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Customer Care Manager

Customer Care Manager

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

Job Overview

Overview & Responsibilities

The Enterprise Segment is responsible for providing industry leading Fanatical Support™ to Rackspace’s largest enterprise level customers. The Enterprise segment consists of a number of customer centric teams that are dedicated to a portfolio of customers. These teams include Service Delivery Managers who are responsible for managing service delivery and take ownership of the overall customer relationship as well as Lead Infrastructure Engineers who are responsible for the technical performance and stability of their assigned accounts. The typical Enterprise customer has a very high expectation of service delivery and requires a consultative approach from their dedicated account teams as well as productive partnership. The Enterprise team prides itself on delivering operational excellence and being successful in the role requires:

  • Passionate management and coaching of the Lead Infrastructure Engineers and Service Delivery Managers
  • Effective management of escalations
  • Creating a work environment and atmosphere that engages and delights both Rackers and customers
  • Creative thinking on ways to improve our service delivery
  • Effective adaptation of working in line with corporate objectives
  • Adherence to Industry recognized standards


Key Accountabilities


  • Recruiting, managing and developing technical and non-technical Rackers
  • Acting as the final escalation point for customer and staff issues
  • Reviewing service failures to highlight and drive process improvement opportunities
  • Managing SLAs and implementing process change to underpin contractual SLAs
  • Coaching teams on how to apply industry best practices during customer consultations to maximise service delivery
  • Setting team targets and managing/monitoring performance accordingly
  • Ensuring the integration of new team members and maintaining the Rackspace culture
  • Building a scalable and efficient organizational model
  • Collaboration with the US and internal departments
  • Building strong relationships with customers and developing synergies to improve the service.
  • Management of team bonus and commissions structure
  • Maintaining a motivated, engaged team
  • To present and promote Rackspace to existing customers through meetings and visits
  • Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.
  • To create a close working relationship with the Intensive leadership team in both the UK and US.
  • Responsible for adhering to company security policies and procedure as directed





  • Effective cost centre management and budgetary control
  • Building compelling business cases and following through
  • Strong negotiation skills with suppliers and customers
  • Significant operational management experience within a mission critical environment
  • Ability to meet challenging targets within tight deadlines
  • Proven track record of change improvement meeting strategic objectives
  • The ability to engage and motivate staff and provide cross functional collaboration across all departments
  • Experience in mentoring, coaching and training a team, ideally both technical and non technical roles