Delivery Leader Cloud Managed Services/Senior Manager Cloud Practice

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.