Senior Manager, Technical COE

Summary

Join Rackspace Technology as a Senior Manager, Technical COE and lead technical teams responsible for private cloud service delivery. You will oversee Network and Infrastructure COEs, ensuring infrastructure provisioning for customers. The ideal candidate possesses strong technical expertise in private cloud infrastructure and CCNA/CCNP certification (or equivalent). Additional certifications in virtualization, storage, and OS are advantageous. You will provide leadership, offer technical guidance, collaborate with global teams, and drive process improvements. This role requires significant experience managing technical operations and teams.

Requirements

• Experience and knowledge of private cloud IT Infrastructure, or a strong technology background enabling in-depth technical expertise
• Exceptional people skills with the ability to engage and motivate team and peers
• Effective communication skills, both oral and written, with peers, across functions, and with senior leaders
• Ability to handle high-level escalation calls with customer leadership teams to provide resolution roadmaps
• Strong leadership skills with a high say-do ratio and the ability to develop talent through others
• Solid business acumen with a comprehensive understanding of the organization and functional area
• Experience in handling and collaborating with global clients and teams
• Bachelor’s Degree in a technology-related field
• 15+ years of relevant work experience in leading technical operations
• A minimum of 4 years of experience managing provisioning team leaders (managing managers)

Responsibilities

• Provide leadership to managers and/or professional technical provisioning teams responsible for provisioning private cloud infrastructure for internal and customer environments
• Offer insightful guidance to customers on technical deployments, partnering with solution architects, customer success managers, and customer relationship executives
• Work with global counterparts to ensure adherence to SLAs and OLAs across various provisioning queues
• Partner with project management leadership and senior project managers to closely monitor critical project deployments, acting as a leadership sponsor for high MRR projects
• Collaborate with business intelligence specialists to identify key metrics, develop reporting mechanisms, and create relevant dashboards to track deliverables aligned with company priorities
• Identify opportunities to create meaningful dashboards for effective data-driven business decisions
• Collaborate with the Product team to ensure comprehensive documentation and training are in place for successful post-launch product delivery
• Identify and lead automation opportunities to streamline and enhance provisioning processes
• Maintain and continuously improve processes and documentation to ensure efficiency and compliance
• Participate in senior leadership team meetings as a stakeholder, aligning team operations with business priorities
• Ensure processes comply with industry audit requirements

Preferred Qualifications

• Six Sigma Green Belt certification
• Leadership development programs
• CCNA, CCNP
• Related VMware / Windows / Linux / Storage certifications
• ITIL Certification
• Project Management Certification