Senior Service Delivery Manager

Pure Storage•Raleigh, UT

1d•Onsite

About The Position

As a Senior Service Delivery Manager (SDM) at Everpure, you will be the strategic face of our Technical Services organization, bridging the gap between key customer accounts, field sales teams, and back-end engineering. You will safeguard the health and success of enterprise clients across your assigned region by transforming technical support into a proactive, trust-building partnership. Serving as an advisor to high-profile accounts, you will drive crisis management, conduct impactful executive reviews, and optimize service delivery performance. This role empowers you to elevate the customer voice directly into product and executive leadership, making a measurable impact on account retention and growth.

Requirements

Minimum of 10 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
Proven success building trust and managing multi-account portfolios for enterprise-level organizations within storage, cloud, networking, or virtualization environments.
Demonstrated capability to lead high-stress escalation calls, navigate difficult conversations with customer executives, and drive swift problem resolution.
Strong ability to analyze technical incident data and translate complex system findings into clear, executive-ready Root Cause Analysis (RCA) reports and presentations.
Expertise in aligning sales account teams, technical support, and engineering resources, with flexibility to support regional travel (5–10%) and occasional non-standard hours during critical account events.

Responsibilities

Own high-severity customer issues end-to-end, orchestrating cross-functional technical teams to rapidly resolve critical incidents while minimizing downtime and executive friction.
Conduct in-depth Root Cause Analysis (RCA) reviews and deliver executive state-of-account presentations to client leadership, turning past incidents into actionable reliability strategies.
Act as the voice of the customer across Everpure, partnering with Sales, Engineering, and Product Management to translate field feedback into continuous product and service enhancements.
Lead operational efficiency initiatives to streamline SDM workflows, while coaching and onboarding new team members to scale service capabilities across the region.