• Customer Care Manager

    Location(s) UK-Middlesex-Hayes
    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 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
    • 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.
    • 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