Service Delivery Associate II

Customer Relationship & Support Mexico City, Polanco




Service Delivery Associates Level 2 provide support to the Service Delivery Managers in our more complex customer base ensuring fast and efficient response and resolution of customer requests.  Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group.


Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.


Service Delivery Associates are responsible for taking ownership of transactional customer requests with each of their customers and to serve as an interface between the customer and the Rackspace Service Delivery Manager.  They ensure that their customers technical, administration and specialist support needs are met. 





Key Accountabilities


  • Monitor inbound customer ticket requests and route appropriately 
  • Respond directly to customer information requests for specific task responsibilities
  • Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
  • Proactively take ownership and work tickets
  • Identify common/recurring operational issues in support queues and support customer to resolution
  • Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
  • Escalates support requests (phone/ticket) according to escalation procedures
  • Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
  • Responsible for adhering to company security policies and procedure as directed.
  • Utilizing business knowledge, networks and commercial acumen to see tickets through to completion


Key Performance Indicators

  • Number of tickets worked
  • Number of ticket updates provided (public facing and internal)
  • Number of tickets successfully closed
  • Number of tickets created and routed
  • Ticket Response time
  • Ticket Resolution time
  • Performance accuracy measures
  • Performance accuracy measures
  • Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
  • Engagement of every customer within their customer base
  • Ticket and workload management
  • Contribute to install base growth by completing upgrade opportunities
  • Reduce the risk of churn by ensuring we retain customers in contract by successfully executing complex renewals




Credit sign-off:  None

Team Profile: Service Delivery

Recruitment: None

Internal exposure: Support Engineers, Sales, Marketing

Budgetary: Managing Travel and Customer Entertaining expenditure

External exposure: Customers



MAIN CONTACTS (external/internal):







Daily - Proactive & Re-active

Accountable for the level of service delivery provided by Rackspace and responsible regular checks with customer to ensure expectations are met

Management of maintenances and implementations. 

Team Members


Help create a positive, energetic and engaging environment for all Rackers.

Cover other customers when out of office to ensure customer needs are met. 

Other departments

(EMEA & Other)

As required

Able to build strong relationships with other business functions to ensure they deliver the highest levels of support.  Able to escalate issues and promote change in business processes to improve quality / efficiency.

Management & Senior Leadership

As required

Build relationships with senior leadership to facilitate change.

Highlight risks / area of concerns within the customer base.

Escalate issues when appropriate.

Report on performance against KPI’s.





  • Excellent communication skills, both written and verbal with great attention to detail
  • Strong rapport and relationship building skills with both internal departments and external customers
  • Strong level of business awareness and commercial acumen
  • Strong organizational, time management and prioritization skills
  • 4 years experience in a Service Delivery / Account Management role
  • 4 years experience in the IT industry or holds a good understanding of Internet Technologies
  • Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

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.