Senior Director - Operations

United States - San AntonioUnited StatesNorth AmericaSan AntonioTexasUnited StatesNorth AmericaJanuary 18, 2024

We seek a strategic and decisive leader to spearhead the evolution of our IT service delivery operations across Major Incident Management (MIM), Change Management (CM), Problem Management (PM), and Root Cause Analysis (RCA). You will be a cornerstone of our success, fostering a high-performing team, and driving strategic alignment between our Public, Private, and Corporate Services units. Your expertise will be pivotal in optimizing service delivery, minimizing disruptions, and exceeding client expectations.If you are a passionate leader with a deep understanding of IT service delivery, a knack for building high-performing teams, and a drive for strategic alignment, we encourage you to apply.

IT Service Delivery Excellence:

    • Lead the transformation of MIM, CM, PM, and RCA functions, implementing best practices and industry standards.
    • Design and implement robust processes to anticipate, mitigate, and resolve incidents effectively.
    • Leverage data analytics and performance metrics to continually improve service delivery efficiency and effectiveness.
    • Champion automation and integration technologies to streamline workflows and empower the team.

Team Leadership and Empowerment:

    • Cultivate a high-performing, accountable, and collaborative team environment.
    • Mentor and develop staff, equipping them with the skills and knowledge to excel in their roles.
    • Foster clear communication, knowledge sharing, and continuous improvement within the team.
    • Build strong relationships with cross-functional partners across the organization.

Strategic Alignment and Collaboration:

    • Drive strategic alignment of IT service delivery with the objectives of Public, Private, and Corporate sectors.
    • Partner with leadership teams across business units to identify shared goals and optimize service offerings.
    • Champion the vital role of IT service delivery in enabling business success and client satisfaction.
    • Foster collaboration and communication between IT service delivery and other key organizational functions.


    • 10+ years of experience in IT operations leadership roles, with a proven track record of success in service delivery management.
    • In-depth expertise in MIM, CM, PM, and RCA methodologies, along with relevant ITSM frameworks (ITIL, ISO 20000).
    • Strong analytical and problem-solving skills, with a data-driven approach to process optimization.
    • Exceptional communication, interpersonal, and leadership skills, with the ability to inspire and motivate a diverse team.
    • Demonstrated ability to build and maintain strong relationships at all levels of the organization.
    • Experience working in a fast-paced, multi-faceted environment with diverse client needs.


    • This role is not sponsorship eligible

Physical Demands

    • General office environment.
    • Moderate levels of stress may occur at times.
    • May require long periods sitting and viewing a computer monitor.
    • No special physical demands required.
    • Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.
    • Occasional travel, less than 10%.
The following information is required by the Colorado Equal Pay Transparency Act and the New York City Pay Transparency Act. This applies only to individuals working in the state of Colorado or in New York City. The anticipated starting pay range of Colorado and New York City applicants for this role is $ 180,000 - $ 240,000 for CO and $ 191,900 - $ 255,900 for NYC.  Based on eligibility, compensation for the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance, and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.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.

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