Global Delivery Senior Manager - Cloud Infrastructure
RackspacePosted 3/3/2025
Global Delivery Senior Manager - Cloud Infrastructure
Rackspace
Job Location
Job Summary
We are seeking a Global Delivery Senior Manager to lead the delivery of pre and post-sales services and support to clients and customers. The role involves managing customer retention, analyzing operational processes, and developing personnel to ensure efficient operation. The ideal candidate will have experience in cloud computing, infrastructure solutions, and offshore team management. They will be responsible for setting up and managing an offshore team in India, establishing a global delivery model, and providing technology guidance to the team. This is a full-time remote position with flexible work options.
Job Description
Job Description Summary
Provides leadership and direction for the delivery of pre and post-sales services and support to clients and customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
The Sr Manager Infrastructure and Delivery is responsible for
- Responsible for setting up and managing offshore team (in India) for the identified account (s) including hiring and developing talent
- Establish global delivery model and work with cross-functional teams and customers in other geographies
- Understand the SOWs and Contracts, Service Levels, KPIs and own the delivery responsibilities
- Develop and implement global delivery model including 24X7 shift, on-call and weekend support models
- Provide technology guidance and leadership to the team; Dive deep as needed for faster issue resolution
- Work with internal teams and drive teams towards delivering account objectives
- Own the delivery of services from offshore, improve customer satisfaction by consistently raising the bar on delivery
- Should have a broad understanding of Cloud computing, Infrastructure solutions (Storage, Compute, Networking)
