Service Delivery Manager I

Customer Relationship & Support San Antonio, Texas


Please note: This is NOT a people manager/leadership position but rather an individual contributor position.  

PRIMARY RESPONSIBILITY: Owns the relationship held with each customer, and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer's technical, administration, and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support. Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization through identifying and taking advantage of sales, networking, and public relations opportunities and manages difficult situations to ensure Rackspace’s reputation of FANATICAL support is upheld. Owns customer requests for component upgrades. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint.



* KNOWLEDGE/SKILLS/ABILITY: General knowledge of hosting environment. General knowledge of technology based service oriented industry. Basic knowledge of Microsoft Office. General understanding of basic implementation process both systems and flow. Ability to listen and assess stated and unstated needs. Excellent interpersonal, written, and verbal communication and negotiation skills. Ability to adapt, learn and apply professional/business concepts. Ability to multi-task, organize and manage time. Ability to express technical concepts to a non-technical audience. Able to prioritize and highly varied work level in order to maintain required productivity levels. Ability to demonstrate innovative problem solving and critical thinking. Basic understanding of financial terminology and business acumen. Ability to learn Rackspace products and differentiator in the market. Basic relationship building and opportunity identification skills to leverage Rackspace products. Flexible and adaptable to work schedule based on customer need. Ability to provide FANATICAL support.

* JOB COMPLEXITY: Works on level appropriate customer requests via the ticketing system and escalates according to procedures. Exercises judgment to provide FANATICAL Customer Support to customer base. Maintains contact with others both internal and external. May take part in or assist with organizing customer visits and meetings. Handles customer account updates, i.e. address & contact changes, etc. Schedules maintenances. Completes and processes all component and hardware upgrades. Renews customer relationship with Rackspace. Manages appropriate technical resource(s) to solve customer problems. Highly transactional role primarily working through basic, defined procedures.

* SUPERVISION: Receives direct instructions on work assignments and supports higher level Account Managers with various projects in support of customer needs.

* EXPERIENCE/EDUCATION: HS Diploma or equivalent required. Bachelor's degree preferred. At the manager's discretion, a Bachelor's degree may substitute for the experience requirement. Prior business to business service/relationship management experience preferred. Prior account management experience highly desirable. Relevant hosting experience preferred.

EXTERNAL: 1 - 2 years relevant service/relationship management experience (or Bachelor's degree, at manager's discretion).

INTERNAL: 6-12 months RAX experience in a customer facing role (or Bachelor's degree, at manager's discretion).

* PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Occasional domestic 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.