Service Delivery Manager

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.Rackspace has been commissioned by the Kingdom of Saudi Arabia to assure the build of a sovereign multi-tenant private cloud that we have designed.  Role OverviewThe Service Delivery Manager will oversee and take responsibility for successfully designing and operationalizing ITSM for the customer, with primary focus on managed services using a cloud management platform and integration into ServiceNow. The SDM will also support the ITIL Process Owner in running the Incident, Problem and Change process. You will be responsible for owning the relationship with the customer, serving as an interface between them and the Rackspace support infrastructure. You will act as a key escalation point, and ensure that all of the customer's technical, administration and specialist support needs are met. It is critical that you maximize the strength of the customer relationship by building solid rapport, managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.  This role will be permanently on-site with a customer in Riyadh (KSA).Arabic language skills will be highly advantageous.

Key Responsibilities

• Work closely with the ITIL Service Architect and ITIL Process Lead to define, design, implement, and most importantly integrate the service management elements such as the service catalogue, related SLAs, and the related ITSM streams (Incident, Problem, Change Management, etc.)
• Promote service ownership by establishing a solid Service Portfolio Management process.
• Responsible for the design and implementation of a reporting framework, including the analysis and administration of SLM tools, to monitor key performance indicators of the service delivery
• Drive and own the implementation of identified improvement opportunities to meet the evolving needs of the business.
• Oversee service management-related Community of Practices (CoPs) to promote best practices, collaborative activities, organizational and professional relationships, and ideas to help mature the ITSM ecosystem
• Collaborate with the platform owner and partners to understand, influence, and prioritize improvement backlog items
• Ensure that IT solutions are designed to meet the business requirements and objectives
• Ensure practice maturity alignment with the IT strategy plan, roadmap, and governance policies.
• Building extremely strong partnership relationships with customers
• Responsible for adhering to company security policies and procedure as directed
• Own implementation calls, able to engage in technical discussion and provide technical consultancy
• Schedule customer maintenances and ensure appropriate quality checks have been completed
• Seek opportunities to drive positive change and development of products, the team, and processes.
• Complete other responsibilities as assigned

Requirements:

• 15 years of IT Service Management and Service Delivery experience, applying ITIL disciplines within various industries ideally with a cloud service provider (CSP), Managed Service Provider (MSP) or System Integrator (SI).
• Practitioner Certification in ITIL, ideally 4 but 3 also acceptable.
• ServiceNow certification is highly desirable.
• Must have had an active role in a ServiceNow implementation for an infrastructure provider ideally a SI, CSP, or MSP.
• Must have real-world implementation experience of IT Service Management of two different scenarios; one being a from-scratch implementation, and second where process has been adapted to fit a client that is going through a transformation, i.e. a change to an existing operational instance and model.
• Experience operating or actively promoting Infrastructure as code (IaC), and with Site Reliability Engineering (SRE) principles, and how they 'interface’ with Service Management.
• 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
• Good organizational, time management and prioritization skills

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