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
