• MPC Technical Onboarding Manager I

    Location(s) UK-Greater London-Hayes
    Req #
    40902
    Category
    Managed GCP
  • Overview & Responsibilities

    Rackspace is seeking a Level 1 Technical Onboarding Manager to join the partner cloud team with a strong background in project management within post sales environments. In this role you will be the primary point of contact within Rackspace and will help onboard customers; coordinating and monitoring partner cloud Builds from initiation through delivery for our SMB and Mid-Market Customers. You will be responsible for minimising risk, optimising operations and supporting business growth through pro-active and personable interactions. You will build short-term relationships with customers during their Onboarding experience and long-term relationships with Sales, Technical Services, Service Delivery and Support understanding their business goals and operational capability to best align and manage both Rackspace and our customers to drive outstanding outcomes.

     

    Working with pre-sales architects, sales, and support you will be the executor of the Onboarding experience between Rackspace and their portfolio of partner cloud customers. Coordinating support teams, managing and reporting on End to End delivery times and overseeing capacity management, you will focus on establishing a deep understanding of the Onboarding experience taking opportunities to improve and develop how Rackspace support delivers agile and scalable outcomes.

     

    The successful candidate will leverage their project management experience to co-ordinate Rackspace and customer teams, forecasting capacity, scheduling and planning, always delivering within established timescales and exceeding customer’s expectations.

     

    To facilitate strong, personable customer relationships, occasional travel will be required to customer sites including international travel.

     

    Key accountabilities of the role are:

    • Understand and deliver on the partner cloud Onboarding Experience
    • Provide strategic and operational guidance that will allow Rackspace to continually optimise the Onboarding experience
    • Own resource scheduling and capacity management of the partner cloud Build team to deliver desired outcomes on time
    • Drive strong customer satisfaction (NPS) through Fanatical Support
    • Own issues, and escalations and drive collaboration with other teams to find speedy resolutions
    • Support the success and development of others in the team

     

    Qualifications

    • Strong experience in Project Management, service improvement or business development activity
    • Strong customer focus, with an ability to continually anticipate and meet their needs
    • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes
    • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy.
    • Strong rapport and relationship building skills with both internal departments and external customers.
    • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise.
    • Solid problem-solving abilities coupled with a desire to take on responsibility.
    • Good communication skills and an ability to develop relationships with internal and external stakeholder’s levels.
    • Project Management qualifications (e.g. Prince2) & Service Management qualifications (e.g. ITIL Foundation) are desirable
    • Experience providing Service Delivery for Enterprise customers.
      Knowledge of Google Cloud, Amazon Web Services and Microsoft Azure including Compute, Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc.