• Service Operation Manager

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