Rackspace Service Delivery Manager in Quarry Bay, Hong Kong

Job Overview

Overview & Responsibilities

As the customer’s primary point of contact with Rackspace the Service Delivery Manager role is pivotal in delivering world class customer service and ensuring that the APAC regions customer’s expectations are exceeded.

As the customer’s primary point of contact with Rackspace the, Service Delivery Manager has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers. 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

  • The ability to identify opportunities to delight and wow customers

  • Effective service delivery and escalation management

  • A creative approach to problem solving

  • Effective communication and negotiation skills at all levels, technical through to directors

  • 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

  • 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

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

  • Produce ad-hoc reports when required

  • Queue and ticket management



  • Tenancious problem solver, will own issues until full resolution

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

  • Fluent in English and Cantonese

  • Mandarin desirable

  • Strong team player who can build rapport 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

  • Able to take a creative approach to situations and problem solving

  • A minimum of one years experience in a Service Delivery / Account Management role

  • Experience in the IT industry or good understanding of Internet Technologies is an advantage

  • Due to 24x7x365 operation, must be willing to be available for occasional out of hours work #LI-RP1

Req # 38755

Location(s) HK-Quarry Bay

Category Customer Relationship & Support