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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, administrative, and operational needs are met. Additionally, they are expected to strengthen the customer relationship by building rapport, identifying sales opportunities, networking, and managing difficult situations to uphold Rackspace's reputation for Fanatical Support.
Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing positive customer relations, which can significantly impact service and product revenue. Their focus may be in pre-sale, post-sale, or both.
Key Responsibilities
* Building strong partnership relationships with customers
* Overseeing Incidents, Changes, and Service Requests, coordinating Rackspace and customer teams to meet SLAs
* Conducting incident reviews, tuning alarm thresholds, and driving automation to reduce manual intervention
* Managing data protection and patching activities, reporting on outcomes
* Implementing capacity and performance management strategies, forecasting growth, and scaling proactively
* Documenting, implementing, and testing Business Continuity Planning (BCP) and Data Recovery procedures
* Reviewing service failures and producing incident reports as needed
* Collaborating with customers and engineers to manage DevOps and Cloud services using agile methodologies
* Hosting backlog planning, retrospectives, and scheduling delivery with product teams
* Scheduling maintenance and ensuring quality checks
* Decommissioning or replacing deprecated cloud services before end of service
* Ensuring documentation for service requirements is up to date
* Organizing and chairing quarterly review meetings
* Reviewing and reporting on SLAs, SLOs, and contractual commitments
* Managing issues and risks logs, reviewing regularly with leadership
* Managing contracts within budget, forecasting resources, and improving margins
* Planning shift rotas to ensure service coverage, considering holidays, sickness, and growth
* Adhering to security policies and procedures
General Responsibilities
* Identifying and coaching team members
* Driving product, team, and process development
* Demonstrating business acumen and adapting communication style
* Aiming for an 80% Net Promoter Score
* Ensuring high customer satisfaction ratings
* Contributing to business growth through new opportunities
* Forecasting churn and engaging management to prevent customer loss
Skills & Experience required
* Experience with ITIL-based support services, including Incident, Change, and Problem management
* Experience operating IaaS, PaaS, & SaaS services on at least one public cloud provider
* Knowledge of cloud optimization and cost management tools
* Excellent written and verbal communication skills
* Strong relationship-building skills
* Good organizational and prioritization skills
* Creative problem-solving approach
* Minimum of three years in a technical role
* Intermediate project management experience
* Knowledge of agile methodologies like Scrum and Kanban
* Willingness to work occasionally outside normal hours due to 24/7 operations
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