Rackspace Manager, AWS Client Onboarding in Middlesex-Hayes, United Kingdom

Job Overview

Overview & Responsibilities

As Manager of AWS Client Onboarding you will lead a team of Technical Onboarding Managers (TOMs) and Cloud Engineers. You have the responsibility to provision cloud infrastructure for Rackspace’s Fanatical Support for AWS customers. Each “build” is managed as a project and must be Delivered In-Full and On Time (DIFOT). Your team must partner closely with our Sales Specialists and Solution Architects to receive an inbound pipeline of work, and with Service Delivery and Technical Support teams to transition completed projects downstream into BAU support. You are responsible for onboarding all new customers into the service, as well as delivering new infrastructure for existing customers.

You will manage the EMEA team and be responsible for its operational performance. You will form part of a global leadership team whereby you must influence and contribute toward department strategy. You will set and execute local plans with rigor. You will work proactively to identify and solve problems, drive improvement initiatives, and enhance the development of global standards, ensuring local adherence.

To be successful in this role the following is required:

  • Extensive and demonstrable experience delivering infrastructure projects, on-time, on-budget and to a high degree of quality.

  • Experience in building and managing teams of technical staff and/or project managers.

  • Passionate management and coaching of the frontline staff and managers.

  • Ability to influence the business both locally and on a global stage.

  • Proficient at making business cases for change and / or investment.

Key Accountabilities

  • Manage a team of Technical Onboarding Managers and Cloud Engineers.

  • Deliver AWS cloud infrastructure projects In-Full and On-time to customers.

  • Report team performance and pipeline to the business.

  • Design and implement operating models and process that becomes more efficient over time, enabling the business to scale in a hyper growth climate.

  • Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigour.

  • Align with the global AWS onboarding function and influence leadership with key decisions.

  • Recruit, manage and develop exceptional talent into the team.



  • First and foremost, you are customer obsessed. With demonstrable examples of working vigorously to earn customer trust, building teams who have an embedded customer first mindset.

  • Having knowledge of the AWS platform is desirable, having an opinion of how we should provisioning infrastructure as scale is ideal.

  • You have managed projects and/or time based deliverables in the past.

  • You have experience managing similar teams through periods of intense growth.

  • You are a well-rounded leader with a blend of business and technical acumen.

  • You work best in an environment of rapid change and are comfortable operating with autonomy.

  • You demonstrable the ability to set, communicate and execute a strategy for your team.

  • Building compelling business cases, influencing leaders and presenting to external customers should be familiar to you.

  • The ability to engage and motivate staff and provide cross functional collaboration across all departments.

Req # 33674

Location(s) UK - Middlesex-Hayes

Category AWS