Remote Technical Service Delivery Manager
at Rackspace Technology

Summary

Join Rackspace Technology as a Technical Service Delivery Manager and take ownership of customer relationships, ensuring technical needs are met while maximizing the strength of the relationship. This role involves direct contact with customers, supporting sales teams, and managing incidents, changes, and service requests.

Responsibilities

• Building strong partnership relationships with customers
• Maintain oversight of Incidents, Changes and Service Requests, co-ordinate Rackspace managed services/Customer teams to deliver within service SLAs
• Perform regular incident reviews, proactively tune alarm thresholds and drive automation initiatives to minimise manual intervention
• Manage data protection and patching activities, and report on success and failure
• Implement capacity and performance management strategies, forecast growth and where appropriate scale in advance of requirements to avoid service issues
• Document, implement and regularly test BCP and Data Recovery procedures
• Review service failures and produce incident reports when required
• Work with the customer and assigned delivery engineers to manage DevOps and Cloud engineering services using agile project methodologies
• Host regular backlog planning, retrospective workshops and forecast accurate delivery schedules with customer product teams
• Schedule customer maintenance and ensure appropriate quality checks have been completed
• Identify deprecated cloud services and plan to decommission or replace services before end of service date
• Ensure appropriate documentation is in place for specific service requirements
• Organize and chair quarterly service review meetings
• Calculate, review and report on service SLAs, SLOs and other contractual commitments
• Manage and maintain and issues and risks log, and regularly review with your leadership
• Manage assigned contracts to budget, demonstrate accurate forward resource forecasting, identify and delivery year on year margin improvement throughout contract term
• Where required forward plan and manage shift rotas and ensure sufficient coverage to provide service needs. Make allowances for holidays and sickness and growth in staff planning
• Responsible for adhering to company security policies and procedure as directed
• Identify and assist with coaching and development for team members
• Seek opportunities to drive change and development of products, the team, and processes
• Shows business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
• Strive towards a world class target of 80% for the Net Promoter Score
• Ensure high End of Ticket Ratings through world class Service Delivery Management
• Contribute to install base growth by identifying new business / upgrade opportunities
• Accurately forecast churn and engage managers / business development consultants to avoid defection