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Enterprise Service Delivery Manager - ADSDM

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Job TitleEnterprise Service Delivery Manager
Category Customer Service

Requisition Code

ADSDM
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Professional
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

The Enterprise Segment is responsible for providing industry leading Fanatical Support^TM to Rackspace’s enterprise level customers. Our Enterprise customers host critical websites with us and have a high expectation for the level of service provided. As the customer’s primary point of contact with Rackspace the Service Delivery Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.

The Service Delivery Manager has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers. A Service Delivery Manager is expected to continually develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. Success in the role requires:

- A passion for working with people and the ability to quickly build rapport .
- The ability to identify opportunities to delight and wow customers.
- Effective service delivery and escalation management.
- A creative approach to problem solving.
- Effective communication and negotiation skills at all levels, technical through to directors.
- Commercial and business acumen

Responsibilities include:

- Building strong partnership relationships with customers.
- Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales.
- Schedule customer maintenances and ensure appropriate quality checks have been completed.
- Manage customer projects and oversee implementations for on time delivery.
- Review service failures and produce incident reports when required.
- Validate, negotiate and process service credits.
- Produce and maintain service improvement plans.
- Manage contract renewal negotiations.
- Ensure appropriate documentation is in place for specific support requirements.
- Organise and chair monthly/quarterly service review meetings.
- Identify opportunities for growth and pass leads to a Business Development Consultant.
- Produce ad-hoc reports when required.
- Navigate the customers organisation to ensure stong relationships through business

Job Requirements

- Tenancious problem solver, will own issues until full resolution.
- Excellent communication skills, both written and verbal with great attention to detail.
- Strong rapport and relationship building skills with both internal departments and external customers.
- Excellent networking skills, ability to navigate organizations and build strong relationships with C level leaders.
- Strong negotiation skills.
- Experience of working with public sector clients (specifically with commercial involvement).
- A good level of business awareness and commercial acumen.
- Ability to create wow / delighter moments with customers.
- Strong organisational, time management and prioritization skills.
- Able to take a creative approach to situations and problem solving.
- Previous experience required in a Service Delivery / Account Management role.
- Previous experience required in the IT industry with a good understanding of Internet Technologies.
- Foundation level understanding of Project Management.
- Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential.
- Due to 24x7x365 operation, must be willing to be available for out of hours work.

#LI-MG1
Skills
Type of Job(-US Only) 0

]]>Mon, 29 Apr 2013 02:59:00 GMThttp://jobs.rackspace.com/job/Hayes-Service-Delivery-Manager-Job/1347006/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Service-Delivery-Manager-Job/1347006/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Technical Service Delivery Manager I - UK - ADTAM

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Job TitleTechnical Service Delivery Manager I - UK
Category Information Technology

Requisition Code

ADTAM
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Technical/Specialised Training
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

The Managed Co-Location Segment is an exciting and growing area of the Rackspace product portfolio. Managed Co-location bridges the gap between the flexibility of complete control required by customers with a do-it-yourself hosting infrastructure and the convenience of a Managed Hosting solution, all backed by Fanatical Support^TM. Customers can enjoy full control of their Network devices and Servers without the large capex expenditure required in a traditional co-location model or the expense and inconvenience of ongoing support contracts to physically maintain the hardware.

The Technical Service Delivery Manager (TSDM) has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers. The TSDM is expected to be a well rounded individual with strong skills in both the relationshop side of account management as well as the technical side. They will develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. Success in the role requires:

- A passion for working with people and the ability to quickly build rapport
- The ability to identify opportunities to delight and wow customers
- Effective service delivery and escalation management
- A creative approach to problem solving
- Sound technical knowledge of the Hosting Technologies
- Effective communication and negotiation skills at all levels, technical through to directors
- Commercial and business acumen

Key duties include:

- Building strong partnership relationships with customers
- Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
- Own implementation calls, able to engage in technical discussion and provide technical consultancy
- Schedule customer maintenances and ensure appropriate quality checks have been completed
- Manage customer projects and oversee implementations for on time delivery
- Review service failures and produce incident reports when required
- Validate, negotiate and process service credits
- Manage contract renewal negotiations
- Ensure appropriate documentation is in place for specific support requirements
- Organise and chair quarterly service review meetings
- Identify opportunities for growth and pass leads to a Business Development Consultant
- Produce ad-hoc reports when required

Job Requirements

- Tenacious problem solver, will own issues until full resolution
- Industry qualification in Networking Technologies such as Network +, CCENT or above / minimum 1 years industry experience desirable
- Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / minimum 3 years industry experience desirable
- Excellent communication skills, both written and verbal with great attention to detail
- Strong rapport and relationship building skills with both internal departments and external customers
- Strong negotiation skills
- A good level of business awareness and commercial acumen
- Ability to create wow / delighter moments with customers
- Strong organisational, time management and prioritization skills
- Able to take a creative approach to situations and problem solving
- A minimum of one years experience in a Service Delivery / Account Management role / System Administration
- Foundation level understanding of Project Management
- Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
- Due to 24x7x365 operation, must be willing to be available for out of hours work

#LI-AM1
Skills
Type of Job(-US Only) 0

]]>Sat, 04 May 2013 02:59:00 GMThttp://jobs.rackspace.com/job/Hayes-Technical-Account-Manager-I-UK-Job/1502782/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Technical-Account-Manager-I-UK-Job/1502782/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Technical Service Delivery Manager I - UK - 19540

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Job TitleTechnical Service Delivery Manager I - UK
Category Information Technology

Requisition Code

19540
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Professional
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

The Managed Co-Location Segment is an exciting and growing area of the Rackspace product portfolio. Managed Co-location bridges the gap between the flexibility of complete control required by customers with a do-it-yourself hosting infrastructure and the convenience of a Managed Hosting solution, all backed by Fanatical Support^TM. Customers can enjoy full control of their Network devices and Servers without the large capex expenditure required in a traditional co-location model or the expense and inconvenience of ongoing support contracts to physically maintain the hardware.

The Technical Service Delivery Manager (TSDM) has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers. The TSDM is expected to be a well rounded individual with strong skills in both the relationshop side of account management as well as the technical side. They will develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. Success in the role requires:

· A passion for working with people and the ability to quickly build rapport

· The ability to identify opportunities to delight and wow customers

· Effective service delivery and escalation management

· A creative approach to problem solving

· Sound technical knowledge of the Hosting Technologies

· Effective communication and negotiation skills at all levels, technical through to directors

· Commercial and business acumen

Job Requirements

Key Accountabilities:

· Building strong partnership relationships with customers

· Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales

· Own implementation calls, able to engage in technical discussion and provide technical consultancy

· Schedule customer maintenances and ensure appropriate quality checks have been completed

· Manage customer projects and oversee implementations for on time delivery

· Review service failures and produce incident reports when required

PERSON SPECIFICATION:

· Tenacious problem solver, will own issues until full resolution

· Industry qualification in Networking Technologies such as Network +, CCENT or above / minimum 1 years industry experience desirable

· Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / minimum 3 years industry experience desirable

· Excellent communication skills, both written and verbal with great attention to detail

· Strong rapport and relationship building skills with both internal departments and external customers

· Strong negotiation skills

· A good level of business awareness and commercial acumen

· Ability to create wow / delighter moments with customers

· Strong organisational, time management and prioritization skills

· Able to take a creative approach to situations and problem solving

· A minimum of one years experience in a Service Delivery / Account Management role / System Administration

· Foundation level understanding of Project Management

· Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential

· Due to 24x7x365 operation, must be willing to be available for out of hours work

· Validate, negotiate and process service credits

· Manage contract renewal negotiations

· Ensure appropriate documentation is in place for specific support requirements

· Organise and chair quarterly service review meetings

· Identify opportunities for growth and pass leads to a Business Development Consultant

· Produce ad-hoc reports when required

· Responsible for adhering to company security policies and procedures as directed

Key Performance Indicators

· Strive towards a world class target of 80% for the Net Promoter Score

· Ensure high End of Ticket Ratings through world class Service Delivery Management

· Engagement of every customer within their customer portfolio at a minimum once per quarter

· Contribute to install base growth by identifying new business / upgrade opportunities

· Accurately forecast churn and engage managers / business development consultants to avoid defection

· Reduce the risk of churn by ensuring we retain customers in contract

· Control credit memos through good administrative control and negotiation on service failures
Skills
Type of Job(-US Only) 0

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Head of Enterprise Service Delivery - HOEAD

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Job TitleHead of Enterprise Service Delivery
Category Customer Service

Requisition Code

HOEAD
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Professional
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

The Head of Enterprise Service Delivery is ultimately responsible for the ensuring we deliver Fanatical Support to our customers. Due to the 24X7 operations of the business, this person must be able to work a flexible work schedule and deal with escalations and outages out of hours.

Some of the responsibilities include:

Key Accountabilities:

- Lead the Enterprise customer experience strategy via the teams to achieve Rackspace’s objectives including Install Base Growth, NPS, loyalty, profit and Racker engagement.
- Lead and manage the Enterprise Service Delivery team within a segment that includes all measures of customer growth, loyalty, profits and Racker engagement.
- Recruiting, managing and developing technical and non-technical Rackers whilst maintaining the Rackspace culture
- Coaching teams on how to apply industry best practices during customer consultations
- Work with the VP of Enterprise to implement process changes to underpin contractual SLAs with the Enterprise customer base and implement additional SLA’s where applicable
- Setting team targets whilst managing and monitoring performance accordingly
- Building a scalable and efficient organizational model that reduces our cost to serve our customers
- Reviewing service breakdowns to implement process improvement opportunities
- Leading Managers to troubleshoot areas of poor performance and identify strategies/solutions to resolve both immediate and long term issues.
- Acting as the final escalation point for customer and staff issues
- Managing SLAs and implementing process change to underpin contractual SLAs
- Be a collaborative partner with other departments in the UK and US to deploy and optimize new service solutions to achieve growth targets.
- Drive strategic change and innovation initiatives
- Succession planning throughout the department

Key Performance Indicators

- Customer Growth is measured on % growth in the Installed Base the target is set on a quarterly basis
- Customer Loyalty is measured using the NPS the target is set on a quarterly basis
- Retention of customers is measured using a % defection churn against the Installed Base
- Racker Engagement is measured using the Gallup Q12
- Scaling the organization is measured using a Revenue per Racker target that is set on a quarterly basis
- Service breakdowns (SLA) is measured by calculating the % of service credits raised against the Installed Base
- Succession planning is measured against our ability to continue with business seamlessly if we were to lose a key Racker

Job Requirements

- Deep Understanding of Managed Services Sector
- Track record in delivering on a customer service model with exceptional results
- Great understanding of the IT industry and various technologies
- Significant operational management experience within a mission critical environment
- Effective trouble shooting and analytical skills and ability to manage complex & technical projects.
- Effective cost centre management and budgetary control
- Compelling business case formation and follow through
- Strong negotiation skills with suppliers and customers
- Ability to meet challenging targets within tight deadlines
- Proven track record of change improvement meeting strategic objectives
- A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
- Ability to inspire and motivate others
- Extensive technical managementexperience responsible for large teams with diverse skill set
- Excellent understanding in various technologies especially mission critical environments
- Track record in delivering on a customer service model with exceptional results

#LI-MG1
Skills
Type of Job(-US Only) 0

]]>Sat, 04 May 2013 03:00:00 GMThttp://jobs.rackspace.com/job/Hayes-Head-of-Enterprise-Service-Delivery-Job/2532428/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Head-of-Enterprise-Service-Delivery-Job/2532428/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
ILT Business Manager - UK - 18585

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Job TitleILT Business Manager - UK
Category Management

Requisition Code

18585
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Master's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

Works with the ILT (International Leadership Team) to ensure the effective and efficient delivery of cross-functional ILT goals.This will be achieved through facilitation of process, project management, prioritisation and monitoring of progress. It will be supported by Ad hoc analysis and decision support. It will drive effective communication of core messages and information from the ILT to Rackers.

It is a great opportunity to work with the leadership team and learn the Rackspace business and strategy prior to moving into a segment to help drive this forward.

Job Requirements

Key Accountabilities:

Specifically this role will act as the keeper of the ILT Thematic goals and dashboard, and be responsible for ILT minutes and coordinating follow up actions. It will oversee / facilitate the ILT involvement with Open Book/ Kick Off – which are great examples of company wide communication.

Quarterly this role will drive the ILT offsite preparation.

Annually, this role will work with the ILT to develop and drive the strategic annual planning process and ensure all supporting data and analysis is centrally captured. Finally this role will be an ambassador of the ILT to boost the engagement between Rackers and the ILT.

Key Performance Indicators

· Successful completion of annual planning process

· Successfully plan nedand executed ILT quarterly offsites

· Consistent delivery of other ILT goals

· Positive feedback from Rackers with whom they liaise

PERSON SPECIFICATION:

· Ideally looking for an MBA graduate

· HIPO (ability and desire to be promoted at least 2 positions above current level)

· Interest in developing cross functionally - an intention to hold one role outside core functional area

· Must have held a manager level role or equivalent for at least 6 months.

SKILLS/KNOWLEDGE:

· Ability to recognise salient business issues that “move the needle”

· Strong financial and commercial acumen

· Strong analytics

· Rounded project management skills

· Finely honed communication skills with the ability to influence upwards, laterally and downwards throughout the organization

· Maturity and gravitas to handle authority of the position intelligently

· Ability to handle confidential and sensitive information

#LI-NS1
Skills
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Transformation Consultant - UK - 20411

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Job TitleTransformation Consultant - UK
Category Sales

Requisition Code

20411
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Technical/Specialised Training
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

JOB DESCRIPTION:

Rackspace is seeking a Systems Engineer to serve as a recognized subject matter expert, enabler, and hands-on problem solver with deep expertise in operating systems, software tools, monitoring, & infrastructure to support enterprise customers requiring consulting for infrastructure consolidation, transformation, and optimisation.

JOB REQUIREMENTS:

- Assist in facilitation of group white-boarding sessions to articulate Rackspace solutions, transformation methodology, functional separation of customer applications, and development of business case value with financial calculations such as TCO and ROI.
- Aligns and regularly communicates with Project Manager and extended teams during presales and project delivery to ensure timely delivery and awareness of potential problems or risk requiring resolution or mitigation.
- Prepares and develops statements of work inclusive of overview, scope, duration, deliverables, resources, terms and conditions, assumptions, and pricing.
- Installation, configuration, provisioning, maintaining, & monitoring of servers, storage, networking, and software tools for data collection and analysis.
- Provides input and develops statements of work inclusive of overview, scope, duration, deliverables, resources, terms and conditions, assumptions, and pricing.
- Provides input into customer deliverables such as asset inventory, infrastructure snapshot, capacity & performance analysis, consolidation scenarios, application inventory & snapshot, business impact analysis, architecture feasibility analysis, data classification, integration & dependency mapping, consumption & demand analysis, application risk & complexity profile, target platform & service level mapping, migration methodology, schedule & resource planning, target solution design, and executive summary.
- Perpetually seek to improve and refine the Rackspace Professional Services methodology, customer deliverables, reporting and engagement process.
- Build and maintain a network of cross-functional technical resources within Rackspace and across any relative partnerships to allow for higher productivity, increased business, and rapid resolution of problems and escalations.
- Ability to travel as required.

Job Requirements

PERSON SPECIFICATION:

- 5-8 years managed services, technical support, consulting, and/or application development experience preferred.
- Working knowledge of data centre operations, capacity, utilisation, disaster recovery, and migration & consolidation and best practices.
- Reasonable awareness of all areas of business operations.
- Practical infrastructure experience such as virtualisation technologies, operating systems, platform migration, data management, networking, facilities, and operational facilities.
- Practical knowledge of application architecture such as client/server, n-tier, SOA, etc.
- Experience with common as-a-Service offerings with various service providers across various solution stacks (infrastructure, platform, software).
- Reasonable knowledge of IT Service Management and Service Delivery, ITIL certification preferred.
- Able to resolve problems in a timely manner.
- Ability to communicate technical info and ideas so others will understand.
- Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
- Proven ability to organize and execute projects in a consistent, repeatable and reliable manner
- Strong organizational and cross-team communication skills
- Ability to adapt to a rapidly changing environment
- Provide FANATICAL support by driving the value of Rackspace to both potential and existing Rackspace customers and internal sales teams alike.

KEY PERFORMANCE INDICATORS & OBJECTIVES:

· High NPS scores on transformation service delivery

· 360 degree feedback from peers & sales

o High utilisation & engagement with sales

o Quality of service on solution design

o Effectiveness in the field

· Interaction and contribution to extended peers and cross-functional teams

MAIN CONTACTS (external/internal):

· Director of Technical Services – weekly basis

· Head of Professional Services – daily basis

· Team Lead / Lead Consultant – daily basis

· Core Sales Teams – daily basis

· Immediate and extended teams – daily basis

· Enterprise customers – daily basis

· Rackers – daily Basis

· Peer Management team – daily basis

#LI-RC1

#apply
Skills
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]]>Fri, 17 May 2013 03:00:00 GMThttp://jobs.rackspace.com/job/Hayes-Transformation-Consultant-UK-Job/2554296/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Transformation-Consultant-UK-Job/2554296/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Head of Technical Product Strategy - 19985

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Job TitleHead of Technical Product Strategy
Category Product

Requisition Code

19985
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education High School
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

Deadline for application for this role is 30th May

Posting date is 29th April

Salary is Competitive

Based in Hayes

Job Description

As part of the Int. Product team, the role will be part of ensuring International Product Management is successful in the key areas of:

· Identifying and managing international development requirements

· Product readiness for launch

· Management & Reporting of Product success during lifetime

· Management of End of Life

· Supporting the International 2013 Scorecard

SCOPE

· All of International – EMEA & APAC.

· All products areas: Dedicated, OpenCloud, Private Cloud

KEY Responsibilities:

· Cloud Knowledge: Lead the effort to ensure International tech community increases in Cloud IQ – project Geppetto. Provide guidance and oversight to ensure the right skills and gaps are identified for each region and office in International, and ensure knowledge and experience are gained effectively.

· Partner Ecosystem: Build and grow the portfolio of tools and partners to ensure we are able to deliver effective solutions in every market in International.

· Product Readiness: Ensure all the products that are launched work effectively in the International business. Ensure that support is ready for each new release, and design and drive resolution of any gaps in readiness.

· Community: Ensure delivery of appropriate technical engagement (content, awareness, and representation) for each International market, including user groups, conferences, and with the internal tech community.

· Development feedback/requests: Ensure appropriate product requirements are created around gaps/needs with the product portfolio, and deliver these back into product engineering.

· External Leadership: Provide technical leadership to the analyst, media, and conference communities. Also, mentor technical staff to actively engage in external leadership opportunities, such as user groups, conferences, etc.

· Internal leadership: Provide technical leadership for the broad product portfolio, emphasizing longer term roadmap and vision. Ensure fit between roadmap and strategic goals, identify gaps, and ensure remediation efforts are prioritized appropriately.

· Sales Support: Provide assistance into CIO/CTO level strategic discussions with customers during sales engagements; including building strategic relationships with CTO/CIOs.

· M&A Support: Provide assistance on technical due diligence for any acquisition/investment opportunities.

Key Performance Indicators (against each key accountability)

· Support Readiness – NPS rated

· Geppetto successful delivery (TOR in place with metrics)

· Share o Voice Metrics

· Successful delivery of agreed number of conference/use group sessions.

· Successful engagement with strategic accounts.

Job Requirements

- Relevant experience bringing high-tech products to market on a global scale and driving them throughout the product lifecycle.

- Knowledge and experience defining, developing and managing product requirements

- Deep understanding of business as it relates to the hosting and cloud computing industries

- Communication, interpersonal and presentation skills.

- Excellent experience and knowledge of IT industry and product domain environments; understanding of Hosting and Cloud Computing is advantageous.

- Excellent teamwork skills and the ability to truly think creatively.

- Able to operate in a matrix environment by coordinating and influencing resources across the company.

- Ability to influence a global operation.

- Ability to communicate with customers and understand markets

- Operates well in an environment of rapid change and is comfortable operating with autonomy.

- A passion for your work that's energising and contagious.

- Willing and able to travel internationally

#LI-DNP
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Sales Trainer III - UK - 19585

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Job TitleSales Trainer III - UK
Category Human Resources

Requisition Code

19585
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

In conjunction with the sales capability manager this role will lead the on the ground delivery and implementation of professional sales development. Initially focused on Onboarding for the first 6 months of a Sales Racker, the 1:1 coaching interventions to contribute to the achievement of the company business strategy and support the creation and implementation of a framework to develop and maximise the performance of sales representatives and develop organisational capability.

To ensure that Rackers are able to understand what and how we sell to achieve their sales targets.

Rackspace has a rewarding, driven sales culture and to succeed the candidate will need to be able to demonstrate their understanding of the nature of the role, and the importance that manager involvement will play in the company meeting its targets and business plan.

JOB REQUIREMENTS:

Key Accountabilities:

· To work with Sales Capability Manager, Head of Racker Development and Director of Talent and Development to deliver professional sales training to support the developing Sales On-Boarding Framework.

· To work with the Sales Capability Manager to deliver against the Sales Capability Framework

· Design and deliver training sessions to agreed KPI’s including role plays, classroom activities and live call listening

· To ensure that sales representatives are suitably equipped and motivated to make a significant contribution in line with business targets

· To coach sales reps 1:1 to reinforce any formal classroom learning to achieve targets and improve individual competency and capability

· Provide input to the Sales Capability Manager to identify and provide solutions to learning needs and to continuously improve performance and realise personal learning potential

· Liaison with US on-boarding counterpart to ensure where appropriate duplication is avoided and leverage of scalable solutions is the goal

· Responsible for adhering to company security policies and procedure as directed

Key Performance Indicators (against each key accountability)

· Delivery and creation of engaging on-boarding and junior level training for sales representatives measured through NPS and manager feedback

· Delivery of predefined sales training modules where appropriate measured through NPS and overall NPS of Sales Onboarding programme

· Contribution to the development of the Sales capability Framework

· Engagement with key stakeholders and building of professional needs based relationships

· Brief and manage external training suppliers to provide service and delivery to preferred supplier standards where 1:1 coaching is not appropriate

· Contribute to Career Development Plans for all Rackers

· Sales competency framework levels are current

· Coaching and training delivery NPS

ROLE DIMENSIONS

Non –Financial (number of staff, number of sites)

Autonomous role – No direct line report

MAIN CONTACTS (external/internal):

Sales Capability Manager

Director of Talent and Development

Head of Racker Development

Sales Managers

Sales Reps

RU Team

Job Requirements

· Extensive experience in the delivery and design of sales training programmes with a proven measureable effect to groups.

· Demonstrable experience in 1:1 coaching with proven results.

· Experience of selling technical products and/or services to a customer base ranging from SMB to Enterprise level with annual revenues in excess of £100m.

· A background in telephone sales is of utmost importance, regardless of the type of industry. Experience of a B2B selling experience.

· A proven track record of sales training and coaching in business to business IT services using proactive outbound sales, telesales or telemarketing teams.

· Education to degree level or equivalent desirable.

· Proven track record in delivering results in a high energy sales environment

· Ability to motivate, inspire and develop others, leading by example

· Confidence and strength of personality

· Self motivated with the ability to deliver under pressure

· Highly passionate person with excellent interpersonal and communication skills, as well as facilitation and presentation skills

· Knowledge of training/learning theory and its practical application for accelerated and blended learning techniques

· Ability to work as a team with Sales Reps and Rackspace University colleagues

· Ability to get the best out of the sales team through driving front line staff to recognise, develop and close sales more effectively

· IT literate; Intermediate knowledge of Microsoft Applications - Word, Excel and PowerPoint

#LI-SL1

#apply
Skills
Type of Job(-US Only) 0

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Management Development Trainer - UK - 20481

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Job TitleManagement Development Trainer - UK
Category Human Resources

Requisition Code

20481
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

MANAGEMENT DEVELOPMENT MANAGER

JOB DESCRIPTION:

This role develops, delivers and facilitates the learning and development interventions (including classroom training, e-learning, on-the-job training) for the core skill areas of Racker Managers and Leaders, including emerging (potential) managers, new-to-Rackspace Managers, Existing Managers, Leadership, team and individual manager development (coaching, mentoring & team building & facilitation).

JOB REQUIREMENTS:

1. Working closely with business leaders & the Head of Racker Development, identifying the competencies and skills needed by Racker Managers to effectively perform their jobs. Core skill areas include one to one planning and execution, team (group) communication, performance management process, Racker personal development and disciplinary.
2. Develops annual training roadmaps (scalable across international regions) that address these development needs, which form the basis for functional curricula and development interventions.
3. Manages training co-ordinator associated to management development including line responsibilities, development and performance of the co-ordinator.
4. Integrates classroom training, e-learning, and on-the-job training in curricula and development interventions.
5. Manages external ,Management Development, Business Partners/suppliers, who deliver training interventions, programme manage curricula, support functional on-boarding, provide subject-matter expertise, and develop/deliver/source training.
6. Manages and supports the delivery of team engagement and improvement activities (such as Buidling Winning Teams) and analysis of resultant improvement.
7. Collaborates with HR Business Partners (HRBPs or Racker Relations) team on creating and maintaining functional career progression paths, including technical support and sales.
8. Promotes continuous career development planning to all Rackers.
9. Builds and maintains relationships on a global basis with US peers.

Key Accountabilities: (& KPI,s):
1. Conduct a formal Training Needs Analysis on a regular basis, at a minimum annually.
2. Develops annual training roadmaps that address these development needs, which form the basis for functional curricula and development interventions.
3. Develop/source and maintain curricula (courses) with content that is seen as relevant and impactful.
4. Builds productive relationships with HRBP,s as a go to person for management development and above on a programmatic and ad hoc basis.
5. Include innovative and practical e-learning and on-the-job training components in management development roadmaps. Builds productive relationships with HRBP,s as a ,go to, person for management development and above on a programmatic and ad hoc basis
6. Deliver effective training (against agreed Net Promoter Score) within budget.

Job Requirements

PERSON SPECIFICATION:

1. Demonstrated experience in creating and implementing management training at a functional and regional level
2. Demonstrated experience in training design, facilitation and coaching, and evaluation, particularly in management capability and leadership development
3. Experience with e-learning and formal on-the-job training is desirable
4. Network of training and development vendors and specialists
5. Strong Fanatical Support-orientation
6. Qualification in MBTi, SDi or SHL preferred
7. Has a working knowledge of and / or experience of delivering 5 Dysfunctions of a Team

#apply

#LI-NS1
Skills
Type of Job(-US Only) 0

]]>Mon, 22 Apr 2013 00:00:00 GMThttp://jobs.rackspace.com/job/Hayes-Management-Development-Trainer-UK-Job/2559324/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Management-Development-Trainer-UK-Job/2559324/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Transformation Consultant - UK - 20412

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Job TitleTransformation Consultant - UK
Category Sales

Requisition Code

20412
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Technical/Specialised Training
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

JOB DESCRIPTION:

Rackspace is seeking a Senior Transformation Consultantto serve as a recognized subject matter expert and thought leader with deep expertise in converged infrastructure and managed services for enterprise customers requiring consulting for infrastructure consolidation, transformation, and optimisation.

JOB REQUIREMENTS:

- Orchestrate and lead presales and delivery efforts inclusive of holistic IT optimization, consolidation, and transformation solutions for FTSE 500 customers inclusive of discovery, analysis, solution design, and migration.
- Lead facilitation of group white-boarding sessions to articulate Rackspace solutions, transformation methodology, functional separation of customer applications, and development of business case value with financial calculations such as TCO and ROI.
- Aligns and regularly communicates with Project Manager and extended teams during presales and project delivery to ensure timely delivery and awareness of potential problems or risk requiring resolution or mitigation.
- Prepares and develops statements of work inclusive of overview, scope, duration, deliverables, resources, terms and conditions, assumptions, and pricing.
- Installation, configuration, provisioning, maintaining, & monitoring of servers, storage, networking, and software tools for data collection and analysis.
- Lead and deliver the sale of assessment services, business case development, solution architecture, and multi-phased complex migration programs that address technology, people/organization, and process.
- Creates and presents deliverables to customer such as asset inventory, infrastructure snapshot, capacity & performance analysis, consolidation scenarios, application inventory & snapshot, business impact analysis, architecture feasibility analysis, data classification, integration & dependency mapping, consumption & demand analysis, application risk & complexity profile, target platform & service level mapping, migration methodology, schedule & resource planning, target solution design, and executive summary.
- Understand complex IT and business customer challenges and apply technology and product portfolio knowledge to solve problems in a consultative manner.
- Perpetually seek to improve and refine the Rackspace Transformation Services methodology, deliverables, sales collateral, and team roles and alignment.
- Build and maintain a network of cross-functional technical resources within Rackspace and across any relative partnerships to allow for higher productivity, increased business, and rapid resolution of problems and escalations.
- Ability to travel as required.

Job Requirements

- 10-15 years managed services, consulting, technical support, and/or application development experience preferred.
- Proficient knowledge of data centre strategy & operations, capacity, utilisation, disaster recovery, and migration & consolidation and best practices.
- Strong knowledge of all areas of business operations.
- Strong infrastructure experience such as virtualisation technologies, operating systems, platform migration, data management, networking, facilities, and operational facilities.
- Expert knowledge of application architecture such as client/server, n-tier, SOA, etc.
- Experience with common as-a-Service offerings with various service providers across various solution stacks (infrastructure, platform, software).
- Strong knowledge of IT Service Management and Service Delivery, ITIL certification preferred.
- Knowledge of Project Management, PMP/Prince2 certification preferred.
- Able to resolve problems in a timely manner.
- Ability to communicate technical info and ideas so others will understand.
- Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
- Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
- Proven ability to organize and execute projects in a consistent, repeatable and reliable manner
- Strong organizational and cross-team communication skills
- Ability to adapt to a rapidly changing environment
- Provide FANATICAL support by driving the value of Rackspace to both potential and existing Rackspace customers and internal sales teams alike.

KEY PERFORMANCE INDICATORS & OBJECTIVES:

· High NPS scores on transformation service delivery

· 360 degree feedback from peers & sales

o High utilisation & engagement with sales

o Quality of service on solution design

o Effectiveness in the field

· Interaction and contribution to extended peers and cross-functional teams

MAIN CONTACTS (external/internal):

· Director of Enterprise Technical Sales – weekly basis

· Head of Professional Services – daily basis

· Team Lead / Lead Consultant – daily basis

· Core Sales Teams – daily basis

· Immediate and extended teams – daily basis

· Enterprise customers – daily basis

· Rackers – daily basis

· Peer Management team – daily basis

#LI-RC1

#apply
Skills
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Technical Team Managers (Windows, Net Sec, Linux) - ADTECHMGR

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Job TitleTechnical Team Managers (Windows, Net Sec, Linux)
Category Management

Requisition Code

ADTECHMGR
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Professional
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

To successfully deliver operational excellence within Support by providing;

- Management and development of a team of Systems Administrators
- Second level escalation
- Proactive recommendations of systems architecture review and improvements.
- Process review and improvements.
- All products fully supported in line with Rackspace standards.

Adherence to Industry recognized standards.

Key Accountabilities:

Management of all aspects of a team within support including;

- Delivery of optimal customer service – Fanatical SupportTM
- Minimisation of downtime via proactive technical intervention
- Technical and customer facing development of all members of the team
- Rapid and effective fault fix processes
- Continual Process review
- Management of team bonus and commissions structure
- Setting team targets and managing/monitoring performance accordingly
- Maintaining a motivated, engaged team
- Management of second level escalations providing timely resolutions and implementing action plans as required
- To present and promote Rackspace to existing customers through meetings and visits
- To create and maintain a skills matrix of the team and deliver training plans for individuals.
- Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.
- Ensuring integration of new team members, including development of Rackspace culture.
- To create a close working relationship with the leadership team in both the UK and US

KPIs Include (not limited to):

- Reports consistently achieving performance KPIs or undergoing development plan
- Development plans in place for Reports
- Sucessful onboarding and monitoring of development through probationary periods
- Objectives for continued improvements in operational efficiency
- 100% Timely delivery of quarterly performance reviews for all Reports
- Objectives for Q12 engagment surveys and follow up sessions
- Regular meetings with US counterparts, relationship development

Job Requirements

- Technical background in appropriate fields and appropriate technical qualifications
- Operational Team Leadership experience within a mission critical environment desirable.
- Demonstrable track record of providing exceptional customer service, Customer relationship management skill
- Exceptional people skills, the ability to engage and motivate staff
- Drive to succeed, exceptional organizational skills
- Limited budget management, cost conscious, business acumen
- Mentoring, coaching and training
- Exceptional communications skills, written and interpersonal
- Demonstrable ability to setup, lead and deliver projects
- ITIL Certification preferred

#LI-AM1
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Enterprise Strategic Account Executive - SAE-LA

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Job TitleEnterprise Strategic Account Executive
Category Sales

Requisition Code

SAE-LA
Location LOS ANGELES, CA, 90001 US
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

Our Enterprise Services division is currently seeking a Strategic Account Executive for our F1000 team. The Strategic Account Executive is responsible for managing the relationship and support model for our large, strategic accounts to provide a higher level of strategy, business management and support leadership in order to enable rapid growth and long-term relationships with our largest, most complex customers.

Responsibilities:
·Functions as the “general manager” for a large strategic growth account, or small set of accounts.
·Responsible for the overall customer relationship, including: strategic planning, revenue growth targets, support delivery, financial management and all operations necessary to profitably retain, grow and service the customer.
·The “SAE” must have the experience and business savvy necessary to interact directly with CTO, CIO, VP and other senior roles within the customer organization.
·Success for the SAE would result when he/she is deemed the “trusted advisor” to his/her senior counterparts in the customer organization. Essentially, the SAE would own the relationship and P&L for the account(s) and be the decision maker for all activities related to the account.
·The direct support resources necessary for the “core team” that manages the relationship and frontline support for the account would report directly or indirectly to the SAE (account manager(s) aligned to different pieces of the business, lead tech(s), account coordinator(s), and other direct support and administrative resources).
·The SAE would be a consumer of other leveraged service delivery resources from across Rackspace.

Job Requirements

The most competitive candidate will have the following:

·Broad knowledge of strategic customer relationship management within the technology services field with strong leadership skills.
·Excellent strategic planning, financial management, communication, and presentation skills.
·Expert knowledge of Rackspace products and services
·Bachelor's degree in business, sales, or marketing required.
·Six or more years of total work experience and at least one year of leadership responsibility required.

·Business and customer relationship management background in a technical services industry preferred.

Rackspace, a world leader in hosting delivers enterprise-level managed hosting, cloud hosting, and e-mail hosting services to businesses of all types and sizes globally. Today we serve thousands of customers from data centers around the world. Rackspace integrates the industry's best technologies and practices for each customer's specific needs delivering it as a service via the company's commitment to Fanatical Support®. We serve as an extension of our customers' IT departments enabling them to focus on their core business. Rackspace was founded in 1998 and since then has had significant growth year after year. There are now over 5,000 Rackers employed worldwide dedicated to providing customers our premier hosting and cloud computing services.

Rackspace Hosting is an Equal Opportunity Employer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

#LI-CC1

#LI-APPLY
Skills
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]]>Fri, 03 May 2013 03:00:00 GMThttp://jobs.rackspace.com/job/Los-Angeles-Enterprise-Strategic-Account-Executive-Job-CA-90001/2530182/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Los-Angeles-Enterprise-Strategic-Account-Executive-Job-CA-90001/2530182/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Enterprise Strategic Account Executive - SAE-CHI

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Job TitleEnterprise Strategic Account Executive
Category Sales

Requisition Code

SAE-CHI
Location CHICAGO, IL, 60601 US
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

Our Enterprise Services division is currently seeking a Strategic Account Executive for our F1000 team. The Strategic Account Executive is responsible for managing the relationship and support model for our large, strategic accounts to provide a higher level of strategy, business management and support leadership in order to enable rapid growth and long-term relationships with our largest, most complex customers.

Responsibilities:
·Functions as the “general manager” for a large strategic growth account, or small set of accounts.
·Responsible for the overall customer relationship, including: strategic planning, revenue growth targets, support delivery, financial management and all operations necessary to profitably retain, grow and service the customer.
·The “SAE” must have the experience and business savvy necessary to interact directly with CTO, CIO, VP and other senior roles within the customer organization.
·Success for the SAE would result when he/she is deemed the “trusted advisor” to his/her senior counterparts in the customer organization. Essentially, the SAE would own the relationship and P&L for the account(s) and be the decision maker for all activities related to the account.
·The direct support resources necessary for the “core team” that manages the relationship and frontline support for the account would report directly or indirectly to the SAE (account manager(s) aligned to different pieces of the business, lead tech(s), account coordinator(s), and other direct support and administrative resources).
·The SAE would be a consumer of other leveraged service delivery resources from across Rackspace.

Job Requirements

The most competitive candidate will have the following:

·Broad knowledge of strategic customer relationship management within the technology services field with strong leadership skills.
·Excellent strategic planning, financial management, communication, and presentation skills.
·Expert knowledge of Rackspace products and services
·Bachelor's degree in business, sales, or marketing required.
·Six or more years of total work experience and at least one year of leadership responsibility required.

·Business and customer relationship management background in a technical services industry preferred.

Rackspace, a world leader in hosting delivers enterprise-level managed hosting, cloud hosting, and e-mail hosting services to businesses of all types and sizes globally. Today we serve thousands of customers from data centers around the world. Rackspace integrates the industry's best technologies and practices for each customer's specific needs delivering it as a service via the company's commitment to Fanatical Support®. We serve as an extension of our customers' IT departments enabling them to focus on their core business. Rackspace was founded in 1998 and since then has had significant growth year after year. There are now over 5,000 Rackers employed worldwide dedicated to providing customers our premier hosting and cloud computing services.

Rackspace Hosting is an Equal Opportunity Employer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

#LI-CC1

#LI-APPLY
Skills
Type of Job(-US Only) 0

]]>Fri, 03 May 2013 03:00:00 GMThttp://jobs.rackspace.com/job/Chicago-Enterprise-Strategic-Account-Executive-Job-IL-60290/2530183/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Chicago-Enterprise-Strategic-Account-Executive-Job-IL-60290/2530183/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
AV Engineer III - US - 20621

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Job TitleAV Engineer III - US
Category Information Technology

Requisition Code

20621
Location US-TX-San Antonio-CSTL San Antonio, TX 78218, US
Education High School
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

Responsibilities:

, Experienced VTC & audio-visual technician experienced in conferencing/event venues:
, Broad knowledge of Audio and Video technologies with expert
, Implementation/installation experience within conferencing spaces.
, Implementation/installation experience within event venues.
, Implementation and integration of multi-vendor systems, retrofit and new-build.
, Scope & breadth of knowledge sufficient to assist chief engineer in design/build.
, Global VTC integration via centralized call management and maintenance system.
, Convergence integration of AV with telco, email, collaboration, and desktops systems.
, Escalation point for client integration/end-user technology component service delivery.
, Vendor management and escalation manager for major technology groups for VTC/AV.
, Maintains, develops, and continually improves documentation and training for VTC/AV.
, Maintains endpoints for VTC and A/V, including problem identification and repair.
, Maintains controllers, bridge, centralized management, and convergence systems.
, Ensures major event/VIP event technology and staffing present for flawless execution.
, Perform systems maintenances via change-control policies.
, Performs preventative maintenance and routine administration (server reboots, user maintenance etc).
, Take ownership of customer issues to include: routing, prioritization, troubleshooting to resolution, routes tickets to applicable departments.
, Continual learning of new products, upgrades, and software programs related to systems.

Job Requirements

The ideal candidate will have the following:

, 2 + years experience in implementation, maintenance, and service of AV/VTC systems.
, 2 + years experience in major event production, from design to staffing and delivery.
, Possess advanced working knowledge of:
, Audio and video system operation, setup, and design nuances.
, Major vendor line of VTC equipment, such as Tandberg, Cisco, LifeSize, etc.
, Major vendor line of bridge/control systems, such as Codian, LifeSize, Radvision.
, Biamp/Nexia sound systems, Extron switchers, and room-level mic/speakers.
, AMX or Crestron controller and panel systems.
, Mainstream Unified Communications systems, such as IBM Sametime, OCS, etc.
, Windows server 2008 or later.
, Mainstream desktop client systems for A/V component operation.
, CTS Certification (InfoComm).
, AMX, Crestron, Nexia, education a plus.
, Understanding networking, systems administration, and monitoring.
, Thorough understanding of server hardware components.
, Working knowledge of AMX or Crestron programming translation from end-user needs.
, Project management experience preferred.
, Bachelor,s degree strongly preferred.

Rackspace, a world leader in hosting delivers enterprise-level managed hosting, cloud hosting, and e-mail hosting services to businesses of all types and sizes globally. Today we serve thousands of customers from data centers around the world. Rackspace integrates the industry's best technologies and practices for each customer's specific needs delivering it as a service via the company's commitment to Fanatical Support®. We serve as an extension of our customers' IT departments enabling them to focus on their core business. Rackspace was founded in 1998 and since then has had significant growth year after year. There are now over 4,000 Rackers employed worldwide dedicated to providing customers our premier hosting services.

Rackspace Hosting is an Equal Opportunity Employer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Skills
Type of Job(-US Only) 0

]]>Tue, 30 Apr 2013 00:00:00 GMThttp://jobs.rackspace.com/job/San-Antonio-AV-Engineer-III-US-Job-TX-78201/2574173/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/San-Antonio-AV-Engineer-III-US-Job-TX-78201/2574173/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Website Manager - UK - 20787

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Job TitleWebsite Manager - UK
Category Marketing/Communications

Requisition Code

20787
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

JOB DESCRIPTION:

The Website Marketing Manager owns the overall development, management and maintenance of the Rackspace International portfolio of websites to meet current and future requirements across business groups.As the Website Marketing Manager you will lead a dynamic team responsible for driving Rackspace’s website initiatives and growth strategies across International. You will be asked to demonstrate leadership, creative thinking and innovative marketing vision to grow this critical business driver in International, working closely with senior management and Sales / Marketing teams.

JOB REQUIREMENTS:

Key Accountabilities:

· Re-develop the Rackspace UK and International websites to meet current and future business requirements across all stakeholder groups (SMB, Enterprise, Cloud, Corporate) - to be defined. Create and communicate an ongoing website(s) development roadmap

· Manage the ongoing website experience encompassing: product ranging and merchandising, discoverability, editorial / content, and social sharing - to increase visitor traffic and engagement, time spent and conversion / activation

· Track and report website(s) performance metrics (KPIs), with follow-up analysis to inform the development of optimisation action plans. Lead team to clearly communicate website strategy and results to senior management and to the broader organisation

· Devise and implement an ongoing testing programme to ensure that all websites are maximized to deliver traffic ingestion, interaction and conversion to Sign-Ups / Leads

· Integrate plans and activities with the Acquisition, Installed Base and Partner Marketing teams to support the delivery of overall SMB propositions and strategies

· Lead team to develop tools and frameworks to improve effectiveness of website programmes across International and globally

· Work with Propositions Marketing to develop compelling positioning and messaging for Rackspace’s website communications

· Accountable for sales performance, driving cloud, dedicated and email sales through prospect and customer.

· Coordinate and manage across cross-functional teams, working with PR, Research, Marketing and Sales teams, product and executive stakeholders

· Working closely with the US on global initiatives

Key Performance Indicators (against each key accountability)

· Conversion: Visitors / Interactions (Chats, Site Subs, Inbound Calls)

· Conversion: Visitors / Sign-Ups

· Site Bounce Rate

(NB - there are numerous KPIs which need to be monitored, optimised and actioned but the above represent the primary business drivers)

Job Requirements

PERSON SPECIFICATION:

· Degree required; professional Marketing qualifications preferred (CIM, IDM or equivalent)

· Extensive experience in a role developing and managing corporate / Marketing websites, with a proven track record of driving KPIs

· Solid experience in applying online best practices, tactics and tools with an excellent knowledge of the latest developments in this space

· Experience working with content management systems, specifically Drupal.

· Outstanding communication skills in email, copywriting, presentation, and verbal

· Demonstrated understanding of business processes and systems functionality in assigned tasks and projects

· Candidate must thrive working in an entrepreneurial, hands-on team environment, but also be a self-starter having the ability to think on their feet and work under their own initiative

· Must have the discipline to plan, organize, prioritise and manage time across multiples tasks to meet deadlines

· Proven relationship-building ability essential, ideally within a multi-layered International environment

#L1-NS1

#apply
Skills
Type of Job(-US Only) 0

]]>Wed, 08 May 2013 00:00:00 GMThttp://jobs.rackspace.com/job/Hayes-Website-Manager-UK-Job/2587454/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Website-Manager-UK-Job/2587454/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Manager, Software Development - US - 20291

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Job TitleManager, Software Development - US
Category Software Development

Requisition Code

20291
Location US-TX-Austin Austin, TX 78753, US
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

You must have superior leadership ability and know how to build a world-class engineering team. Due to the scope of technology and degree of integration with other products and systems this role requires a leader with excellent communication skills and ability to understand broad technical issues. The ideal candidate for this position is someone who has been a Manager.

At Rackspace, we pride ourselves in providing a great work environment with flexible hours, talented team members, and cutting edge technology. For this role, you will be managing a team of talented Software Developers in San Antonio. A passion for quality and a fanatical support attitude is a must. This position is located in San Antonio, TX.

In this role you will be responsible for:

- Development of the MyRackspace Customer Portal for Enterprise Customers
- Build and nurture a cohesive and powerful team of top notch software and DevOps Engineers
- Lead the integration of Quality Engineering directly into the product development process
- Collaborate with Product Management to ensure clearly define user stories, product definition and acceptance criteria
- Implement appropriate development methodologies (i.e., SCRUM/Agile/Kanban), best practices, documentation, and tools
- Drive an improvement in velocity to speed time to market for our new products
- Assess and communicate risks based on complexity, resource and timeline constraints
- Reporting regular status to Engineering and Product Management
- Champion and improve our continuous integration and deployment within and across teams

Required Experience/Skills:

- 5+ years management experience overall, 2+ years experience managing development when critical product features were being delivered by other teams or companies, requiring significant communication and coordination
- 7+ years total software experience, comprising:
- 3+ years experience in a manager role (people management) - must have shipped or deployed more than one v1.0 product releases and more than one point release for each as a Manager or above
- 3+ years as a software developer with significant technical contributions to shipping products
- Proven ability to build relationships, collaborate with and influence cross-functional teams across product line boundaries
- Proven track record in implementing agile methodologies and delivering shipping product
- Calm, steady demeanor during stressful and complex situations
- Excellent written and verbal communication, problem solving, interpersonal, and time management skills , proven ability to delegate tasks to smaller teams to get results
- Proven ability to mentor team leads and team leads/junior managers to be effective , the ability to accomplish results through managing junior managers is essential
- Working experience utilizing Continuous Integration/Deployment concepts and streamlined delivery of code

Highly Desired Experience/Skills:

- Familiarity with advanced software/testing methodologies such as TDD
- Familiarity with designing systems to intrinsically support Quality and Performance Testing
- Experience working in cloud computing
- Experience with monitoring systems and approaches

Rackspace, a world leader in hosting delivers enterprise-level managed hosting, cloud hosting, and e-mail hosting services to businesses of all types and sizes globally. Today we serve thousands of customers from data centers around the world. Rackspace integrates the industry's best technologies and practices for each customer's specific needs delivering it as a service via the company's commitment to Fanatical Support®. We serve as an extension of our customers' IT departments enabling them to focus on their core business. Rackspace was founded in 1998 and since then has had significant growth year after year. There are now over 4,000 Rackers employed worldwide dedicated to providing customers our premier hosting services.

Rackspace Hosting is an Equal Opportunity Employer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

-LI-CC2

Job Requirements
Skills
Type of Job(-US Only) 0

]]>Tue, 14 May 2013 02:59:00 GMThttp://jobs.rackspace.com/job/Austin-Manager%2C-Software-Development-US-Job-TX-73301/2546852/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Austin-Manager%2C-Software-Development-US-Job-TX-73301/2546852/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Manager, Product - US - 20468

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Job TitleManager, Product - US
Category Product

Requisition Code

20468
Location 1. US-TX-Austin Austin, TX 78753, US
2. US-TX-San Antonio-CSTL San Antonio, TX 78218, US
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

The Product Manager for Developer Relations defines and executes a strategy for reducing friction among developers using the Rackspace Cloud. This involves increasing Fanatical Support & customer/developer satisfaction via self-service tools, online support, SDK and tools usage, and metrics targeting the growth of our developer base. Leads efforts to research, understand, and articulate developer needs and trends in coordination with other Rackspace product managers. Works with technical leaders to make sure that each SDK or customer-facing project has a strong strategy, supporting tactical plan, and that we execute effectively for driving product improvements in an open-source environment. Orchestrates strategic planning and practical problem solving across many teams including Product Management, Product Marketing, Development, Engineering, Operations, and Support. Manages and builds the developer engagement SDK/tools portfolio. Works closely with Community Managers to ensure that our developer customers are engaged, happy, and pleased to be working with Rackspace.

Responsibilities

- Overall product management for the Rackspace Developer Relations Group (DRG).
- Works with business development, community management, and other resources to drive developer engagement and product usage
- Defines metrics for measuring the success of our developer engagement efforts and for understanding the ROI to the business
- Provide strategic leadership and tactical delivery on projects while collaborating with sales, support, operations, and customers.
- Prioritizes requirements across SDKs and developer tools.
- Understands business goals and ensure they are met; build and manage product line goals.
- Independently resolve issues.
- Work with Director of Products and make large contribution to product line strategy as well as individual products.
- Ability to manage multiple projects simultaneously.
- Contributes to or leads cross-functional Rackspace initiatives as needed.

The ideal candidate will have:

- Experience as a software developer and an understanding of methods of engaging open-source developers
- Extensive understanding of business as it relates to developer outreach and engagement.
- Expert knowledge of product development life cycle (relevant experience in all phases).
- Typically a minimum of 4+ years related experience (technology and product management).
- BA in computer science or engineering
- Additional experience may be substituted for education.
- Previous management/leadership experience required.
- Proven ability to manage portfolio of products.

Rackspace, a world leader in hosting delivers enterprise-level managed hosting, cloud hosting, and e-mail hosting services to businesses of all types and sizes globally. Today we serve thousands of customers from data centers around the world. Rackspace integrates the industry's best technologies and practices for each customer's specific needs delivering it as a service via the company's commitment to Fanatical Support®. We serve as an extension of our customers' IT departments enabling them to focus on their core business. Rackspace was founded in 1998 and since then has had significant growth year after year. There are now over 5,000 Rackers employed worldwide dedicated to providing customers our premier hosting services.

Rackspace Hosting is an Equal Opportunity Employer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

Job Requirements
Skills
Type of Job(-US Only) 0

]]>Tue, 30 Apr 2013 00:00:00 GMThttp://jobs.rackspace.com/job/Austin-Manager%2C-Product-US-Job-TX-73301/2574160/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Austin-Manager%2C-Product-US-Job-TX-73301/2574160/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Manager, Software Development - US - 20458

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Job TitleManager, Software Development - US
Category Software Development

Requisition Code

20458
Location US-TX-San Antonio-CSTL San Antonio, TX 78218, US
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

Build and manage a high-performing team of software developers to work on a new, strategic, cloud product that is running in start-up mode (rapid iterations, continuous deployment).

At Rackspace, we pride ourselves in providing a great work environment with flexible hours, talented team members, and cutting edge technology. For this role, you will be managing a team of talented Software Developers in San Antonio. A passion for quality and a fanatical support attitude is a must. This position is located in San Antonio, TX.

In this role you will be responsible for:

- Development of the MyRackspace Customer Portal for Enterprise Customers
- Build and nurture a cohesive and powerful team of top notch software and DevOps Engineers
- Lead the integration of Quality Engineering directly into the product development process
- Collaborate with Product Management to ensure clearly define user stories, product definition and acceptance criteria
- Implement appropriate development methodologies (i.e., SCRUM/Agile/Kanban), best practices, documentation, and tools
- Drive an improvement in velocity to speed time to market for our new products
- Assess and communicate risks based on complexity, resource and timeline constraints
- Reporting regular status to Engineering and Product Management
- Champion and improve our continuous integration and deployment within and across teams

Required Experience/Skills:

- 5+ years management experience overall, 2+ years experience managing development when critical product features were being delivered by other teams or companies, requiring significant communication and coordination
- 7+ years total software experience, comprising:
- 3+ years experience in a manager role (people management) - must have shipped or deployed more than one v1.0 product releases and more than one point release for each as a Manager or above
- 3+ years as a software developer with significant technical contributions to shipping products
- Proven ability to build relationships, collaborate with and influence cross-functional teams across product line boundaries
- Proven track record in implementing agile methodologies and delivering shipping product
- Calm, steady demeanor during stressful and complex situations
- Excellent written and verbal communication, problem solving, interpersonal, and time management skills , proven ability to delegate tasks to smaller teams to get results
- Proven ability to mentor team leads and team leads/junior managers to be effective , the ability to accomplish results through managing junior managers is essential
- Working experience utilizing Continuous Integration/Deployment concepts and streamlined delivery of code

Highly Desired Experience/Skills:

- Familiarity with advanced software/testing methodologies such as TDD
- Familiarity with designing systems to intrinsically support Quality and Performance Testing
- Experience working in cloud computing
- Experience with monitoring systems and approaches

Rackspace, a world leader in hosting delivers enterprise-level managed hosting, cloud hosting, and e-mail hosting services to businesses of all types and sizes globally. Today we serve thousands of customers from data centers around the world. Rackspace integrates the industry's best technologies and practices for each customer's specific needs delivering it as a service via the company's commitment to Fanatical Support®. We serve as an extension of our customers' IT departments enabling them to focus on their core business. Rackspace was founded in 1998 and since then has had significant growth year after year. There are now over 5,000 Rackers employed worldwide dedicated to providing customers our premier hosting services.

Rackspace Hosting is an Equal Opportunity Employer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

Job Requirements
Skills
Type of Job(-US Only) 0

]]>Tue, 07 May 2013 00:00:00 GMThttp://jobs.rackspace.com/job/San-Antonio-Manager%2C-Software-Development-US-Job-TX-78201/2585192/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/San-Antonio-Manager%2C-Software-Development-US-Job-TX-78201/2585192/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
HR Business Partner - HK - 17856

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Job TitleHR Business Partner - HK
Category Human Resources

Requisition Code

17856
Location HKG - Quarry Bay Sales Quarry Bay, HK
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

JOB DESCRIPTION:

The HR Business Partner is primarily responsible for the implementation of the globally aligned people strategy for the APAC region, looking after the entire employee life cycle from an HR perspective. This includes providing leadership, advice, coaching & support to the Managing Director, APAC & other APAC business leaders on all people matters as is required to support the APAC business objectives. Working for the Managing Director, APAC (with dotted line reporting into the International HR Director) the HR Business Partner APAC must also provide coaching support and guidance to all employees within the APAC region.

JOB REQUIREMENTS:

Key Accountabilities:

Key Accountabilities:

KEY PERFORMANCE INDICATORS

Provides a pro-active and responsive ‘single point of contact’ for all HR related services to the region covering the entire employee life cycle.

Holistic HR metrics covering:

· Talent Acquisition such as time to hire & cost to hire (measured at regional levels)

· L&D and Racker Relations Engagement Survey results, attrition rates, Key Business Metrics

· Feedback

Talent Management

Acquisition

Delivery of the Talent Acquisition headcount targets, covering all aspects of recruitment, from supporting the creation of job descriptions carrying out search and selection and Onboarding delivery.

Employee Development

Work with leadership team and International Talent Development team to define and address short term and longer term development needs for the Rackers within the region.

Works closely with leaders to define the performance management standards and behaviours needed for the region. Support the region in delivering the performance management process on time and to high standards.

· As above

· HR metric achieved for region

· HR metric achieved for region

· High level training plans in place and delivered

· Development plans in place for a high percentage of Rackers

· Performance management metrics achieved for region

Reward

Refine the job family and reward structures in place within the region so that we attract and retain Rackers, whilst incentivising high performance.

Implement benefit strategies for the local markets, anticipate and resolve complex benefits issues. Develop and maintain relationships with benefits suppliers.

· HR attraction and attrition metrics

· Business performance metrics

· Engagement Survey

· Racker feedback / Engagement survey

· Minimise company exposure

Support the Racker engagement process within the group, enabling leaders to maximise Racker engagement within their respective areas.

· Number of grievances, attrition and engagement survey results.

Employee Relations

Provides day to day advice and assistance in the resolve escalated employee relations issues.

Discusses and addresses employee relations issues in liaison with leadership team for both exceptions to established policies.

Responsiblefor maintaining accurate HR records manual and computerized including information for payroll processing the creation of reports.

· Number of claims

· Engagement surveys

· Performance metric

· GPS accuracy

· Payroll accuracy

H&S Management

Work closely with leadership team to ensure that H&S policies and procedures are in place that comply with legislation and become part of the day to day management processes.

· Minimal H&S deviations

Adhoc HR projects as required

· Projects delivered to achieve defined goals

Job Requirements

· A strong understanding of the link between HR and other functional areas and the ability to prioritise while actively engaging in best HR practice to meet business objectives in a timely fashion. A track record of creative problem-solving essential, as is the ability to work under pressure, meeting challenging & often competing targets within tight timeframes;

· Excellent knowledge of HR practices, legislation, pay, benefits and basic Health and Safety laws and regulations throughout the APAC region, particularly HK, PRC, ANZ & India;

· A practical pragmatic approach with resilience, flexibility and drive to embrace this challenge;

· A successful track record in managing diverse teams composed of individuals from multiple nationalities and cultural denominations, especially intra-Asian, would be advantageous. The winning candidate would be able to demonstrate the ability to seamlessly move across western and Asian management cultures, styles and approaches and be able to frame and follow through on development plans for high and low performers in different cultural contexts;

· The ability to support a hard working, but possibly reticent workforce with a keen eye for judging things going well vs. not so well is essential. The candidate must be able to exercise personal tact, read between the lines and gather input from the "unsaid" and proactively seek out as well as understand the concerns of the workforce. The candidate must on occasion be willing to support and advice on professional as well as personal issues as required, with input from the broader, regional management team;

· Excellent communication skills with the ability to influence key stakeholders;

· Strong attention to detail and accuracy.

· Start up or green field experience desirable, particularly one gained in region (HK, China, ANZ, India and/or SE Asia);

· Degree level educated desirable with a recognized HR qualification.

#L1-NS1

#apply
Skills
Type of Job(-US Only) 0

]]>Wed, 08 May 2013 00:00:00 GMThttp://jobs.rackspace.com/job/Quarry-Bay-HR-Business-Partner-HK-Job/2587453/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Quarry-Bay-HR-Business-Partner-HK-Job/2587453/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS
Physical Security Specialist II - UK - 20590

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Job TitlePhysical Security Specialist II - UK
Category Infrastructure Services

Requisition Code

20590
Location UK - Hayes - Hyde Park Hayes Hayes, UK
Education Bachelor's Degree
Job Type Full-time
Shift/Hours
Travel Required 0
Job Description

JOB DESCRIPTION:

This is a unique opportunity to join a growing team of security professionals tasked with assessing operational risks, implementing security controls, monitoring system effectiveness and promoting security awareness. The role will be primarily responsible for supporting the development and implementation of Rackspace International Physical security strategies pertinent to likely risks, in collaboration with internal and external institutional stakeholders. Coordinates and assists with strategies to enhance the physical security requirements of Rackspace's Security mission and objectives. Develops, implements, and maintains Rackspace Physical security architectures, strategies and standards. Keeps Rackspace interests and strategic goals as the target, while engaging in continuous assessment and improvement processes as necessary.

KEY ACCOUTABILITIES:

· Manage and administer people, processes and technology involved in the implementation and continual improvement of physical security controls for Rackspace International Office and Data Centre locations. This will include:

o Administration and management of CCTV

o Access control systems

o Liaising and management of Security Guard force

o Oversight and coordination of maintaining/remediating physical security controls

o Measuring and reporting on physical security controls to ensure effectiveness

o Executing physical security incident management plan including frequent reporting on physical security events and incidents

o Maintain relationships with local authorities to keep abreast of threats impacting office and data centre locations and surrounding areas

· Executing the requirements of the Rackspace physical security compliance policies and standards

· Serving as physical security subject matter expert on projects, on new and existing office and Data Centre build outs

· Conduct physical security assessments and audits of Rackspace International office and data centre locations

· Training and awareness of physical security controls and policies

· Collaboration on a Bi-Weekly basis with US Physical Security Senior Manager

KEY PERFORMANCE INDICATORS:

· Successful and timely delivery on all assigned projects and tasks

· Demonstrating initiative to improve the business security management system

· Accurate documenting of findings from security incidents

· Expert management of identified security incidents

· Results of 3rd party Audits

ROLE DIMENSIONS:

· Provides physical security input to the Senior Manager of Physical Security and Manager of Cyber Security to support informed decision making

· Responsible for managing projects in their area of expertise

MAIN CONTACTS:

Business Unit

Frequency

Business Services

Daily

Global Security Services

Daily

Data Centre Personnel

Daily

Third Party Suppliers

Weekly

PERSON SPECIFICATION:

· Experience in the Physical Security field required

· Has knowledge of Physical security architectures and strategies to determine, develop, and deliver comprehensive physical security controls

· Knowledge of industry standards such as ISAE3402, PCI-DSS, and ISO 27001

· Experience in administration of CCTV and Access Control Systems (Lenel)

· Excellent verbal and report writing skills

· Strong ability to influence internal and external stakeholders

· Physical Security Professional (PSP) preferred

· Self-starter that takes ownership of identified issues

Flexibility to travel to Rackspace International locations as required

Job Requirements
Skills
Type of Job(-US Only) 0

]]>Wed, 01 May 2013 00:00:00 GMThttp://jobs.rackspace.com/job/Hayes-Physical-Security-Specialist-II-UK-Job/2576335/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://jobs.rackspace.com/job/Hayes-Physical-Security-Specialist-II-UK-Job/2576335/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS