Key Responsibilities:
- Build and establish a Cloud Managed Services Business Unit for Rackspace's global enterprise customers, focusing on business growth.
- Assume the role as a leader for Managed Services (RMC-Rackspace Managed Cloud), overseeing service delivery operations, revenue, margin, and utilization targets.
- Develop and execute a strategic plan that includes prioritized offerings, target markets, customer segments, monetization models, a mix of Racker and Partner delivered capabilities, and clear performance measures and objectives.
- Drive the growth of Cloud Managed services in US by collaborating with Pre Sales and the Go-To-Market team.
- Collaborate with presales solution, advisory-led sales for both existing and new customers.
- Actively participate in pre-sales activities and contribute to deal reviews for the Cloud Managed services business.
- Take responsibility for delivering large and complex Managed services engagements globally, ensuring high customer satisfaction.
- Establish a Delivery Excellence function and ensure the successful delivery of engagements within defined SLAs and SLOs.
- Collaborate with Hyperscale’s to create strategic initiatives that contribute to business growth.
- Establish Cloud Managed services partnerships for Hyper Scaler Partners.
- Collaborate closely with the Offering and Marketing organization to craft market-defined offers and take a leading role in deploying those offerings.
- Lead a large team of L1, L2, L3, SME, Architects and Managers across the region as a senior manager and delivery leader.
- Contribute to building a world-class organization through talent management excellence, including attracting, recruiting, developing, and retaining key talent and including architects with a strong background in IT-Infrastructure architecture covering on-Prem, Public and Hybrid cloud.
- Ensure operational excellence by maintaining healthy team utilization, accurately forecasting revenue, margin and representing the business in front of Senior Leaders and customers.
- Demonstrate cross-organizational agility, effective communication, and leadership skills.
- Provide technical thought leadership, offering pattern recognition around key opportunities, and serving as a key technical influencer across Rackspace.
- Maintain an in-depth knowledge of clients' business and industry, anticipating and addressing opportunities and issues as they arise.
- Defining and operationalization of device excellence metric.
- Governance and review of operationalization of device excellence metric with different stake holders.
- Ensure managing operational metric parameters like Service Level Agreements (SLAs), Customer Satisfaction (CSAT), Response Time, Mean Time to Resolve (MTTR), Cost Efficiency and Continuous Improvement.
- Managing Partner/Vendor to ensure the partners are proving adequate require support to Rackspace Client. Having governance with Vendor delivery leader ensuring Client satisfaction across all services.
Qualifications:
- Seasoned IT-Infra Delivery leader with strong experience in building Managed Services business for Hyperscale’s or leading Consulting/SI organizations.
- Experience of managing large Shared and dedicated Infra and Apps Services support business.
- Strong understanding of technology and standard practices around ITIL, Service Delivery, Shared services.
- Strong understanding of services business including commercial models, SLA’s.
- In-depth knowledge of Hyperscale /Cloud offerings and services to build and deliver services around them.
- Strong experience of leading customer discussions and winning deals based on solution strength.
- Strong delivery experience of successfully delivering large managed services engagements with Global Delivery model.
- Strong experience in managing delivery partners and vendors.
- The individual possesses experience in leading a Center of Excellence team dedicated to supporting multiple customers in accordance with customized scopes of work.
- Experienced in providing client support through both Dedicated and Shared delivery models.
- Strategic thinker who can plan and build long range plans.
- Thorough knowledge of all areas of business operation including strategic and operational planning.
- Ability to lead teams of support professionals and delivery managers.
- Proven leadership and motivational skills with a passion for excellence and a constant desire to innovate and improve.
- Excellent time management, communication both oral and written, decision-making, presentation, human relations, and organizational skills.
- Must be a strong presenter to technical audiences.
- Attention to detail in all areas of the work.
- Knowledge in Cloud, Networking, Database, Backup and Operating systems.
- Education
- Bachelor’s degree in science, Engineering, Business, or a related field required.
- Advanced degree preferred.
- High school diploma or equivalent required.
- Preferred any cloud certification.
- Experience
- 11+ years’ experience building and leading Infra and Apps managed services business. Experience of working with large IT Services company.
- Significant experience in managing US as well as Global Customer.
- 11+ years of experience as Service Delivery Leader with ITIL, ITSM experience.
- 2+ years leading of 50 + people.
United States
