Technical Service Delivery Manager

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

Technical Service Delivery Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace managed services delivery teams.  

They ensure that their customers technical, administration and specialist operational needs are met. Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client -identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.  

Technical Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both. 

German language skills (B2 or higher) are essential.

• 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. 

• Tenacious problem solver, will own issues until full resolution.
• Experience in operating ITIL based IT support services, using Incident, Change, Problem management.
• Experience of operating IaaS, PaaS & SaaS services is at least one public cloud provider.
• Experience of public cloud optimisation and cost management tooling.
• Excellent communication skills, both written and verbal with great attention to detail.
• Strong rapport and relationship building skills with both internal departments and external customers.
• Good organizational, time management and prioritization skills.
• Able to take a creative approach to situations and problem solving.
• A minimum of three years experience in a technical role.
• Intermediate level experience of Project Management.
• Knowledge of agile project approaches such as Sprint/Scrum and Kanban.
• Due to 24x7x365 operation, must be willing to be available for occasional out of hours work.

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