Delivery Leader, Senior Manager, Cloud Practice

Summary

Join Rackspace as a Delivery Leader, Enterprise Managed Services, and lead the US Public Cloud's Enterprise Managed Services business. This critical role involves building and managing a profitable managed services business, encompassing sales, solutioning, and delivery. You will oversee a large delivery team, collaborate with presales and sales teams, and partner with hyperscalers. The position requires strong leadership, technical expertise, and experience in building and managing large-scale managed services businesses. You will be responsible for driving growth, ensuring customer satisfaction, and fostering operational excellence. This is a leadership role reporting to the Senior Director, Global Head Managed Services of Platform and Application Services-Public Cloud.

Requirements

• Seasoned IT-Infra Delivery leader with strong experience in building Managed Services business for Hyperscale’s or leading Consulting/SI organizations
• Experience of managing large Shared and dedicated Infra and Apps Services support business
• Strong understanding of technology and standard practices around ITIL, Service Delivery, Shared services
• Strong understanding of services business including commercial models, SLA’s
• In-depth knowledge of Hyperscale /Cloud offerings and services to build and deliver services around them
• Strong experience of leading customer discussions and winning deals based on solution strength
• Strong delivery experience of successfully delivering large managed services engagements with Global Delivery model
• Strong experience in managing delivery partners and vendors
• The individual possesses experience in leading a Center of Excellence team dedicated to supporting multiple customers in accordance with customized scopes of work
• Experienced in providing client support through both Dedicated and Shared delivery models
• Strategic thinker who can plan and build long range plans
• Thorough knowledge of all areas of business operation including strategic and operational planning
• Ability to lead teams of support professionals and delivery managers
• Proven leadership and motivational skills with a passion for excellence and a constant desire to innovate and improve
• Excellent time management, communication both oral and written, decision-making, presentation, human relations, and organizational skills
• Must be a strong presenter to technical audiences
• Attention to detail in all areas of the work
• Knowledge in Cloud, Networking, Database, Backup and Operating systems
• Bachelor’s degree in science, Engineering, Business, or a related field required
• High school diploma or equivalent required
• 11+ years’ experience building and leading Infra and Apps managed services business. Experience of working with large IT Services company
• Significant experience in managing US as well as Global Customer
• 11+ years of experience as Service Delivery Leader with ITIL, ITSM experience
• 2+ years leading of 50 + people

Responsibilities

• Build and establish a Cloud Managed Services Business Unit for Rackspace's global enterprise customers, focusing on business growth
• Assume the role as a leader for Managed Services (RMC-Rackspace Managed Cloud), overseeing service delivery operations, revenue, margin, and utilization targets
• Develop and execute a strategic plan that includes prioritized offerings, target markets, customer segments, monetization models, a mix of Racker and Partner delivered capabilities, and clear performance measures and objectives
• Drive the growth of Cloud Managed services in US by collaborating with Pre Sales and the Go-To-Market team
• Collaborate with presales solution, advisory-led sales for both existing and new customers
• Actively participate in pre-sales activities and contribute to deal reviews for the Cloud Managed services business
• Take responsibility for delivering large and complex Managed services engagements globally, ensuring high customer satisfaction
• Establish a Delivery Excellence function and ensure the successful delivery of engagements within defined SLAs and SLOs
• Collaborate with Hyperscale’s to create strategic initiatives that contribute to business growth
• Establish Cloud Managed services partnerships for Hyper Scaler Partners
• Collaborate closely with the Offering and Marketing organization to craft market-defined offers and take a leading role in deploying those offerings
• Lead a large team of L1, L2, L3, SME, Architects and Managers across the region as a senior manager and delivery leader
• Contribute to building a world-class organization through talent management excellence, including attracting, recruiting, developing, and retaining key talent and including architects with a strong background in IT-Infrastructure architecture covering on-Prem, Public and Hybrid cloud
• Ensure operational excellence by maintaining healthy team utilization, accurately forecasting revenue, margin and representing the business in front of Senior Leaders and customers
• Demonstrate cross-organizational agility, effective communication, and leadership skills
• Provide technical thought leadership, offering pattern recognition around key opportunities, and serving as a key technical influencer across Rackspace
• Maintain an in-depth knowledge of clients' business and industry, anticipating and addressing opportunities and issues as they arise
• Defining and operationalization of device excellence metric
• Governance and review of operationalization of device excellence metric with different stake holders
• Ensure managing operational metric parameters like Service Level Agreements (SLAs), Customer Satisfaction (CSAT), Response Time, Mean Time to Resolve (MTTR), Cost Efficiency and Continuous Improvement
• Managing Partner/Vendor to ensure the partners are proving adequate require support to Rackspace Client. Having governance with Vendor delivery leader ensuring Client satisfaction across all services

Preferred Qualifications

• Advanced degree preferred
• Preferred any cloud certification

Benefits

• $116,100 - $198,440 a year
• The anticipated starting pay range for Colorado is: $116,100 - $170,280
• The anticipated starting pay range for Hawaii and New York (not including NYC) is: $123,600 - $181,280
• The anticipated starting pay range for California, New York City and Washington is: $135,300 - $198,440
• Based on eligibility, compensation for the role may include variable compensation in the form of bonus, commissions, or other discretionary payments