Technical Onboarding Manager (Project Manager-Cloud)-R-19405

Role: Project Manager II-IN
Shift Timing: 6:30 pm IST to 3:30 am IST
JOB DESCRIPTION SUMMARY
Rackspace is seeking an Onboarding Manager to join the Manage Public Cloud Implementation team with a background in project management within technical environments. In this role, you will be the primary point of contact within Rackspace and will help on-board customers; coordinate and monitor customer cloud builds from initiation through delivery for both simple and complex engagements, minimize risk, optimize operations and support business growth through pro-active and personable interactions. You will build short-term relationships with customers during their on-boarding experience and long-term relationships with Sales, Technical Services, Service Delivery and Support, understanding their business goals and operational capability to best align and manage both Rackspace and our customers to drive outstanding outcomes.
Working with pre-sales architects, sales and support you will be the executor of the on-boarding experience between Rackspace and their portfolio of cloud customers. Coordinating support teams, managing and reporting on project timelines and overseeing capacity management, you will focus on establishing a deep understanding of the on-boarding experience taking opportunities to improve and develop how Rackspace support delivers agile and scalable outcomes.
The successful candidate will leverage their project management experience to co-ordinate Rackspace and customer teams, forecasting capacity, scheduling and planning, always delivering within established timescales and exceeding customer’s expectations.
QUALIFICATIONS:
Demonstrable experience and skills in the following areas are either mandatory or beneficial.
Required
·Experience in Project Management, service improvement or support environments.
·Strong customer focus, with an ability to continually anticipate and meet their needs.
·Manage the engineering team, milestones, activities, and goals.
·Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes.
·Excellent verbal and written communication and documentation skills with great attention to detail and accuracy.
·Strong rapport and relationship building skills with both internal departments and external customers.
·A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise.
·Solid problem-solving abilities coupled with a desire to take on responsibility.
·Good communication skills and an ability to develop relationships with internal and external stakeholder’s levels.
·Desire to learn public cloud technologies from hyper-scale vendors such as Amazon Web Services, Microsoft Azure and Google Cloud.
Desirable
·Project Management qualifications (e.g. PMP, Prince2)
·Service Management qualifications (e.g. ITIL Foundation)
·Experience in collaborating with customer and internal support teams in a Managed services environment.
·Experience providing Service Delivery for SME and Enterprise customers.
·Ability to work in 24x7 environment.
JOB REQUIREMENTS:
Key Accountabilities
·Understand and deliver on the Amazon Web Services, Microsoft Azure and Google Cloud on-boarding experience.
·Provide strategic and operational guidance that will allow Rackspace to continually optimize the on-boarding experience.
·Own resource scheduling and capacity management of the Cloud Build team to deliver desired outcomes on time.
·Own issues, and escalations and drive collaboration with other teams to find speedy resolutions.
·Support the success and development of others in the team.
Key Performance Indicators
·Quantity Indicators – Resource and Time measurements
·Quality indicators – Peer review, customer feedback