Senior Service Delivery Manager

Everpure; Raleigh (NC); On-site; USD 107,000 - 183,000; Full time

Benefits offered by this job

Incentive pay

Equity

Flexible time off

Wellness resources

Team events

Job summary

Everpure, headquartered in the United States, seeks a Senior Service Delivery Manager to be the strategic face of Technical Services, bridging customer accounts, field sales, and back-end engineering.

You will safeguard enterprise client health across the assigned region by transforming technical support into proactive, trust-building partnerships and by driving crisis management and executive reviews for retention and growth.

Qualifications

• Minimum of 10 years supporting Fortune 500 companies in enterprise storage, virtualization, networking or enterprise apps.
• Experience building trust and managing multi-account portfolios for enterprise organizations.
• Proven ability to lead high-stakes escalation calls and resolve issues quickly.
• Strong ability to translate technical incident data into executive RCA reports/presentations.
• Experience aligning sales, support and engineering teams, with willingness to travel 5–10% and handle non-standard hours during critical events.

Responsibilities

• Own high-severity customer issues end-to-end and orchestrate cross-functional teams to resolve incidents.
• Conduct RCA reviews and deliver executive state-of-the-account presentations to client leadership.
• Translate field feedback into product and service enhancements with Sales, Engineering and Product Management.
• Lead operational efficiency initiatives and mentor onboarding of new team members across the region.

Skills

Crisis leadership

Executive communications

Root cause analysis

Cross-functional collaboration

Enterprise client management

Job description

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem.

This type of work—work that changes the world is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

THE ROLE

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.

What You’ll Do

• Drive Regional Escalation & Crisis Management: Own high-severity customer issues end-to-end, orchestrating cross-functional technical teams to rapidly resolve critical incidents while minimizing downtime and executive friction.
• Lead Proactive Account Governance & RCA Delivery: 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.
• Channel Customer Insights to Product Teams: 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.
• Optimize Operational Capabilities & Mentorship: Lead operational efficiency initiatives to streamline SDM workflows, while coaching and onboarding new team members to scale service capabilities across the region.

What You Bring

• Experience: Minimum of 10 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
• Enterprise Client Relationship Management: Proven success building trust and managing multi‑account portfolios for enterprise‑level organizations within storage, cloud, networking, or virtualization environments.
• High‑Stakes Crisis Leadership & Conflict Resolution: Demonstrated capability to lead high‑stress escalation calls, navigate difficult conversations with customer executives, and drive swift problem resolution.
• Technical Communication & RCA Delivery: Strong ability to analyze technical incident data and translate complex system findings into clear, executive‑ready Root Cause Analysis (RCA) reports and presentations.
• Cross‑Functional Collaboration & Adaptability: 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.

Location

We are primarily an in-office environment and therefore, you will be expected to work from the North Carolina or Lehi office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The Annual Base Salary Range Is

$107,000—$183,000 USD

What You Can Expect From Us

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• Team: We build each other up and set aside ego for the greater good.

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 http://benefits.everpuredata.com/ for more information.

Accommodations And Accessibility

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA‑[e-mail] if you’re invited to an interview.

Our Commitment To a Strong And Inclusive Team

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity 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.

Join us and bring your best.

Bring your bold.

Pure and simple.