Senior Director - Global Technical Support ( Commercial Operations)

The Senior Director, Commercial Operations (India) will lead the operational strategy, execution, and delivery for the company’s commercial (mid-market) customers. This role will be responsible for ensuring scalable, efficient, and customer-centric operations that support growth in the commercial segment. Additionally, this role will carry end-to-end accountability for the India delivery center’s operational P&L, ensuring revenue realization, cost efficiency, and sustained margin growth.

Career Level Summary

• Provides leadership and direction through directors, senior managers and senior professional staff
• Is accountable for the performance and results of a major part of the organization (organization sub-function, functional area or significant operational segment within a business unit)
• Develops and executes strategy to achieve key business objectives
• Decisions are guided by company and functional strategy and objectives

Critical Competencies

• 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.
• 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.

Key Responsibilities

• Maniacal focus on ticket volume reduction
• Drive workflow improvement opportunities
• Lead Automation and AI integration initiatives
• Optimize minimum viable staffing model
• Ensure SLA compliance within cost constraints
• Develop KPI’s for all Operational Aspects of Delivery
• Own end-to-end operations for commercial customers, ensuring consistent delivery, scalability, and customer satisfaction.
• Partner with regional sales and customer success teams to align operational support with customer needs.
• Build standardized processes to handle higher-volume, lower-complexity engagements efficiently.
• AI & Technology Enablement and leveraging AI/automation to increase scalability and efficiency in commercial operations.
• Partner with global product/engineering to roll out tools that improve service delivery and customer insights.
• Lead and grow a commercial operations team based in India.
• Establish clear KPIs, reporting, and dashboards to monitor performance, productivity, and customer outcomes.
• Drive operational efficiency across service delivery, onboarding, and support functions.
• Align with global operations strategy and partner with Enterprise Operations Leader for delivery consistency
• Identify process bottlenecks and implement improvements for scale.
• Standardize delivery playbooks and best practices across commercial accounts.
• Ensure compliance with company policies, security requirements, and local regulations.
• Mentor technical leaders and managers in data-driven decision-making, capacity planning, and AI-led operations transformation.

Knowledge

• Strong experience managing operations for commercial/mid-market customers in a tech, or services environment.
• Lean methodologies
• Process optimization

Skills

• Analytical, metrics-driven mindset with ability to make data-informed decisions.
• Strong leadership and people management skills, with experience building teams in India.
• Excellent communication and collaboration skills; able to work cross-functionally with global teams
• Exposure to AI/automation tools and demonstrated experience integrating them into operational workflows.
• Proven ability to scale operations and optimize delivery models for efficiency.

Education

• Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement
• Master's degree in related field preferred

Experience

• 20-25 years of experience in technology operations, engineering, customer delivery, or program management, with at least 5 years in senior leadership managing people.
• Experience in managing multi-tower IT operations (infrastructure, cloud, applications, and service desk) with full P&L accountability across large-scale delivery centers.

Physical Demands

• General office environment: no special physical demands required.
• May require long periods of sitting and viewing a computer monitor.
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.