Delivery Lead - Elastic Engineering +

Rackspace are the multicloud solutions experts. Consistently named a 'best place to work' year-after-year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. As a leader in the Gartner Magic Quadrant for Public Cloud MSPs, we keep the customer at the heart of everything we do and our Fanatical Experience™ is renowned throughout the industry!Rackspace 'Elastic Engineering’ is our core solution for managing cloud environments. This new approach supports cloud native evolution while breaking free from the rigid MSP models of the past. A model that’s outcome-driven and incredibly agile. The Delivery Lead is accountable for the ownership of the relationship with each of their customers. This individual is responsible for overseeing the activities delivered by the pod and ensure overall success of the EE+ engagement.

Key Accountabilities

• Ensure that the customer's technical, administration, elastic engineering needs are delivered to a high-quality standard
• Maximize the strength of the customer relationship by building a solid rapport with the customer – identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.
• Functional management of the scrum manager.
• Ensuring the project target and service governance expectations for each customer and met and exceeded.
• Support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue.
• Focus of work may be in pre-sale/post-sales or both.
• Pre sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.
• Post sale: Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.

Additional Responsibility

• Organize and chair customer meetings
• Building strong partnership relationships with customers
• In conjunction with the scum manager  work with the project team and co-ordinate Rackspace EE+ teams to deliver within agreed timescales
• Validate, negotiate and process service credits
• Produce and maintain service improvement plans
• Manage contract renewal negotiations
• Ensure the EE+ team member time is recorded and reported back to customers. 
• Overseeing key ITIL process (eg, change, incident, problem and risk management) are being followed, delivered and reported again 
• Ensure appropriate documentation is in place for specific support requirements (including change/incident and problem management). 
• Manage incidents, stakeholder management, review service failures, provide feedback and incident reports and create problem records. 
• Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
• Attending and represent EE+ service in service delivery meetings (eg  MARs, QBRs) and internal monthly major account reviews.  
• Produce ad-hoc reports when required i.e. MARs, QBRs, Executive reporting, Service Improvement Plans, Risk Registers. 
• Internal service management,  internal stakeholder management and executive sponsors reporting and management 
• Responsible for adhering to company security policies and procedure as directed.
• Identify and assist with coaching and development for team members
• Overall account strategy (across entire Rackspace portfolio) in collaboration with the CSM. 
• Accountability around customer spend including budget and cost governance.  Rackspace invoice and overview of account receivable processes
• Overall service governance 
• SLA adherence and reporting 

#LI-LP2 #LI-RemoteAbout Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.