Rackspace AWS Service Delivery Manager in London, United Kingdom

Job Overview

Overview & Responsibilities

Overview

Rackspace is seeking an experienced Service Delivery Manager to join the AWS team with a strong background in support environments. In this role you willbe the customer’s primary point of contact with Rackspaceand will help customers manage change, minimise risk, optimise operations and support business growth through pro-active and personable interactions. You will build long-term customer relationships; understanding their business goals and operational capability in order to best align and manage both Rackspace and AWS services to drive outstanding outcomes.

Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of AWS customers. As well as coordinating support teams, managing and reporting on SLAs, overseeing billing, incidents and change, you will focus on establishing a deep understanding of your customer’s business model, the applications they develop and host and how Rackspace support and AWS infrastructure can make their business more efficient, agile and scalable. Using your detailed knowledge of our service catalogue and their business’s drivers you will formulate and action Account Development Plans, through collaborating with and positively influencing all levels of your customer’s organisation.

The successful candidate will be adept at managing senior stakeholders, service delivery systems, co-ordinating Rackspace and customer teams around business and technical situations, always delivering within established timescales and exceeding customer’s expectations. To facilitate strong, personable customer relationships, some travel will be required to customer sites with occasional international travel.

Key Accountabilities

  • Provides strategic leadership and direction for the delivery of the full service delivery lifecycle, including all post-sales services, from implementation and customer on-boarding to provision and manage services and support to clients/customers.

  • Strategic planning in advance, collaborating with commercial and product teams where necessary to ensure customer scalability, growth and retention.

  • Driving customer value by leading strategic engagements through collaboration with sales and technical teams

  • Develops and implements customer service department procedures and processes to improve customer experience

  • Manages all facets of customer retention including driving resolution of customer concerns and developing customer strategy through effective use of product roadmap, pricing/growth plans and continuous improvement.

  • Liaising between customers and sales, field service, order processing and accounting to resolve status, production, delivery and billing enquiries efficiently and effectively.

  • Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.

  • Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.

  • Demonstrates a full understanding of industry best practice, competitive landscape, company policies and procedures, to proactively drive initiatives and value add solutions in imaginative as well as practical ways.

  • Leading the service delivery community on initiatives for department improvements and enhanced customer experiences.

Qualifications

PERSON SPECIFICATION:

  • Customer obsessed – works vigorously to earn and keep customers trust, and an ability to continually anticipate and meet their needs

  • A blend of commercial and operational acumen

  • Experience in owning of account planning activities, service improvement or business development activity

  • Versatile and able to thrive in a hyper-growth environment.

  • Operates well in an environment of rapid change and comfortable operating with autonomy.

  • Experience of building compelling business cases, influencing leaders and presenting to external customers.

  • History of strong negotiation skills with customers.

  • Ability to meet challenging targets within tight deadlines.

  • Detailed understanding of the Cloud (IaaS and PaaS) industry and associated various technologies

  • Deep understanding of Service Management best practices frameworks such as ITIL

  • Significant exposure to operational management within a critical environment

  • Effective troubleshooting and analytical skills and ability to manage complex and technical projects

  • A great attitude with internal customers and external parties, excellent written, verbal, and communications skills

  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes

  • Track record in delivering on a customer service model with exceptional results

  • Experience in mentoring, coaching and training a team, ideally both technical and non-technical roles

  • Senior level experience engaging with customers as their key business contact and partner

  • Strong rapport and relationship building skills with both internal departments and external customers.

  • Good communication skills and an ability to develop relationships with customer external stakeholder’s levels.

  • Knowledge of Amazon Web Services and its products & services

#LI-SW1

Req # 33062

Location(s) UK - Middlesex-Hayes

UK - LND - London

Category AWS

Category Customer Relationship & Support