Professional Services Manager

Job Summary

As Manager, Professional Services, you will lead customer satisfaction, service delivery excellence, and revenue growth across global customer and partner engagements. This role drives business growth and maximizes customer value by ensuring high-quality delivery, shaping business strategy, and building trusted relationships with strategic customers, partners, and internal stakeholders.

The Professional Services Manager will oversee delivery initiatives including infrastructure improvements, solution design, new installations and implementations, data migrations from existing storage environments to NetApp hybrid storage platforms, and automation deliverables aligned with industry best practices. This role requires strong operational knowledge within the assigned functional area and the ability to align individual and team objectives with broader business goals.

This position partners closely with Senior Management, Sales, Customer Success, and cross-functional teams to drive operational excellence, strengthen customer outcomes, and support scalable growth. The ideal candidate will bring strongcustomer service leadership, solid technical acumen, and the ability to operate effectively in high-pressure, time-sensitive situations where customer satisfaction and business impact are critical.

Job Responsibilities

·  Lead end-to-end professional services delivery, ensuring customer engagements are executed on time, within scope, and alignedwith business objectives and customer expectations.

·  Build, manage, and develop high-performing delivery teams, including consultants, architects, project managers, and technical specialists.

·  Lead automation initiatives that improve service delivery efficiency, standardize repeatable processes, reduce manual effort, and enhance customer outcomes through scalable tools, workflows, and best-practice adoption.

·  Drive customer satisfaction and success by understanding customer priorities, proactively managing escalations, and ensuring consistent delivery of high-quality service outcomes.

·  Partner with Sales, Customer Success, and cross-functional stakeholders to identify services opportunities, support proposal development, and expand customer value.

·  Oversee infrastructure improvement, solution design, implementation, and automation programs, ensuring delivery is aligned withbest practices and technical standards.

·  Manage key business and operational performance metrics, including revenue, utilization, cost, margin, delivery quality, and customer satisfaction.

·  Drive operational excellence by improving delivery processes, increasing efficiency, strengthening governance, and scaling consistent service delivery practices.

·  Establish and maintain trusted relationships with customers, partners, senior leaders, Sales, Support, Product, and Customer Success teams.

·  Contribute to business strategy and services portfolio development by identifying growth opportunities, emerging customer needs, and new service offerings.

·  Leverage data, analytics, and performance dashboards to monitor delivery health, inform decision-making, and drive continuous improvement across the services organization.

Job Requirement

• Proven prior experience as a Professional Services Manager or in a similar services leadership role, with responsibility for managing delivery teams, customer engagements, and business outcomes.
• Proven experience managing teams responsible for infrastructure automation deliverables, with familiarity in core automation languages such as Python and PowerShell, as well as infrastructure-as-code development using Ansible or Terraform.
• Strong understanding of DevOps practices, version control systems, and CI/CD tools such as Git, GitHub, Azure DevOps, Jira, or equivalent platforms.
• Clear understanding of product development cycles, technical requirements, delivery governance, and project management principles.
• Strong people management skills with experience leading teams that manage multiple priorities, assignments, and customer engagements simultaneously.
• Demonstrated ability to make data-driven decisions based on facts, analysis, business priorities, and customer impact.
• Flexible, proactive, and comfortable operating in ambiguous, fast-changing business and technology environments.
• Practical experience in customer service leadership, stakeholder management, and escalation management.
• Strong capability in team leadership, talent development, performance management, and organizational operations.
• Experience managing key performance indicators, revenue objectives, operational performance, and continuous improvement initiatives.
• Experience working in a global environment with strong written and verbal business communication skills in English.
• Ability to formulate and execute business strategies that are anchored in customer value and measurable business outcomes.
• Inclusive leadership style with the ability to engage teams, support employee development, and deliver results through others.
• Experience working effectively with senior management, customer executives, and cross-functional leadership teams.
• Understanding of ITIL methodologies, including change, incident, problem, and configuration management.
• Ability to use analytics and performance metrics to optimize delivery performance and drive continuous improvement.