Director - Technical Services - Rackspace - Open Cloud - Hayes

Job description
Overview & Responsibilities

JOB DESCRIPTION:

Rackspace is seeking a Senior Executive Leader to lead the technical presales and professional services teams by developing the solutions, methodologies, process, people, tools, and partnerships to deliver high value services, fill gaps, and accelerate deal closure for Rackspace customers on the journey to a managed services and cloud model. This role will be responsible for managing an organisation of various Consultants, Strategists, Enterprise Architects, Solution Engineers, Project Managers, Partner Managers, and associated Team Leaders across multiple service offerings.

JOB REQUIREMENTS:

Key Accountabilities & Team Leadership

Own and lead the various dynamics and functions of the organisation inclusive of Advisory Services, Data Centre Consolidation, DevOps, Solution Engineering & Architecture, Professional Services, Consultancy, & Programme Management teams.
Develop industry best practices, methodologies, and consulting capabilities into a mature, enterprise-class model
Facilitate application of lessons learned and best practices across engagements to minimize risk and maximize value to the customer.
Create strategic plans to grow Rackspace's platform and services business in alignment with customer needs and partner capabilities.
Develop strong, positive relationships with the Rackspace Sales, Technical Sales, Marketing, Channel, Partner, Support, Product, and Operations Teams.
Establish and implement performance measurements designed to track and report progress against the Rackspace sales strategy.
Oversee workshop and delivery activity and participate as needed to help qualify pursuit opportunities, influence strategy, and ensure customer satisfaction.
Align globally with Rackspace's technical sales and professional services growth targets

Cross Functional

Lead the Rackspace Technical Services strategy via the teams to achieve Rackspace's objectives including Install Base Growth, NPS, loyalty, profit and Racker engagement.
Work with Marketing to define Install Base marketing programs to promote IB growth and engender loyalty.
Work with Sales, Support and Deal Centre to define winning service delivery strategies for strategic Enterprise client acquisitions.
Contribute to the Deal Centre's response database and keep content current on a quarterly basis.
Setting team targets whilst managing and monitoring performance accordingly
Leading Managers to troubleshoot areas of poor performance and identify strategies/solutions to resolve both immediate and long term issues.
Succession planning throughout the business segment supported by working with the RU department to create a defined learning and development approach for Enterprise
Be a collaborative partner with other departments in the International and US to deploy and optimize new service solutions to achieve growth targets.

Key Performance Indicators (against each key accountability)

Customer Growth is measured on % growth in the Installed Base the target is set on a quarterly basis
Customer Loyalty is measured using the NPS the target is set on a quarterly basis
Retention of customers is measured using a % defection and downgrade churn against the Installed Base
Racker Engagement is measured using the Racker Pulse NPS rating, staff attrition, sickness, training hours and tenure.
Succession planning is measured against our ability to continue with business seamlessly if we were to lose a key Racker.
Customer acquisition is measured on the number of new logos and new revenue.

ROLE DIMENSIONS

Direct Reports: 3-9
Location: Hayes Park, Hayes - occasional national and international travel will be required
Work within budgets agreed. This will include headcount and all costs associated within your responsible area.
In some instances you will have to take responsibility for the overall department in the event of Rackers being out of the office.
The Enterprise segment consists of Solutions Engineers, GES, Professional Services, Hybrid Cloud, Large Cloud Team, the number of Rackers will fluctuate as we grow.
Recruit, hire, develop, and retain talent as required to grow and scale the Rackspace Technical Services organization.
Responsible for adhering to company security policies and procedure as directed.

MAIN CONTACTS (external/internal)

VP, Rackspace Global Technical Services – daily basis

UK Managing Director – daily basis

Enterprise & SMB Segment Leaders – weekly basis

Enterprise customers – as required

Functional Support teams – daily basis

Rackers – daily basis

Peer Management team – daily basis

Qualifications

PERSON SPECIFICATION

Commensurate experience in the IT industry across various technical, sales, consulting, sales support, and/or technical support roles.
Experience developing frameworks for a professional services organization including development of “go-to-market” strategies, operational processes, compensation plans, pragmatic and accurate forecasting models and territory management strategies
Proven track record in delivering on a customer service model with exceptional results
Extensive technical management experience responsible for large teams with a diverse and highly skilled workforce.
Experience working in a hyper-growth environment and an appreciation of how the dynamics of growth affect corporate culture and in-place processes and systems. This includes an understanding that resources typically trail the business in high-growth environments and require strategies and programs which are flexible, dynamic and agile
Expert knowledge of business operations across various industries.
Mastery in various computing technologies.
Proven value-based selling ability; track record for closing revenue
Proven experience leading clients and team members through large complex solution implementations/integrations
Deep understanding of commercial and contractual dimension of Service Provider/Client relationship.
Great understanding of the IT industry and various technologies
Significant operational management experience within a mission critical environment
Effective trouble shooting and analytical skills and ability to manage complex & technical projects.
Effective cost centre management and budgetary control
Compelling business case formation, execution, and track record of change improvement meeting strategic objectives
Strong negotiation skills with suppliers and customers
Ability to meet challenging targets within tight deadlines
A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
Ability to inspire and motivate a team of highly experienced technical and business consulting staff

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!