Rackspace is seeking a customer obsessed Support leader to join the Managed 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: