Rackspace Service Delivery Manager (Azure) in Middlesex-Hayes, United Kingdom

Job Overview

Overview & Responsibilities

The Microsoft Practice is responsible for the Microsoft Cloud Product Set: Microsoft Azure, Microsoft Private Cloud, Office 365 and Identity Management. In your role as a Service Delivery Manager, you’ll be responsible for providing industry leading Fanatical Support™ to customers who consume products from the Microsoft Cloud Portfolio. You’ll also help support other Service Delivery Managers in the wider business who look after customers with hybrid technologies. As the customer’s primary point of contact with Rackspace the Service Delivery Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.

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. A Service Delivery Manager is expected to continually develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. Success in the role requires:

  • A passion for working with people and the ability to quickly build rapport

  • An ability to have both tactical conversations to resolve immediate issues as well as strategic conversations to map out the future of the relationship

  • Effective service delivery and escalation management

  • A creative approach to problem solving

  • Effective communication and negotiation skills at all levels through to D and C levels.

  • Commercial and business acumen


Key Accountabilities

  • Building strong partnership relationships with customers

  • Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales

  • Develop a strategic account plan; be aware of what drives your customers business and what success looks like for key stakeholders

  • Schedule customer maintenances and ensure appropriate quality checks have been completed

  • Manage customer projects and oversee implementations for on time delivery

  • Review service failures and produce incident reports when required

  • Validate, negotiate and process service credits

  • Produce and maintain service improvement plans

  • Manage contract renewal negotiations

  • Ensure appropriate documentation is in place for specific support requirements

  • Organise and chair monthly/quarterly service review meetings

  • Identify opportunities for growth and pass leads to a Business Development Consultant

  • Produce ad-hoc reports when required

Key Performance Indicators

  • Strive towards a world class target of 80% for the Net Promoter Score

  • Ensure high End of Ticket Ratings through world class Service Delivery Management

  • Engagement of every customer within their customer portfolio at a minimum once per quarter

  • Contribute to install base growth by identifying new business / upgrade opportunities

  • Accurately forecast churn and engage managers / business development consultants to avoid defection

  • Reduce the risk of churn by ensuring we retain customers in contract

  • Control credit memos through good administrative control and negotiation on service failures



  • Tenancious problem solver, will own issues until full resolution

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

  • Strong negotiation skills

  • A good level of business awareness and commercial acumen

  • Ability to create wow / delighter moments with customers

  • Strong organisational, time management and prioritization skills

  • Excellent communication skills, both written and verbal with great attention to detail

  • Previous experience required in a Service Delivery / Account Management role

  • Previous experience required in the IT industry or holds a good understanding of Internet Technologies

  • Foundation level understanding of Project Management

  • Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential

  • Due to 24x7x365 operation, must be willing to be available for occasional out of hours work


Req # 33257

Work Location UK-Hayes-Hyde Park Hayes

Location(s) UK - Middlesex-Hayes

Category Customer Relationship & Support

Category Microsoft Azure