About the Job
Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. We’ve evolved 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 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.
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Role Overview
The Service Delivery Manager (SDM) will oversee and take responsibility for successfully designing and operationalizing IT Service Management (ITSM) for the customer, with a primary focus on managed services using a cloud management platform and integration into ServiceNow. The SDM will support the ITIL Process Owner in running the Incident, Problem, and Change processes. This role requires owning the relationship with the customer, serving as the interface between them and the Rackspace support infrastructure. The SDM will act as a key escalation point and ensure that all technical, administrative, and specialist support needs of the customer are met, maximizing the strength of the customer relationship and managing challenging situations to uphold Rackspace’s reputation for Fanatical Support. This position will be permanently on-site with a customer in Riyadh (KSA). Arabic language skills are highly advantageous.
Key Responsibilities
- Work 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 SLAs, and ITSM streams (Incident, Problem, Change Management, etc.).
- Promote service ownership by establishing a solid Service Portfolio Management process.
- Design and implement a reporting framework, including analysis and administration of SLM tools, to monitor key performance indicators of service delivery.
- Drive and own the implementation of improvement opportunities to meet evolving business needs.
- 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 platform owners and partners to understand, influence, and prioritize improvement backlog items.
- Ensure that IT solutions are designed to meet business requirements and objectives.
- Align practice maturity with the IT strategy plan, roadmap, and governance policies.
- Build strong partnership relationships with customers.
- Adhere to company security policies and procedures as directed.
- Own implementation calls, engaging in technical discussions and providing consultancy.
- Schedule customer maintenance and ensure quality checks are completed.
- Seek opportunities to drive positive change and development of products, the team, and processes.
- Complete other responsibilities as assigned.
Requirements
- 15 years of experience in IT Service Management and Service Delivery, 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 with experience implementing ServiceNow for an infrastructure provider.
- Real-world implementation experience of IT Service Management in two scenarios: one from scratch and another adapting processes for a client undergoing transformation.
- Experience operating or promoting Infrastructure as Code (IaC) and with Site Reliability Engineering (SRE) principles.
- Tenacious problem solver who owns issues until full resolution.
- Excellent communication skills, both written and verbal, with great attention to detail.
- Strong relationship-building skills with internal departments and external customers.
- Good organizational, time management, and prioritization skills.
