Job Description

The Service Delivery Manager is an integral member of the Silverline team, leading the relationship between F5 Silverline and your customers’ operational and leadership groups. The Service Delivery Manager is expected to continually develop and strengthen the relationships held to increase long-term partnerships through pro-active and personable interactions. Service Delivery Managers are leaders within our teams, and coordinate recourses for a world class customer experience.

Using the knowledge and expertise gained by working directly with assigned customers, you will be effective developing, implementing and sustaining a Service Delivery Plan to drive successful customer outcomes. You will work collaboratively across the company to ensure customers are maximizing the return on their investment in Silverline services. In addition to managing your assigned customer relationships, you may join or lead other initiatives focused on Silverline service delivery.

What will you do?

Customer Loyalty:

• Be accountable for operational results of F5 Silverline, particularly Net Promoter, Customer Satisfaction, renewal and additional sales success.
• Work in partnership with assigned customers to develop and drive Service Delivery and, as appropriate, Service Improvement plans.
• Review and report on service impacting events that affect your customers.
• Work with customers to ensure awareness of F5 planned maintenance, and work with the SOC to ensure Silverline readiness for relevant customer maintenance work.

Communication Excellence:

• Manage customer interaction by coordinating communication internally and externally with various F5 stakeholders, directing issues to resolution.
• Effectively translate engineering deliverables into executive communication and lead situations when they go off track.
• Manage executive updates, post incident reviews and follow-up, and other internal & external communications professionally, showing confidence and account ownership.

Leadership & Collaboration:

• Effectively lead F5’s Silverline engagement alongside the SOC and Account Management teams with terrific customer service.
• Manage the onboarding, adoption and ongoing Silverline service relationship with assigned customers, and forge strong interdepartmental relationships within the customer’s organization.
• Be a point person for the customer and internal F5 teams on items related to the delivery of Silverline services.
• Organize and chair weekly/monthly/quarterly service delivery meetings, ranging from informal stand-up style meetings to Quarterly Business Reviews with executive attendance.
• Leverage your proven track record in managing laterally and upward in a dynamic, focused and collegial way.

Demonstrate Innovation to Deliver Results:

• Use tools such as Microsoft Office, ticketing data extracts, Salesforce, Gainsight and other sources to correlate and analyze data, identify trends, and report service availability metrics.
• Develop a Service Delivery Plan for each customer to ensure outcomes are measurable.
• Identify and deliver on key metrics and tasks which improve and deliver stability for customers as well as leading best-practice efforts within their environments.
• Ensure appropriate runbooks are in place for situations likely to arise between the customer and Silverline in the regular course of business.
• Analyze data relating to service availability, uptime and service-impacting events, and deliver executive post-incident analyses when required to make recommendations for improvement.

Knowledge, Skills and Abilities:

• Effective communication and negotiations skills at all levels, from front-line engineers through to the executive level, along with the ability to influence a client across these levels.
• Excellent judgment, combined with the ability to put the customer first while keeping the company’s needs in mind.
• The ability to manage advanced enterprise customer situations relating to Support and System availability.
• Able to work with and learn multiple case management and ticketing systems.
• Knowledge of and the ability to drive common networking and service availability metrics.
• Ability to address both immediate operational actions and strategic collaboration opportunities in line with F5 policies and direction from leadership.
• Understanding of IT Security industry concepts, working practices and methodologies - familiarity with concepts such as volumetric DDoS, Web Application Firewall, Layer 4-7 Security, Threat Research & Analysis and Bot Detection a big plus.
• Foundation-level understanding of Project Management - PMP Certification desired but not essential.
• Ability to work in a highly collaborative and globally distributed team environment.
• Must be able to communicate fluently in English (written and oral).
• Commercial and business acumen is an asset.

How do I qualify?

• Showcase 8+ years management experience in a service delivery or similar role
• Hold a BA/BS or equivalent
• Experience in security operations or network engineering environments a plus

Physical Demands and Work Environment:

• Duties are performed in a normal office or home office environment while sitting at a desk or computer table.
• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
• Duties may require the ability to travel locally up to 50% via automobile and approximately 5-10% overnight travel, and may require being available after hours periodically (evenings and weekends)

#LI-DC1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

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Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability,marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.