Manager, Professional Services Delivery
Job Summary
Job Description
Leads a team of technical resources to deliver high-value services for Rackspace customers, focusing on integration and ongoing support. This role manages human resources, allocating workload to maximize profitability and timely contract delivery. Responsibilities include managing professional employees, adapting plans to address challenges, providing technical guidance, and implementing effective service delivery strategies. The role requires recruiting, training, and developing the Professional Services team, building relationships with internal teams (Sales, Marketing, etc.), and establishing performance measurements. Furthermore, it involves facilitating the application of best practices, working with operational staff, interfacing with new product initiatives, and adhering to company security policies. Leading complex technical engagements end-to-end, managing engagement financials, and ensuring solutions align with best practices and customer needs are also key responsibilities.
Must have:
- 7-9 years relevant experience
- Bachelor's degree (or equivalent experience)
- Team management experience
- AWS certifications preferred
- Strong technical skills (AWS, Cloud, Infrastructure)
- Project management expertise
- Excellent communication & stakeholder management
Good to have:
- Experience with multiple IaaS platforms
- Knowledge of infrastructure automation tools
- AI/ML knowledge
- DevOps experience
9 skills required
Job Details
Leads a team of technical resources to deliver high value services for Rackspace customers for integration and continued support.
This role will be responsible for managing human resources to support execution of professional services agreements.
Works with professional services leadership to allocate work and position human resources in a manner that drives profitability and contract delivery in a timely manner.
Job Profile Summary • Manages professional employees and/or team leads
• Has accountability for the performance and results of a team within own area of specialty
• Adapts functional area plans and priorities to address resource and operational challenges
• Decisions and problem solving are guided by processes, procedures and functional area plan; receives guidance from senior management
• Provides technical guidance to employees, colleagues and/or customers
Careel Level Summary • Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
• Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
• Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
• Develop and oversee implementation of effective services delivery strategies and solutions, cross-functional team engagement, and staff management.
• Recruit, hire, train, develop, motivate, and coach the Professional Services team. • Develop strong, positive relationships with the Rackspace Sales, Marketing, Channel, Service Delivery and Operations Teams.
• Establish and implement performance measurements designed to track and report progress against the professional services strategy. Develop industry best practices, methodology, and consulting capabilities into a mature, enterprise-class service delivery model.
• Facilitate application of lessons learned and best practices across engagements to minimize risk and maximize value to the customer.
• Work with operational staff as it relates to initiatives that affect the Professional Services Teams.
• Interface with internal teams by working with new product initiatives to ensure completeness and relevance to customer requirements.
• Responsible for adhering to company security policies and procedure as directed.
• Lead complex technical consulting engagements end-to-end, including project planning, risk management, stakeholder management, and delivery of business outcomes while applying AWS best practices and frameworks.
• Maintain technical credibility through architecture reviews and technical oversight, ensuring solutions align with best practices and customer needs while effectively managing development teams.
• Develop and execute comprehensive product roadmaps and delivery plans including requirements, prioritization, resource allocation, milestone tracking, risk mitigation, and status reporting while ensuring quality and security standards are met.
• Enable customers to adopt AWS services through knowledge transfer, training, and implementation of best practices, acting as a trusted technical advisor throughout the engagement lifecycle.
• Drive operational excellence through established AWS frameworks (such as Cloud Adoption Framework and Well-Architected Framework), while managing engagement financials and maintaining clear project documentation and communication channels.
Key Responsibilities
• High School Diploma or regional equivalent required
• Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement.
• AWS Certifications Education / Qualification
• Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
• Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.
• Basic knowledge of OS technologies for customer configuration: Windows, RedHat, CentOS, Ubuntu, etc
• Basic knowledge of more than one IaaS platform(s) - AWS (preferred), Azure, Google, VMWare
• Basic understanding of infrastructure automation tooling (terraform, cloud formation, etc)
• Basic knowledge of cloud services, methodologies, best practices, and tools Knowledge • AI/Machine Learning
• Cloud Computing • Cybersecurity • DevOps Coding Skills • Network/Systems Skills Skills
• 7 - 9 years of relevant work experience required • No previous people management experience required
• Experience indirectly leading teams or guiding less experienced resources preferred Experience • General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Domestic and International travel, 25- 50%. Physical Demands Travel The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job. Disclaimer
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