Director, Customer Service Delivery

Rackspace Technology; Gurugram District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Rackspace Technology in Gurugram, India is seeking a senior manager to lead the Professional Services team and ensure profitable contract delivery for AWS-based engagements.

You will allocate work, mentor staff, and collaborate with Sales, Marketing, and Operations to drive customer success and high-value outcomes across complex migrations and integrations.

Qualifications

• High School Diploma or regional equivalent required.
• Bachelor's Degree required; additional relevant experience may substitute degree.
• AWS Certifications.

Responsibilities

• Develop and oversee implementation of effective services delivery strategies and solutions, cross-functional team engagement, and staff management.
• Recruit, hire, train, develop, motivate, and coach the Professional Services team.
• Develop strong, positive relationships with Rackspace Sales, Marketing, Channel, Service Delivery and Operations Teams.
• Lead complex technical consulting engagements end-to-end, including project planning, risk management, stakeholder management, and delivery of business outcomes with AWS best practices.
• Enable customers to adopt AWS services through knowledge transfer, training, and implementation of best practices.

Skills

AI/Machine Learning

Cloud Computing

Cybersecurity

DevOps Coding Skills

Network/Systems Skills

Education

High School Diploma

Bachelor's Degree

Job description

Job Profile Summary

Leads a team of technical resources to deliver high value services for Rackspace customers for integration and continued support. This role will be responsible for managing human resources to support execution of professional services agreements. Works with professional services leadership to allocate work and position human resources in a manner that drives profitability and contract delivery in a timely manner.

Careel Level Summary

Manages professional employees and/or team leads

Has accountability for the performance and results of a team within own area of specialty

Adapts functional area plans and priorities to address resource and operational challenges

Decisions and problem solving are guided by processes, procedures and functional area plan; receives guidance from senior management

Provides technical guidance to employees, colleagues and/or customers

Critical Competencies

• Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results
• Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success
• Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions
• Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions
• Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders

Key Responsibilities

• Develop and oversee implementation of effective services delivery strategies and solutions, cross-functional team engagement, and staff management
• Recruit, hire, train, develop, motivate, and coach the Professional Services team
• Develop strong, positive relationships with the Rackspace Sales, Marketing, Channel, Service Delivery and Operations Teams
• Establish and implement performance measurements designed to track and report progress against the professional services strategy. Develop industry best practices, methodology, and consulting capabilities into a mature, enterprise-class service delivery model
• Facilitate application of lessons learned and best practices across engagements to minimize risk and maximize value to the customer
• Work with operational staff as it relates to initiatives that affect the Professional Services Teams
• Interface with internal teams by working with new product initiatives to ensure completeness and relevance to customer requirements
• Responsible for adhering to company security policies and procedure as directed
• Lead complex technical consulting engagements end-to-end, including project planning, risk management, stakeholder management, and delivery of business outcomes while applying AWS best practices and frameworks
• Maintain technical credibility through architecture reviews and technical oversight, ensuring solutions align with best practices and customer needs while effectively managing development teams
• Develop and execute comprehensive product roadmaps and delivery plans including requirements, prioritization, resource allocation, milestone tracking, risk mitigation, and status reporting while ensuring quality and security standards are met
• Enable customers to adopt AWS services through knowledge transfer, training, and implementation of best practices, acting as a trusted technical advisor throughout the engagement lifecycle
• Drive operational excellence through established AWS frameworks (such as Cloud Adoption Framework and Well-Architected Framework), while managing engagement financials and maintaining clear project documentation and communication channels.

Education / Qualification

High School Diploma or regional equivalent required

Bachelor\'s Degree required, preferably in field related to role. At the manager\'s discretion, additional relevant experience may substitute degree requirement

AWS Certifications

AWS Certifications

Skills

• AI/Machine Learning
• Cloud Computing
• Cybersecurity
• DevOps Coding Skills
• Network/Systems Skills

Knowledge

• Basic knowledge of OS technologies for customer configuration: Windows, RedHat, CentOS, Ubuntu, etc
• Basic knowledge of more than one IaaS platform(s) - AWS (preferred), Azure, Google, VMWare
• Basic understanding of infrastructure automation tooling (terraform, cloud formation, etc)
• Basic knowledge of cloud services, methodologies, best practices, and tools

Experience

7 - 9 years of relevant work experience requiredNo previous people management experience requiredExperience indirectly leading teams or guiding less experienced resources preferred

Physical Demands

~ General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Domestic and International travel, 25- 50%.

Disclaimer

~ The above .