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.
Location & Travel:
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
"Remote postings are limited to candidates residing within the country specified in the posting location"
About Rackspace Technology
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.
More on Rackspace Technology
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.
