Technical Service Delivery Manager

This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.Technical Service Delivery Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace managed services delivery teams.They ensure that their customers\’ technical, administrative, and operational needs are met. Additionally, they are expected to strengthen the customer relationship by building rapport, identifying sales opportunities, networking, and managing difficult situations to uphold Rackspace\’s reputation for Fanatical Support.Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing positive customer relations, which can significantly impact service and product revenue. Their focus may be in pre-sale, post-sale, or both.Key ResponsibilitiesBuilding strong partnership relationships with customersOverseeing Incidents, Changes, and Service Requests, coordinating Rackspace and customer teams to meet SLAsConducting incident reviews, tuning alarm thresholds, and driving automation to reduce manual interventionManaging data protection and patching activities, reporting on outcomesImplementing capacity and performance management strategies, forecasting growth, and scaling proactivelyDocumenting, implementing, and testing Business Continuity Planning (BCP) and Data Recovery proceduresReviewing service failures and producing incident reports as neededCollaborating with customers and engineers to manage DevOps and Cloud services using agile methodologiesHosting backlog planning, retrospectives, and scheduling delivery with product teamsScheduling maintenance and ensuring quality checksDecommissioning or replacing deprecated cloud services before end of serviceEnsuring documentation for service requirements is up to dateOrganizing and chairing quarterly review meetingsReviewing and reporting on SLAs, SLOs, and contractual commitmentsManaging issues and risks logs, reviewing regularly with leadershipManaging contracts within budget, forecasting resources, and improving marginsPlanning shift rotas to ensure service coverage, considering holidays, sickness, and growthAdhering to security policies and proceduresGeneral ResponsibilitiesIdentifying and coaching team membersDriving product, team, and process developmentDemonstrating business acumen and adapting communication styleAiming for an 80% Net Promoter ScoreEnsuring high customer satisfaction ratingsContributing to business growth through new opportunitiesForecasting churn and engaging management to prevent customer lossSkills & Experience requiredExperience with ITIL-based support services, including Incident, Change, and Problem managementExperience operating IaaS, PaaS, & SaaS services on at least one public cloud providerKnowledge of cloud optimization and cost management toolsExcellent written and verbal communication skillsStrong relationship-building skillsGood organizational and prioritization skillsCreative problem-solving approachMinimum of three years in a technical roleIntermediate project management experienceKnowledge of agile methodologies like Scrum and KanbanWillingness to work occasionally outside normal hours due to 24/7 operations #J-18808-Ljbffr