Job DescriptionJOB RESPONSIBILITY: The Manager, Global Service Operations will lead a team dedicated to delivering excellent incident, problem, and change management services to both Rackspace Technology and external customers. The successful candidate will manage project assignments, contribute towards projects, have good data knowledge, be an experienced incident, problem, and change manager, have good cloud technology experiences, be able to communicate with leaders in the business and executives of our customers during worst-case scenarios, be familiar with vulnerability and business continuity management, and drive the team to achieve customer satisfaction. KNOWLEDGE/SKILLS/ABILITY: Bachelor's degree in computer science, information technology, or related field required. Master's degree preferred. Minimum of 8 years of experience in a technical role with a focus on incident, problem, and change management services. Minimum of 3 years of experience managing teams in a technical environment. Strong project management skills with a focus on successful delivery. Proficient in creating and leveraging PowerBI, Tableau and similar dashboards to improve service delivery. Proficient in using and leveraging ITSM tools such as ServiceNow and others to document ITSM events, build reporting, conduct analysis and improve service delivery. Excellent understanding of cloud technologies, including IaaS, PaaS, and SaaS. Strong communication skills to effectively communicate with business leaders and executives during worst-case scenarios. Familiarity with vulnerability and business continuity management. Demonstrated experience in driving continuous improvement and developing best practices. Ability to manage multiple tasks and prioritize work to meet deadlines. Strong leadership skills with the ability to motivate and inspire team members. Excellent problem-solving and analytical skills. JOB COMPLEXITY: Lead the team dedicated to delivering excellent incident, problem, and change management services to both Rackspace Technology and external customers. Manage project assignments and contribute towards projects to ensure successful delivery. Possess good data knowledge and be able to create and leverage PowerBI, Tableau, Qliksense and similar dashboards to improve service delivery. Act as an experienced incident, problem, and change manager to ensure smooth operations and drive continuous improvement. Demonstrate good cloud technology experiences to provide effective solutions and support to customers. Communicate with leaders in the business and executives of our customers during worst-case scenarios to manage the situation and maintain customer satisfaction. Be familiar with vulnerability and business continuity management to ensure continuity of services. Develop and implement best practices for incident, problem, and change management services. Collaborate with other teams to evaluate projects and continuously improve service delivery. Provide leadership in strategic planning to improve service delivery and customer satisfaction. EXPERIENCE/EDUCATION: Bachelor's degree in computer science, information technology, or related field required. Master's degree preferred. Minimum of 7 years of experience in a technical role with a focus on incident, problem, and change management services. Minimum of 3 years of experience managing teams in a technical environment. SUPERVISION: The Global Service Operations Manager will be responsible for managing a team of technical professionals. They will need to possess strong leadership skills to effectively motivate and inspire team members to achieve goals. About 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.