Rackspace Service Delivery Manager in Hayes, United Kingdom
Overview & Responsibilities
Service Delivery Managers are responsible for taking ownership of the reactive needs of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
Additionally, they are expected to maximize the strength of the customer engagement by quickly building rapport with the client –identifying and taking advantage of sales, networking and other opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.
Service Delivery Managers provide reactive support to customers, focusing on quick and accurate resolution of customers issues. A Service Delivery manager providesqueue management and routing of tickets to technicians and other departments.
Exercises judgment in decision they make, creating and maintaining customer loyalty by going beyond the customer’s expectation. This helps us deliver FANATICAL support in a quick and timely manner.
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Support and manage customers through Transformation activity’s.
Review service failures and produce incident reports when required
Validate, negotiate and process service credits
Support contract renewal negotiations
Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
Identify opportunities for growth and pass leads to a Business Development Consultant
Produce ad-hoc reports when required
Responsible for adhering to company security policies and procedure as directed.
Tenacious problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong negotiation skills A good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Experience in a Service Delivery / Account Management role
Experience in the IT industry or holds a good understanding of Internet Technologies
Basic level understanding of Project Management
Understanding of IT industry working practices / methodologies preferred
Req # 35578
Location(s) UK-Greater London-Hayes
Category Customer Relationship & Support