Rackspace Technical Service Delivery Manager - AWS in Hayes, United Kingdom

Job Overview

Overview & Responsibilities

As the #1 Managed Cloud Company, Rackspace is hiring Technical Service Delivery Managers to deliver Fanatical Support on Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting platform, accelerate adoption of Cloud in their business and improve upon traditional hosting strategies.

With a strong background in Enterprise support environments, you will help customers manage change, minimise risk, optimise operations and support business growth through pro-active and personable interactions. You will build long-term customer relations, understanding their business goals and operational capability in order to best align and manage Rackspace resources and services, and drive outstanding customer outcomes.

Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of AWS customers. As well as coordinating support teams, managing and reporting on SLAs, overseeing billing, incidents and change, you will focus on establishing a deep understanding of your customer’s business model, the applications they develop and host and how Rackspace support and AWS infrastructure can make their business more efficient, agile and scalable. Using your detailed knowledge of our service catalogue and their business’s drivers you will formulate and action Account Development Plans, through collaborating with and positively influencing all levels of your customer’s organisation.

The right candidate for the role will be adept at managing senior stakeholders, complex service delivery systems, co-ordinating Rackspace and customer teams around complex business and technical situations, always delivering within established timescales and exceeding customer’s expectations. To facilitate strong, personable customer relationships, some travel will be required to customer sites, with occasional international travel.

TECHNICAL CAPABILITIES:

Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.

Required

  • Strong customer focus, with an ability to continually anticipate and meet their needs

  • Amazon Web Services, licensing, billing, credit and escalation processes

  • Excellent working knowledge of Amazon Web Services, Compute, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc.

  • Certifications in AWS Business Professional, AWS Technical Professional and AWS TCO and Cloud Economics

  • VLANs, layer2/3 routing, access lists & load balancing

  • Infrastructure Automation, Config Management and Orchestration toolsets such as Chef, Puppet or Ansible

  • Design of native Cloud applications, Cloud application design patterns and practices

  • Working knowledge of one or more Programing languages (.Net, C++, Java, Ruby on Rails, Perl, PHP, Python)

  • Web Development (SDKs and IDE tool kits)

  • Service Oriented Architectures (SOA)

  • Application Lifecycle Management (ALM)

  • Monitoring tools such as AWS CloudWatch and Rackspace Cloud Monitoring

  • Leadership of account planning activities, service improvement or business development activity

  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes

Desirable

  • AWS Certified Solutions Architect Associate, AWS Certified Solutions Architect Professional

  • Project management qualifications (Prince2)

  • Certification in AWS (Architecting on AWS, Developing on AWS, Systems Operations on AWS etc.)

  • Application and platform analytics tools (AppDynamics or NewRelic)

  • Operating System Knowledge (Microsoft Windows and Linux Distributions)

  • OpenStack, Vmware, Hyper-V and Azure

  • ITIL Foundation or above

Qualifications

PERSON SPECIFICATIONS:

  • Strong Project Management – may be informal

  • Excellent execution and operational skills with high levels of accuracy and due diligence

  • Experience in collaborating with customer and internal support teams in a Managed services environment

  • Solid problem-solving abilities coupled with a desire to take on responsibility

  • Strong presentation skills and an ability to develop relationships with customer external stakeholders levels

  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy

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

  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise

  • Enterprise grade Service Delivery experience.

#LI-SW1

Req # 39015

Location(s) UK-Greater London-Hayes

Category AWS, Customer Relationship & Support