Delivery Leader Cloud Managed Services/Senior Manager Cloud Practice
Job Summary
Job Description
Rackspace seeks a Delivery Leader/Senior Manager for its Cloud Managed Services business unit, focused on US enterprise customers. This leadership role involves building and managing a profitable managed services business, encompassing sales, solutioning, and delivery responsibilities. Key duties include developing a strategic plan for growth, collaborating with presales and sales teams, delivering large and complex engagements, establishing a delivery excellence function, building partnerships with hyperscalers, and leading a large team. The ideal candidate will have extensive experience in building and leading managed services businesses for hyperscalers or leading consulting/SI organizations, along with strong expertise in ITIL, service delivery, and cloud offerings.
Must have:
- Build and manage Cloud Managed Services business
- Lead large teams & deliver complex engagements
- Collaborate with sales, presales & hyperscalers
- 11+ years experience in managed services
- ITIL, service delivery & cloud expertise
Good to have:
- Advanced degree
- Cloud certifications
4 skills required
Job Details
Rackspace a leader in Cloud Computing is looking for a talented leader based in the US. This is a leadership role reporting to the Senior Director, Global Head Managed Services of Platform and Application Services-PublicCloud. This Delivery Leader, EnterpriseManaged Services, would be responsible for managing the Enterprise Managed Services Business for US Rackspace Public Cloud. This is an extremely critical role with the responsibility of building and managing Cloud Managed Services Business for Enterprise customers – grounds up. The primary function of this role is to build and run a profitable managed business with Sales, Solutioning and Delivery responsibility. Supporting and managing managed Services Customers and large Delivery team. Partnering with Presales and sales team building and growing the managed services business across the Globe. Enterprise Managed Services business includes Cloud Managed Services for enterprise customers in both Shared and Dedicated Services models.
Key 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.
Qualifications:
- 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.
- Education
- Bachelor’s degree in science, Engineering, Business, or a related field required.
- Advanced degree preferred.
- High school diploma or equivalent required.
- Preferred any cloud certification.
- Experience
- 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.
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#rackspace
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