BE PART OF BUILDING THE FUTURE.
What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?
The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions .
Pure is blazing trails and setting records:
For ten straight years, Gartner has named Pure a leader in the Magic Quadrant
Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
Industry analysts and press applaud Pure’s leadership across these dimensions
And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
Pure Global Support is in search of an experienced leader for the Service Delivery Management team!
Bring your vision for legendary service delivery, your drive to do things better than anyone else, and help us set a new standard in Service Delivery Management. We are seeking a dynamic and experienced manager to lead our Service Delivery Manager (SDM) teams in EMEA and APJ. As well, organized and experienced in Service Delivery Management to oversee the efficient delivery of services to our internal and external customers. This role is instrumental in ensuring the efficient delivery of services to our customers while providing leadership and support to a team of service delivery professionals. The ideal candidate will have a strong background in service management, exceptional leadership skills, and a passion for driving excellence in customer service.
SHOULD YOU ACCEPT THIS CHALLENGE...
Provide strong leadership and guidance to the Service Delivery Manager team, fostering a culture of collaboration, accountability, and continuous improvement, including ongoing feedback, training, coaching, and performance management. Set clear goals and expectations for team members and support their professional development. Engage your management powers to facilitate the development and success of everyone around you.
Allocate resources effectively to meet service delivery requirements while optimizing costs and efficiency. Manage staffing levels, account coverage and other resources as needed.
Create, define and maintain KPIs for the Global Service Delivery Management team. Monitor and analyze service delivery performance metrics, including productivity, efficiency, response times, and customer satisfaction scores. Identify trends, issues, and opportunities for improvement. Coach and mentor teams where necessary to ensure timely, quality service is offered to all customers.
Produce regular reports to management on a weekly and monthly on service performance, progress on goals, issues/concerns, and for internal stakeholders and internal customers. Communicate insights and recommendations to drive continuous improvement.
Develop and maintain policies, procedures, runbooks and specifications to assure that individual and team goals and objectives are achieved.
Drive continuous improvement initiatives, identify areas for optimization and implement best practices to enhance service delivery processes, cross functional processes, tools, and methodologies. Encourage innovation and creativity within the team and champion best practices to achieve operational excellence and a high customer satisfaction
Identify and mitigate risks that may impact service delivery, including operational gaps and challenges, compliance issues, including cross Geo challenges. Develop and implement risk mitigation strategies and ensure proactive measures are in place to minimize risk exposure as needed.
Ability and flexibility to work outside of working hours across GEOs.
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
At least 5 years managing high-performance remote teams.
Proven experience in service delivery management or related role, with a strong track record of success in maintaining, growing and expanding a high-functioning organization, in partnership with peer leaders across various parts of the business.
Strong leadership abilities with a focus on leading remote teams, collaborative team building and development of an inclusive work environment.
Executive-level presence with excellent oral and written communication skills, collaboration, negotiation, interpersonal skills, management, presentation skills and influence skills directed at both business-oriented and technical audiences.
Experience with service delivery tools, service management frameworks such as ITIL, and various technologies (ServiceNow, SalesForce, GoogleSuite, etc)
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
Expert decision-making ability with an open mind and out of the box thinking.
Experience managing, recruiting, onboarding field support resources and continuously evolving the service delivery program with a customer-first mindset.
E , negotiation, interpersonal skills, management and presentation skills directed at both business-oriented and technical audiences.
Strong leadership skills with a collaborative approach to problem-solving, including the use of remote teams.
Ability to build strong relationships and foster partnerships with cross-functional teams (Sales, HR, Engineering) on projects and deliverables. Including
Excellent management skills and ability to influence teams and key stakeholders to achieve goals.
Knowledge of IT industry including experience in the data storage industry a plus.
You will be based in Dublin. As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information. There is no application deadline and we accept applications on an ongoing basis until the job is filled.
BE YOU—CORPORATE CLONES NEED NOT APPLY.
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.
If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com .
APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.
If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.
DEEMED EXPORT LICENSE NOTICE.
Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.
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