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Service Delivery Manager L3 Enterprise

Service Delivery Manager L3 Enterprise

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

Job Overview

Overview & Responsibilities

Enterprise customers host critical websites with us and have a high expectation for the level of service provided.  As the customer’s primary point of contact with Rackspace the Service Delivery Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.   


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 delivering service excellence
  • A passion for being a leader of company culture and values
  • A passion for developing strong, close professional relationships with with people and ability to quickly build rapport both
  • Passion and willingness to organize and attend customer lunches, dinners & other social engagement activities
  • A passion for working in small and large teams, directing others for best customer outcomes and holding others accountable
  • A passion for leading, mentoring and being part of a larger community and developing, implementing and leading continuous improvement initiatives






Key Accountabilities


  • Provides strategic leadership and direction for the delivery of the full service delivery life-cycle, including all post-sales services, from implementation and customer on-boarding to provision and manage services and support to clients/customers.
  • Strategic planning 6 months, 1 year and 2 years in advance, collaborating with commercial and product teams where necessary to ensure customer scalability, growth and retention.
  • Driving customer value add by leading strategic engagement through collaboration with sales and technical teams
  • Develops and implements customer service department procedure and process to improve  customer experience
  • Manages all facets of customer retention including driving resolution of customer concerns and developing customer strategy through effective use of product road-map, pricing/growth plans and continuous improvement.
  • Liaising between customers and sales, field service, order processing and accounting to resolve status, production, delivery and billing enquiries efficiently and effectively.
  • Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
  • Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
  • Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained.
  • Demonstrates a full understanding of industry best practice, competitive landscape, company policies and procedures, to pro-actively drive initiatives and value add solutions in imaginative as well as practical ways.
  • Leading the service delivery community on initiatives for department improvements and enhanced customer experiences.