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Technical Service Delivery Manager L2

Technical Service Delivery Manager L2

Req # 
UK-Greater London-Hayes
Customer Relationship & Support

Job Overview

Overview & Responsibilities

The Infrastructure Services Segment is responsible for providing industry leading Fanatical Support™ to Rackspace’s Managed Colocation, Private & Public Cloud customers. As the customers primary point of contact with Rackspace the Technical Service Delivery Manager role is pivotal in supporting and advising customers and ensuring that the customer’s expectations are exceeded.


The Technical Service Delivery Manager (T-SDM) has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers.  The T-SDM is expected to be a well-rounded individual with strong service delivery management and technical input around cloud offerings. They will 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
  • Identification of process improvement and management of change
  • Effective service delivery and escalation management
  • Sound technical knowledge of the Hosting Technologies
  • Effective communication and negotiation skills at all levels, Technical through to Directors
  • Commercial and business acumen


Role Responsibilities:


Key Accountabilities


  • Building strong partnership relationships with customers at every level of their business
  • Project Manage, plan and document customer migrations and maintenances
  • Manage support requests and co-ordinate Rackspace functions to deliver within agreed timescales
  • Own implementation calls and engage in technical discussion providing technical consultancy
  • Oversee implementations for on time delivery, acting as a point of escalation
  • Provide Team Manager with weekly report on Install Base metrics; Credits, Churn, Growth, EOTR
  • Review Service Failures and produce incident reports matching Rackspace standards when required
  • Validate, negotiate and process Service Credits and manage Contract Renewal negotiations
  • Ensure appropriate documentation is in place for specific support requirements
  • Organize and chair quarterly service review meetings presented via power point
  • Identify both internal and external growth opportunities and support Sales in winning the business
  • Work with MIS Team to produce ad-hoc reports when required
  • Lead the development of new processes and procedures to suit changing business requirements
  • Host “customer-fit” meeting when to ensure customers wanted to transition segments are a good fit
  • Responsible for adhering to company security policies and procedures as directed


Key Performance Indicators


  • Strive towards a world class target of 80% for the Net Promoter Score
  • Ensure high End of Ticket Ratings through world class Service Delivery Management
  • Engagement of every customer within their customer portfolio at a minimum once per quarter
  • Contribute to install base and new sales growth by identifying new business / upgrade opportunities
  • Accurately forecast churn and engage managers / business development consultants to avoid defection
  • Reduce the risk of churn by ensuring we retain customers in contract
  • Control credit memos through good administrative control and negotiation on service failures


Role Requirements:  


  • Tenacious problem solver, will own issues until full resolution
  • Industry qualification in Networking Technologies such as CCNA or above desirable / relative industry experience
  • Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / relative industry experience
  • Industry knowledge and practical application of Cloud technologies essential. Configuration management experience (DevOps) desirable.
  • 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 commercial and negotiation skills, with excellent business 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
  • Previous experience required in a Service Delivery / Account Management role / System Administration
  • PRINCE 2 Practitioner level understanding of Project Management
  • Understanding of IT industry working practices / methodologies including certification in ITIL foundation certification