Rackspace Senior Business Operations Manager - Google in Remote, United Kingdom

Job Overview

Overview & Responsibilities

As the #1 Managed Cloud company, Rackspace is hiring a Senior Operations Manager to help ensure we providing Fanatical Support on Google Cloud infrastructure. With experience in support environments, you will manage operational processes, reporting and communication plans required for the successful delivery of Google’s Managed Cloud services.

The successful candidate will work closely with the support teams, account teams and product teams responsible for delivering Google services to our customers.

You will be responsible for providing System, Process and Business performance support for this Managed Cloud service, by taking responsibility for successfully defining the business requirements for key projects and proactively working with business stakeholders.

JOB REQUIREMENTS:

Key Accountabilities

  • Primary contact for Google Cloud services:

  • Act as the local point of expertise for Sales, Marketing, Lead Engineers, SEs, Support and others.

  • Service enablement:

  • Service owner, complimenting the existing product management team in US.

  • Accountable for delivery of features and milestones.

  • Accountable for service readiness and quality checks ahead of release.

  • Manage the transition of IB to consume new feature enhancements.

  • Accountable for Racker enablement across Sales, Service Delivery and Support.

  • Leverage appropriate resources in Rackspace University, Product Engineering and the International Product team as a vehicle for having training content built and rolled out. Track and report on progress.

  • Operational Reporting:

  • Responsible for operational reporting. Leverage existing teams / tools where appropriate, build new ones as required.

  • Report performance on a monthly basis. Populate performance scorecards.

  • Responsible for data accuracy.

  • Analyse data to look for trends. Take corrective action and alert the necessary stakeholders as appropriate.

  • Continue to refine measures and indicators over time. Find ways to measure key things like customer on-boarding time.

  • Service Experience:

  • Accountable for feedback loops for customer satisfaction and Racker requirements.

  • Partners with existing International Product Team to give and receive feedback.

  • Operational Excellence:

  • Design, Build & Run
Processes for the Operations of Fanatical support on Google

  • Ensure all billing, contractual and SLA Terms are in place and fit for purpose.

  • Ensure integration of these areas of Managed Cloud is achieved with all Rackspace Systems, People, & Regions

  • Ensure that existing teams are trained and able to provide Fanatical Support.

  • Communications:

  • Work closelfy with International Product and Marketing team to effectively communicate the following:

  • Value Poposition

  • Service Roadmap

  • Service Deliverables – Monthly, Quaterly, Bi-Annual, Annual

  • Service Releases – Enhancements, Support capability, tooling and reporting

  • Communicate out to the wider business the successes of the business area

  • Regional differences of the service and support - US, UK, APAC

  • Customer Satisfaction – NPS

Key Performance Indicators

  • Measured against the top-level scorecard for these Managed Cloud Services (NPS, Credits, Churn).

  • Operational efficiency shall be measured by tracking the business’ ability to scale in line with growth objectives.

  • Business “readiness” for product launches – Support sign-off, billing, legal, finance.

  • Product penetration (i.e. percentage of customer base using your products).

  • Reports consistently achieving performance KPIs or undergoing development plan.

  • 360 Degree Feedback from Peers and Stakeholders.

Qualifications

PERSON SPECIFICATION:

  • A deep understanding of the Cloud and Managed services marketplace

  • A proven track record of creating successful outcomes for customers, prospects, or clients using bleeding edge technology.

  • Knowledge of development and deployment processes such as Agile and their impact on Infrastructure and process management

  • Tenancious & innovative problem solver, will own issues until full resolution

  • Proactive in nature – with a focus on creating strategic plans

  • Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.

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

  • Excellent time management skills and are able to adapt to a rapidly changing environment.

  • Exceptional communication skills and are comfortable presenting to technical and non-technical audiences.

  • Maintain a strong network of contacts throughout the business. Maintaining strong relationships with operations teams in both International and the US.

  • Robust institutional knowledge of Rackspace and outstanding knowledge of Rackspace internal processes

  • A good level of business awareness and commercial acumen

  • Ability to create wow / delighter moments with customers

  • Significant previous track record in a mission-critical role showing outstanding personal performance

  • Bachelor’s degree in computer science or engineering related field or equivalent work experience

Req # 35361

Location(s) UK-Remote

Category Managed GCP