Senior Delivery Manager, Technical Support

Summary

Join Rackspace as a Senior Delivery Manager of Technical Support and lead a team in designing, architecting, and migrating a client's infrastructure to Rackspace Data Centers. This remote position, preferably based on the West Coast or in Texas, requires occasional travel. You will manage all facets of customer retention, lead large infrastructure operations, and ensure service delivery improvements. This role demands strong leadership, strategic planning, and experience in healthcare and managing complex Managed Services contracts.

Requirements

• Bachelor's Degree required
• Must have experience within the healthcare industry; preferably within a hospital setting
• 7 years of relevant work experience
• Minimum of 5 years of experience in direct people management experience
• Advanced knowledge of the principles of customer service management and delivery
• Experience in managing Infrastructure, Private Cloud and Public Cloud environments
• Understand the Global Delivery model

Responsibilities

• Provide leadership and direction through managers, senior managers and senior professional staff
• Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Lead large infrastructure environment operations support
• Stabilize the infrastructure environments with innovative approaches
• Manage the delivery & operations of large and complex Managed Services contracts with stringent SLA
• Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization
• Review SLA claims
• Develop and manage service with speed and accuracy and all client/customer service delivery issues are resolved
• Select, develop, and evaluate personnel to ensure the efficient operation of the function
• Accountable for the performance and results of a functional area, team or region
• Execute business plans and contributes to the development of sub-functional strategy
• Lead collaboration across the organizational sub-function and sometimes the organizational function to develop and implement strategies that are tied to the achievement of organizational function, sub-function, and company objectives
• Lead transformational programs at the organizational sub-function level to directly impact the achievement of company objectives
• Serve as a leader in resolving customer escalations and developing process and strategy for customer retention
• Facilitate technology strategy and analyzes industry and market trends to determine potential impact to the organizational function and sub-function
• Assist in defining strategy and supervises the development of the organizational sub-function plan and governance needed to implement and manage enterprise architecture domain designs and technology standards by product line or platform to support strategy and company objectives
• Provide input to business strategy development
• Assist executives and/or senior directors in defining organizational goals and strategic plans

Preferred Qualifications

• Master's degree in related field preferred
• Experience in Healthcare Industry and Global Delivery, Operations Support- Preferred

Benefits

• 100% Remotely
• The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $153,000 - $224,400
• The anticipated starting pay range for California, New York City and Washington is: $167,400 - $245,520
• Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments