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.

Job Description:

Career Level Summary

•Provides leadership to managers and professional Technical Support staff of Applications and Maintenance Services [Armor, GTO Maintenance, Citrix, SharePoint & Dedicated Exchange Solutions, etc.]

•Is accountable for the performance and results of multiple related teams

•Develops functional area plans, including business, production and/or organizational priorities

•Decisions are guided by resource availability and organizational objectivesCritical Competencies

•Business Insight: Utilizes knowledge of practices and approaches for managing the function as a viable business entity

• Utilizes knowledge of the organization’s business model and operations to drive high impact projects and complex analyses that support the organization’s mission

* Leverages deep understanding of the policies, practices, trends and information that impact the organization and its customers to plan for future projects. 

* Utilizes knowledge of the business and financial impact of decisions/solutions to drive high-impact projects that support the organization and contribute to financial performance.

•Systems Thinking: 

Takes a whole systems approach to analyze business issues and implements holistic solutions, ensuring that linkages between structure, people, process and technology are made* Gains support to implement solutions by gathering key senior leaders to ensure all perspectives are understood and the most effective solutions are developed. 

* Provides a broad organizational view and whole systems expertise to guide standardization and differentiation of policies/processes. 

* Provides deep expertise and a broad view of the organization to optimize linkages between structure, people, process and technology.

Key Responsibilities

•Other Incidental tasks related to the job, as necessary.

•Leads managers and senior professional staff of Technical support team to deliver customer outcomes and meet business objectives

•Accountable for performance and results of multiple related teams across shifts and regions that provide technical support, solutions, architect, deploy applications on customer systems and infrastructure

•Leads collaboration across shifts and departments to develop and execute customer service strategies that are tied to the achievement of company objectives

•Crises Response: leads a cross-departmental leadership team to assess risk, plan remediation and execute full remediation of customer and Rackspace environments

• Depending on situation, get on high level escalation calls with customer’s leadership team to provide resolution roadmap

•Coalesce operational information, media reporting and threat reporting to detect critical deficiencies, validate the deficiencies and recommend solutions

•Define an operational (functional area) plan and governance needed to implement support and technology standards by product line or platform to support strategy and company objectives

•Provides input to business strategy development

•Leads transformation programs at the functional to organizational level to ensure consistency, quality, speed of service and architectural integrity

•Decisions are guided by resource availability and organizational objectives

•Change Management: serves as a change requestor and change sponsor for changes that impact the company globally; understands the change management process; Risk Priority Number (RPN) scoring, and risk mitigation for each change

•Problem Management: serves as a scribe or facilitator in Root Cause Analysis (RCA) where systems, tools, process, or people did not achieve desired outcomes; understands the role of Sponsor and can act as a sponsor when properly appointedKnowledge

•Strong knowledge of the principles of customer service management and delivery•Knowledge of all facets of customer retention (CRM)* Knowledge of either technology -Armor, GTO Maintenance, Citrix, SharePoint & Dedicated Exchange Solutions is desirable..

•Expert knowledge in the methods and principles of finding resolution to customer concerns and developing a customer contact strategy

•Strong knowledge of the technology industry and competitive landscape

•Applies knowledge of key business drivers and the factors that maximize functional area performance

•Knowledge in analyzing operational processes, escalation procedures, and performing training needs assessments for identifying opportunities for service delivery improvements<div></div>Skills

•Exceptional people skills with the ability to engage and motivate subordinates and peers

•Ability to communicates effectively orally or in writing with peers, across functions and with senior leaders

•Ability to get on high level escalation calls with customer’s leadership team to provide resolution roadmap

•Strong leadership skills with high say-do ratio and the ability to develop talent through others

•Solid business acumen with comprehensive understanding of the organization and functional area

Education 

Required:

* Bachelor's Degree in technology related field.. 

Preferred:

* Six Sigma Green Belt certified.. 

* Rackspace Emerging Leaders or other leadership development program.

Certifications

•ITIL Certification preferred

•Project Management Certification preferredExperience

•15+ years of relevant work experience in Technical support operations

•A minimum of 4 years experience of managing large Tech support teams (managing managers)

•Experience applying technical resources in projects, training, policy development or delivery of customers service

Working Hours

* This is a leadership role and will require effective collaboration with leaders of other functions at Rackspace and at times getting on calls with customer’s leadership team located in international regions (e.g USA/UK)..