About the Job
Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. We have evolved our Fanatical Support to encompass the entire customer journey—providing Fanatical Experience™ from the first consultation to daily operations. Our passionate experts combine proactive, always-on service with best-in-class tools and automation to deliver technology as 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 Overview
The Service Delivery Manager (SDM) will oversee and take responsibility for successfully designing and operationalizing IT Service Management (ITSM) for the customer, focusing primarily on managed services using a cloud management platform integrated into ServiceNow. The SDM will support the ITIL Process Owner in managing the Incident, Problem, and Change processes. This role requires owning the relationship with the customer, acting as an interface between them and the Rackspace support infrastructure. The SDM will serve as a key escalation point, ensuring all of the customer's technical, administrative, and specialist support needs are met. Building strong rapport and managing difficult situations are critical to maintaining Rackspace’s reputation for Fanatical Support. This position will require the individual to be permanently on-site with a customer in Riyadh (KSA). Proficiency in Arabic will be highly advantageous.
Key Responsibilities
- Collaborate closely with the ITIL Service Architect and ITIL Process Lead to define, design, implement, and integrate service management elements such as the service catalog, related Service Level Agreements (SLAs), and key ITSM processes (Incident, Problem, Change Management, etc.).
- Promote service ownership through the establishment of a robust Service Portfolio Management process.
- Design and implement a reporting framework, including the analysis and administration of Service Level Management (SLM) tools to monitor key performance indicators of service delivery.
- Drive and own the implementation of identified improvement opportunities to meet evolving business needs.
- Oversee service management-related Communities of Practices (CoPs) to promote best practices and foster collaborative activities and relationships.
- Collaborate with the platform owner and partners to influence and prioritize improvement backlog items.
- Ensure that IT solutions are designed to meet business requirements and objectives.
- Maintain practice maturity alignment with the IT strategy plan, roadmap, and governance policies.
- Build strong partnerships with customers and adhere to company security policies and procedures.
- Engage in technical discussions and provide consultancy during implementation calls.
- Schedule customer maintenance and ensure that quality checks are conducted.
- Seek opportunities for positive change and development in products, teams, and processes.
- Complete additional responsibilities as assigned.
Requirements
- 15 years of IT Service Management and Service Delivery experience, applying ITIL disciplines across various industries, ideally with a Cloud Service Provider (CSP), Managed Service Provider (MSP), or System Integrator (SI).
- Practitioner Certification in ITIL, ideally in version 4, but version 3 is also acceptable.
- ServiceNow certification is highly desirable and must have had an active role in a ServiceNow implementation for an infrastructure provider.
- Real-world implementation experience of IT Service Management in two different scenarios: one being a from-scratch implementation and the other adapting processes for a client undergoing transformation.
- Experience with Infrastructure as Code (IaC) and Site Reliability Engineering (SRE) principles as they relate to Service Management.
- Tenacious problem-solver who will own issues until full resolution.
- Excellent written and verbal communication skills with great attention to detail.
- Strong relationship-building skills with both internal departments and external customers.
- Good organizational, time management, and prioritization skills.
