• Service Operation Manager

    Location(s) UK-Cardiff
    Req #
    Customer Relationship & Support
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!


    More on Rackspace


    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

    Overview & Responsibilities

    The Service Operation Manager will be required to support Rackspace International Major Incident, Change and Problem Management.  Providing industry leading Fanatical Support™ to Rackspace’s largest customers.


    Rackspace is looking for highly motivated self-starters that can manage and coordinate Major Incident, Problem and Technical Change across Organization and Company.  This is a highly visible position that requires frequent contact with Senior Leadership and the ability to operate and communicate in a fast-paced environment.


    Key Accountabilities

    • Adaptability, flexibility and the ability to deal with ambiguity associated with working in a fast paced environment
    • Ability to manage, prioritize and successfully execute multiple tasks and activities.
    • Ability to balance competing demands for resources and adapt to changing priorities.
    • Demonstrate cross-group collaboration, negotiation, and organization skills.
    • Ability to get great results under tight deadlines.
    • Influencing others without having direct authority. 
    • Ownership of Problems through lifecycle from identification through to resolution.
    • Providing feedback to internal Rackspace teams discovered during problem analysis that impact effective customer service delivery and customer satisfaction (NPS).
    • Reporting and analysis on Problem Management.
    • Maintain close working relationship with US counterparts to ensure that best practices are shared and efforts are joined where common issues are being addressed or common goals being pursued.
    • Process ownership, development and delivery for International Single Customer Change Process.
    • Advisory, representation and communication of International Change needs to Global Infrastructure / Change and Rackspace teams.
    • Advisor to International business for Upgrade and Maintenance projects.
    • Chair regular Change Advisory Board and Emergency Change Advisory Board meetings as required for the International group.



    • Good level of understanding of ITIL / Foundation certified (preferable)
    • Previous Major Incident, Problem Management and Change Management experience
    • Significant operational management experience within a mission critical environment
    • Ability to meet challenging targets within tight deadlines
    • Strong negotiation skills with suppliers and customers
    • Strong organizational, time management and prioritization skills
    • Excellent communication skills required at all levels (including C-level) for both written and verbal with great attention to detail
    • Identify opportunities for improvement within the business processes
    • Appetite to challenge status quo and existing boundaries to drive change within the business.
    • Compelling business case formation and follow through with strong influencing, negotiation skills and the ability to inspire and motivate others.
    • Experience of data analysis and trending with ability to identify improvements and actions