Foster a culture of accountability, collaboration, customer obsession, and continuous learning.
Support employee career growth and succession planning.
Service Delivery & Customer Success
Ensure exceptional customer experiences through proactive operations and effective issue resolution.
Partner with customer-facing stakeholders to support strategic accounts and address service concerns.
Review customer trends, service metrics, and feedback to identify improvement opportunities.
Support onboarding readiness and ongoing service operations for managed cloud customers.
Continuous Improvement & Business Scaling
Drive automation, operational excellence, and process improvement initiatives.
Identify recurring operational challenges and lead actions to reduce toil and improve scalability.
Promote the development of runbooks, knowledge articles, and operational documentation.
Support initiatives that improve efficiency, customer outcomes, and business growth.
Business Management
Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals.
Provide regular operational reporting, including weekly Progress, Plans, and Problems (PPP) updates.
Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration efforts.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.
15+ years of total Experience with 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments.
2+ years of people leadership experience managing technical teams.
Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
Experience managing customer escalations and service delivery operations.
Strong analytical, communication, coaching, and stakeholder management skills.
Fluent English communication skills; Spanish proficiency required.
Preferred Qualifications
Public cloud certifications (AWS, Azure, GCP).
Experience in managed services, SRE, DevOps, or modern operational support models.
Experience leading distributed and geographically diverse teams.
Demonstrated success driving automation and operational improvement programs.
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- About Rackspace Technology
Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.
