make informed decisions on the selection of appropriate migration tools.
• Proven experience in managing automation deliverables, with familiarity in fundamental automation tools and a clear understanding of methodologies and best practices for executing automation projects.
• Skills in team management, member development, and organizational operations
• Experience with KPI management, revenue management, and operational improvement
• Work experience in a global environment and business communication skills in English
• Knowledge of major industries in EMEA (such as manufacturing, finance, distribution, or public sector)
• Ability to drive strategy formulation and execution starting from customer value
• A leader who can involve the team, support member growth, and achieve results
• Experience in working effectively with Senior Management and Customer Executive Levels
• A clear understanding of the product development cycle, technical requirements and project management.
• Understanding of ITIL methodologies: change, incident, problem, and configuration management.
• Experience and understanding of Cloud, Software, Virtualization technology and Storage Hardware
• Use analytics and performance metrics to optimize delivery and drive continuous improvement.  
• Contribute to transformation initiatives such as proactive support tiering, AI integration, realtime dashboards, and next generation customer experience capabilities.  

Education & Experience:

• A minimum of 10 years of experience as an individual contributor and 4 to 8 years leadership experience preferred.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent related experience is required.
• Demonstrated ability to manage multiple people, tasks, and projects is required.