Cloud Technical Team Manager

Leadership Hayes, Greater London


Description

Rackspace is seeking a customer obsessed Support leader to join their Cloud Business Unit and take responsibility of our Cloud Engineers. As a specialist area within the business, we are responsible for unleashing our established brand of Fanatical Support for our Cloud Platforms. Designing and enabling new and innovative ways of delivering managed services to our customers. Your job as Cloud Technical Team Manager is to lead the Technical Support function in two different aspects – you’ll need to continue to build and scale the business at the same time as running the business for the existing customer base.  You will join a cross-functional leadership team and are expected to have the range in skillset to engage with the end-to-end customer journey – from pre-sale all the way through to business as usual support.

The main focus of the role is to take responsibility for the support function in EMEA, which forms part of our global support organization. You will report into the US Global Support Leader and have a dotted line into the EMEA Cloud Leadership team. You will provide leadership and direction to the local team, while working with global support leaders on setting standards for operational discipline. The team is growing rapidly so operating at scale is a key requirement. You will be expected to evolve the existing operating model to better cater for scale and drive ever increasing value into our customers. You will also be tasked to understand how our Cloud offering scales across the mainline business in the future.

There are various factors that will make you successful in this role which include:

  • Robust knowledge of the public cloud industry, with a solid understanding of how to evolve and maintain a world class managed services offering.
  • Experience in building teams and scaling them to service thousands of customers.
  • Ability to influence the business both locally and on a global stage
  • Passionate management and coaching of the frontline staff and managers.
  • Creating a work environment and atmosphere that engages and delights both Rackers and customers.
  • Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities.
  • Proficient at making business cases for change and / or investment
  • Taking ownership of customer and Racker escalations to deliver the highest level of service

Key Accountabilities:

  • Set and execute in-region support strategy for Managed Cloud.
  • Align with the Global Technical Support function
  • Act as a conduit for the wider International Support business.
  • Recruit, manage and develop exceptional talent into the team.
  • Build and maintain a system for creating world class experts on our Cloud platforms.
  • Design and implement operating models that enable the cloud support function to scale in a hyper growth climate.
  • Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigour.
  • Take ownership of driving complex client escalations through to conclusion with high degree of client satisfaction.
  • Working directly with finance to secure and agree departmental budgets, with successful management of budget performance (travel, training, expenses, tools and headcount). Ensure you are managing the headcount required to deliver the highest level of service to our customers.

Qualifications & Experience:

  • First and foremost, you are customer obsessed with demonstrable examples of working vigorously to earn customer trust and building teams who have an embedded customer first mindset.
  • You must have a detailed understanding of the Cloud industry and associated technologies. Ideally you are well versed with one of the following AWS/Openstack/Azure/GCP platforms,
  • You have experience building similar teams through periods of intense growth.
  • You are a well-rounded leader with a blend of business and technical acumen.
  • You work best in an environment of rapid change and are comfortable operating with autonomy.
  • You demonstrate the ability to set, communicate and execute a strategy.
  • Building compelling business cases, influencing leaders and presenting to external customers should be familiar to you.
  • Deep understanding of Service Management best practices frameworks such as ITIL
  • Significant exposure to operational management within a mission critical environment.
  • Proven management experience and ability to coach senior experienced team members.



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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.