Manager, Fanatical Support

Job Description

MANAGER, MPC Deployments

JOB REQUIREMENTS:

Overview

As Manager of our Managed Pubic Cloud deployments team, you will have the responsibility to manage build operations for Rackspace’s Fanatical Support for AWS and Azure customers via a team of Cloud Engineers. Your team will partner closely with Support and Service Delivery teams to deliver World-class customer service based on opinionated expertise and flawless execution.

You will manage a Fanatical AWS and Azure deployment team and be responsible for its operational performance. You will form part of a global leadership team whereby you must influence and contribute toward department strategy. You will set and execute local plans with rigor. You will work proactively to identify and solve problems, drive improvement initiatives, and enhance the development of Global standards, ensuring local adherence.

To be successful in this role the following is required:

• Experience in support operations, management of customer change and incident management through a ticketing system and call management.
• Passionate management and coaching of the frontline staff.
• Ability to influence the business both locally and on a global stage.
• Proficient at making business cases for change and / or investment.

Key Accountabilities

• Manage a team of Cloud Engineers.
• Deliver high-quality and timely customer deliverables in response to change and incident management.
• Report team performance to the business.
• Design and implement operating models and process that becomes more efficient over time, enabling the business to scale in a hyper growth climate.
• Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigour.
• Align with the global AWS and Azure Support and Service Delivery function and influence leadership with key decisions.
• Recruit, manage and develop exceptional talent into the team.

Key Performance Indicators

KPIs related to your people:

• All reports consistently achieving performance KPIs or undergoing development plans.
• Objectives / goals in place for all reports.
• Successful on-boarding and development of new Rackers through probationary periods.
• Objectives for engagement surveys and follow up sessions.
• Effective training and enablement plans for department.

KPIs related to your function:

• Customer satisfaction measured through NPS, targets set quarterly.
• SLA attainment, target response times, and time to resolution
• Management of department efficiency, reporting and management of the cost to serve.

PERSON SPECIFICATION

• First and foremost, you are customer obsessed. With demonstrable examples of working vigorously to earn customer trust, building teams who have an embedded customer first mindset.
• Having knowledge of the AWS and/or Azure platform is desirable, having an opinion of how we should manage infrastructure at scale is ideal.
• You have managed projects and/or time-based deliverables in the past.
• You have managed support operations with a key focus on efficient and high-quality customer interactions
• You have experience managing similar teams through periods of intense growth.
• You are a well-rounded leader with a blend of business and technical acumen.
• You work best in an environment of rapid change and are comfortable operating with autonomy.
• You demonstrable the ability to set, communicate and execute a strategy for your team.
• Building compelling business cases, influencing leaders and presenting to external customers should be familiar to you.

The ability to engage and motivate staff and provide cross functional collaboration across all departments.

MAIN CONTACTS (external/internal)

CONTACT

FREQUENCY

PURPOSE

Customers

Ad-hoc and proactive

Resolve escalated issues, seek and respond to feedback. Relationships will range from oversight during pre-sales to full and ongoing exec sponsorship, depending of the level of strategic importance. You will be expected to use customer feedback to improve the value proposition of the offering.

Team Members

Daily

Develop, coach and performance manage. Including regular scheduled 1:1 meetings and account team meetings.

Peer Managers

Daily informally as required and weekly scheduled

Assist issue resolution, active role contributing to overall departmental leadership, contribution to team meetings and decision making, assists with training and development in the cross functional teams, contribution to communication across the department.

Other departmental leaders

As required

Assist issue resolution, active role in process change and improvement, active role contributing to the leadership of the business. Forge strong relationships with the existing Support Leadership team. You are to communicate regular updates and status into this group, as well as build sustainable plans for moving services to mainstream capability. Gathering feedback for improvement is another key area.

Executive Leadership

As required

Build relationships with senior leadership to facilitate change.