Rackspace Client Services Manager (Azure) in London, United Kingdom

Job Overview

Overview & Responsibilities

Rackspace is seeking an experienced Service Delivery leader to join the Microsoft Practice area. As a Practice Area we are responsible for designing and enabling new ways of delivering managed services to our customers; a petri-dish where disruptive items are cultivated, taking them from being embryonic to a state of maturity, minimising disruption to the mainstream support business. It is in this area where the Azure services are currently being built and matured. Your job as a Client Services Manager for Azure is to lead the Service Delivery elements of the Practice in two different aspects – you’ll need to build the business at the same time as running the business for the existing customer base.

You must possess a blend of commercial and operational acumen; balancing the needs of a support business in a way that does not impede growth. You will be required to successfully own and drive the operating model for Service Delivery within Azure. You will join a cross-functional leadership team and are expected to have the range in skillset to engage with the end-to-end customer journey – from pre-sale all the way through to BAU support. You will seed the founding members of new teams as well as create long term viable plans for integrating Fanatical Support for Azure into Rackspace’s mainstream support business. You must enjoy spending time with customers. You will communicate with all areas of the company.

This role is an opportunity to join a small and highly focused team that will lead the build out of something entirely new to Rackspace. The pace is fast with lots to go do. Leaders are expected to be versatile and to thrive in a hyper-growth environment.

Key Accountabilities

  • Recruit, manage and develop the right talent for Service Delivery including potentially Lead Tech’s. Inclusive of workforce planning.

  • Set and execute in-region service delivery strategy for Azure.

  • Enable the wider International Service Delivery business around Azure.

  • Primary point of contact and communication into the International Support leaders.

  • Meet or exceed monthly support KPIs, including regular reporting and forecasting of these KPIs to the business.

  • Design and implement operating models as the Azure services mature over time.

  • Manage budgets (travel, events, headcount, training, etc.).


Personal Specification

  • You have had experience building new and innovative teams.

  • You have previous leadership experience; operating as a direct line manager or as a matrix manager by coordinating and influencing resources across the company.

  • You are comfortable overseeing a Service Delivery function.

  • You operate well in an environment of rapid change and are comfortable operating with autonomy.

  • Demonstrable ability to set and execute a strategy.

  • Excellent interpersonal and strong managerial skills; setting and achieving goals for self and team.

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

  • You are highly data driven, integral to how you make decisions every day.

  • History of strong negotiation skills with customers.

  • Ability to meet challenging targets within tight deadlines.

Req # 32586

Location(s) UK - Middlesex-Hayes

UK - LND - London

Category Customer Relationship & Support

Category Leadership

Category Microsoft Azure