Rackspace Service Delivery Manager in Hayes, United Kingdom

Job Overview

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.


Key Accountabilities

  • 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