As the #1 Managed Cloud Company, Rackspace is hiring Technical Service Delivery Managers to deliver Fanatical Support on Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting platform, accelerate adoption of Cloud in their business and improve upon traditional hosting strategies.
With a strong background in Enterprise support environments, you will help customers manage change, minimise risk, optimise operations and support business growth through pro-active and personable interactions. You will build long-term customer relations, understanding their business goals and operational capability in order to best align and manage Rackspace resources and services, and drive outstanding customer outcomes.
Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of AWS customers. As well as coordinating support teams, managing and reporting on SLAs, overseeing billing, incidents and change, you will focus on establishing a deep understanding of your customer’s business model, the applications they develop and host and how Rackspace support and AWS infrastructure can make their business more efficient, agile and scalable. Using your detailed knowledge of our service catalogue and their business’s drivers you will formulate and action Account Development Plans, through collaborating with and positively influencing all levels of your customer’s organisation.
The right candidate for the role will be adept at managing senior stakeholders, complex service delivery systems, co-ordinating Rackspace and customer teams around complex business and technical situations, always delivering within established timescales and exceeding customer’s expectations. To facilitate strong, personable customer relationships, some travel will be required to customer sites, with occasional international travel.
Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.