Service Delivery Executive

Rackspace

15d • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• Healthcare industry and global delivery experience preferred

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive