Service Operations Manager

Customer Relationship & Support Somerset, New Jersey San Antonio, Texas



PRIMARY RESPONSIBILITY:  Supports Major Incident, Change and Problem Management for individual customers.  Manages and coordinates Major Incident, Problem and Technical Change across the organization.  Drives service restoration by providing a link between the Customer, Support and Operations.  Assumes end to end ownership of Problems from identification through to resolution ensuring the process and its execution remains in line with the Rackspace Service Management methodology and industry best practice frameworks.  Acts as the central point of contact for all Technical Change concerning US Rackspace infrastructure.  Owns and manages the dedicated Change Management process for a single large customer.



  • KNOWLEDGE/SKILLS/ABILITY: Strong knowledge of Major Incident, Problem Management and Change Management best practices.  Ability to carry out Incident Post Mortems and/or Root Case Analysis.  Ability to meet challenging targets within tight deadlines.  Strong negotiation skills with suppliers and customers.  Detail-oriented with the ability to follow processes and procedures.  Ability to adapt to changes in processes and products.  Strong organizational, time management and prioritization skills.  Excellent communication skills required at all levels (including C-level) for both written and verbal with great attention to detail.  Ability to learn and retain technical knowledge.  Ability to identify opportunities for improvement within the business processes.  Effective trouble shooting and analytical skills and ability to manage complex and technical projects.  Good level of understanding of ITIL preferred.
  • JOB COMPLEXITY: Acts as the final escalation point for customer.  Reviews service failures to highlight and drive process improvement opportunities.  Coaches teams on how to apply industry best practices during Major Incidents.  Builds strong relationships with customers over short periods.  Manages the relationships with vendors and partners that may need to be engaged during major incidents.  Provides reporting and analysis related to problem management.  Acts as an advisor to the business for upgrade and maintenance projects.  Leads regular Change Advisory Board and Emergency Change Advisory board meetings, as required.  Conducts post review/RCA for any failed or limited success changes, and works with appropriate teams to ensure issues/actions are addressed.  Creates and maintains a Standard Change Catalogue, incorporating standard changes from all functional support teams.  Ensures synchronization with RTCM Change Management.  Provides reporting and analysis related to change management.
  • SUPERVISION: Receives minimal guidance on projects or assignments. May provide guidance and training to team members.
  • EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor’s degree preferred. At least 8 years of incident management experience required, including exposure to change/problem management. ITIL / Foundation certification preferred.
  • PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.  Occasional travel, less than 10%.




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.