Service Delivery Executive

Role Overview: As a Service Delivery Executive, you'll be a senior operational leader responsible for the delivery, optimization, and continuous improvement of Rackspace-managed private cloud services for a premier enterprise customer. This role owns end-to-end service delivery across infrastructure and platform services-including network, compute, storage, virtualization, database platforms, and Citrix-ensuring contractual commitments, SLAs, and service quality objectives are consistently met. You'll serve as the primary operational interface to the customer's CIO and CTO leadership, providing executive presence, operational rigor, and accountability across a large, multi-layered delivery organization.

Hybrid (2 days in office if near a Rackspace office) or fully remote

Approximately 20% travel annually

Key Responsibilities:

• Provide executive customer leadership
• Act as the senior delivery executive for a strategic enterprise customer
• Build and maintain trusted relationships with CIO/CTO and executive stakeholders
• Lead executive governance forums, QBRs, and operational reviews
• Serve as escalation owner for critical incidents and service concerns
• Own delivery of Rackspace-managed infrastructure and platform services
• Drive service stability, performance optimization, and operational maturity
• Identify and execute continuous improvement initiatives across the service lifecycle
• Ensure smooth transitions, onboarding, and operational handoffs
• Own operational performance against SLAs and contractual obligations
• Review, manage, and remediate SLA claims
• Partner with account and commercial teams on renewals and retention
• Ensure service delivery aligns with financial and contractual commitments
• Lead delivery across network, storage, compute, virtualization, database, and Citrix environments
• Oversee private cloud and hybrid infrastructure operations
• Ensure operational consistency, resiliency, and compliance across platforms
• Lead and develop a large organization of managers, senior managers, and senior professionals
• Establish clear accountability, performance metrics, and operating cadence
• Build leadership depth, succession planning, and talent development programs
• Foster a high-performance, customer-focused culture
• Analyze operational processes and escalation models to identify improvement opportunities
• Lead cross-functional collaboration to enhance service quality and efficiency
• Contribute to sub-functional and enterprise strategy related to service delivery
• Monitor industry and market trends impacting managed services delivery

Qualifications:

• Bachelor's degree required, Master's preferred
• 12+ years of experience in infrastructure, managed services, or service delivery leadership
• 7+ years leading managers and senior leaders
• Proven experience delivering enterprise-scale managed services under strict SLAs
• Strong executive presence with customer-facing leadership experience
• Experience across private cloud, hybrid, and infrastructure platforms
• Healthcare industry and global delivery experience preferred
• Strong understanding of enterprise hosting and managed services agreements

What Success Looks Like

• Consistent SLA attainment and improved service stability
• High customer satisfaction and executive trust
• Measurable operational efficiency and service optimization gains
• Strong leadership bench and team engagement
• Successful contract renewals and long-term account health

The following information is required by pay transparency legislation. The anticipated starting pay range is between: $222,850 and $272,373. Unless already included in the posted pay range and based on eligibility, 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. .#LI-MF1 #LI-Remote #LI-JR1

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Information on benefits

"Remote postings are limited to candidates residing within the country specified in the posting location"

We 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.

Though 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.