Rackspace Service Delivery Manager in Hayes, United Kingdom
Overview & Responsibilities
Service Delivery Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.
Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue.Focus of work may be in pre-sale/post-sales or both.
Pre‑sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.
Post‑sale: Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.
Building strong partnership relationships with customers
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Schedule customer maintenances and ensure appropriate quality checks have been completed
Manage customer projects and oversee maintenance schedules 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 i.e. Device/Account level instructions
Organize and chair customer meetings
Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
Produce ad-hoc reports when required i.e. MAR,SIR
Responsible for adhering to company security policies and procedure as directed.
Identify and assist with coaching and development for team members
Seek opportunities to drive change and development to products, the team and processes
Tenacious problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
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 with solid understanding of financial terminology
Ability to create wow / delighter moments with customers
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Relevant project management, customer service, account management or sales experience with experience in Hosting
Technical certifications ITIL foundation certification/Prince 2 desirable but not essential
Req # 38590
Category Customer Relationship & Support