Rackspace Technical Team Manager - Google in Hayes, United Kingdom

Overview & Responsibilities

Rackspace is seeking a customer obsessed Support leader to join theManaged GCP team and take responsibility of our Cloud Engineers and Technical Account Managers . As a specialist area within the business, we are responsible for unleashing our established brand of Fanatical Support to the GCP platform. Designing and enabling new and innovative ways of delivering managed services to our customers.

Your job as Senior Manager for GCP Support is to lead the EMEA Support function in two different aspects – you’ll need to continue to build and scale the business at the same time as running the business for the existing customer base. You will join a cross-functional leadership team and are expected to have the range in skillset to engage with the end-to-end customer journey – from pre-sale all the way through to BAU support.

The main focus of the role is to take responsibility for the support function in EMEA, which forms part of our global GCP support organization. You will report into the US Global Support Leader and have a dotted line into the EMEA GCP Leadership team. You will provide leadership and direction to the local team, while working with global support leaders on setting standards for operational discipline. The team is growing rapidly so operating at scale is a key requirement. You will be expected to evolve the existing operating model to better cater for scale and drive ever increasing value into our customers. You will also be tasked to understand how the GCP offering scales across the mainline business in the future.

Being successful in the role requires:

  • Robust knowledge of the public cloud industry, with a solid understanding of how to evolve and maintain a world class managed services offering.

  • Experience in building teams and scaling them to service thousands of customers.

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

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

  • Creating a work environment and atmosphere that engages and delights both Rackers and customers.

  • Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities.

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

  • Taking ownership of customer and Racker escalations to deliver the highest level of service

Qualifications

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

  • You must have a detailed understanding of the Cloud industry and associated technologies. Ideally you are well versed with one of the following AWS/Openstack/Azure/GCP platforms,

  • You have experience building 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 demonstrate the ability to set, communicate and execute a strategy.

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

  • Deep understanding of Service Management best practices frameworks such as ITIL

  • Significant exposure to operational management within a mission critical environment.

  • Proven management experience and ability to coach senior experienced team members.

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

  • Proven ability to build and maintain CXO level customer relations and act as an Executive Sponsor

Req # 38841

Category Managed GCP