Director, Operations, Strategy & Service Delivery, Government Solutions

Business Operations & Programs Reston, Virginia




JOB TITLE:Director, Operations, Strategy & Service Delivery - Government Services


PRIMARY PURPOSE:  Responsible for developing and driving customer support strategies, growth efforts, and efficiency initiatives. This will include new business strategies, process refinement and development initiatives, and general business management efforts.




  • Coordinates resources within the team, the Company, and externally to complete projects.
  • Develops business cases for growth initiatives, cost savings projects, and projects to improve delivery of client support.
  • Executes projects to completion.
  • Drives resolution of strategic issues (competitive, cost structure, etc) affecting current business and future business.
  • Manages relationships with internal and external strategic partners.


  • Drives efficiency in service delivery processes and procedures.
  • Responsible for adhering to company security policies and procedures as directed.




  • Establishes departmental goals and objectives ensuring alignment with business unit's strategic plan.
  • Role is engaged in leadership and strategy 100% of time.
  • Directs the activities of a broad functional area or several smaller functional areas.
  • Direct reports are managers and/or senior managers.


  • Develops, modifies and executes policies that have a company-wide effect.
  • Develops and administers departmental budget and schedules.


  • Accountable for the performance and results of a medium-sized discipline in a major region.
  • Leads a department towards strategic goals and objectives.
  • Provides strategic planning for the department and contributes to strategic planning for the division.
  • Adapts and executes business plans and contributes to the development of functional strategies.
  • Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.


  • Failure to achieve goals will have critical impact on success of functional area and organization.
  • Regularly interacts with executives and major customers.
  • Advises senior leadership on developing and implementing strategic objectives.
  • Acts as a servant-leader.  Inspires others to creativity and autonomy.
  • Advises Senior Leadership on business decisions.




  • Expert knowledge in business management, operations and strategic planning.
  • Expert knowledge in driving business unit strategies, growth efforts, and efficiency initiatives.
  • Highly driven self starter, motivated, with excellent communication and analytical skills.
  • Solid organization, management, administrative and human relation skills, and a style, which exhibits maturity, servant leadership, sensitivity and teamwork.
  • Ability to communicate technical info and ideas so others will understand.
  • Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
  • Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
  • Ability to successfully work and promote inclusiveness in small groups.
  • Advanced knowledge of corporate objectives and strategies.
  • Excellent organizational, operational leadership, decision making and communications skills.
  • Very strong attention to details.
  • Consistently exercises sound judgment; makes appropriate decisions while considering the relative costs and benefits of potential actions.



Strategic Agility

  • Builds revenue, retention and reputation through commercial/product conversations, positively influencing customer considerations.
  • Grasps complex commercial and functional concepts across areas of the business, beyond area of expertise, department or division.
  • Articulates the strategic impact of the department on enterprise imperatives and translates into revenue generating roadmap for team.
  • Quickly adopts new ways of thinking and leadership styles that lend to getting the best results out of direct reports, teams, and senior leaders.
  • Takes intelligent risks and acts with future orientation, influencing the team to pivot as strategies and markets evolve.

Drive for Results

  • Coaches team to engage in future vision of organization in order to understand where the department can have the greatest business impact.
  • Collaboratively develops the department’s long-term plans needed to achieve the divisional strategy, allowing team members to own the detail.
  • Identifies opportunities to raise the bar and push teams outside of comfort zone in order to drive high performance and deliver beyond expectations.
  • Proactively advocates smart utilization of resources and spend, using data to underline ROI, trends and efficiencies.
  • Aligns departmental dashboards to divisional measures of success, enabling early detection of risks and opportunities.


  • Recalls analyst insights and information when telling the Rackspace story, referring to industry trends and future business goals.
  • Understands the voice of the customer and translates into enterprise strategy, providing meaningful direction. Helps teams to understand operational impacts on strategic imperatives.
  • Ignites passion across the department by translating departmental strategy into meaningful messages that mobilize Rackers, customers and partners in a shared direction.
  • Confidently uses functional expertise to field and answer questions from Rackers, customers, and vendors.
  • Formulates well thought, comprehensive messages with compelling business cases that inspire commitment from customers and leadership teams.

Growth Orientation

  • Demonstrates strong self-awareness of capabilities as a leader of a department, regularly gathering and acting upon feedback that strengthens leadership and commercial acumen.
  • Exhibits a growth mindset, role modeling the ability to shift ways of thinking and behaving that drives necessary change.
  • Holds self and direct reports accountable for developing Rackers across the function and organization, allocating resources, actively identifying opportunities and serving as mentor and coach.
  • Challenges mindsets regarding what top talent looks like and is known for creating opportunities for diverse talent to thrive and grow in the department.
  • Sets clear expectations of managers to prioritize learning as essential to organizational success in order to anticipate and pivot in a continuously changing business environment.

Relationship Building

  • Adapts various leadership styles to optimize effectiveness with line managers, team, peers, and senior leaders, recognizing the needs of others in solving problems with minimal disruption.
  • Creates an environment of trust by inviting others to help solve problems, ensuring follow-through on commitments, enabling reciprocal coaching and exhibiting a duty of care for others.
  • Seeks opportunities to have conversations with team members – below, across and above – that encourages idea sharing and demonstrates genuine interest in others’ points of view.
  • Forges trust-based partnerships across the enterprise, demonstrating desire to break down silos.
  • Creates and engages a robust, established network to solve problems, share best practices, and gain customers.


  • Actively considers the bigger picture, prioritizes resources as a collective and makes allocation decisions that are dependent on “First Team” priorities
  • Troubleshoots, brainstorms and enables accountability for others’ success.
  • Encourages debate, considers all input and works together to make hard decisions, role modeling expectations of a unified front once decisions are made.
  • Proactively shares information within and outside function, breaking down silos and territorial behaviors.
  • Receptive to outside influence, thoughts and decisions, demonstrating a belief in others’ expertise and positive intent.


  • Must be able to pass a Public Trust background check at hire.
  • May require further DOD security clearance.


  • Bachelor’s degree in business, technology or related field.
  • MBA or advanced degree preferred.
  • High School diploma required.


  • Requires 12-15 years of professional experience in business management, operations and/or strategy.
  • Must have a minimum of 5 years of people management experience.
  • A varied business operations and technical services background including experience planning and managing strategic and operational projects is also desired.



  • Normal office environment.
  • High levels of stress may occur at times.

TRAVEL:  Occasional domestic travel required, less than 20%



























The above information has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.


For those having a need to know pursuant to company instructions.

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Created: 9 July, 2019Last Updated: 9 July, 2019

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.