Service Delivery Executive

Role Overview: As a Service Delivery Executive, you’ll be a senior operational leader responsible for the delivery, optimization, and continuous improvement of Rackspace-managed private cloud services for a premier enterprise customer. This role owns end-to-end service delivery across infrastructure and platform services—including network, compute, storage, virtualization, database platforms, and Citrix—ensuring contractual commitments, SLAs, and service quality objectives are consistently met. You’ll serve as the primary operational interface to the customer’s CIO and CTO leadership, providing executive presence, operational rigor, and accountability across a large, multi-layered delivery organization.

Hybrid (2 days in office if near a Rackspace office) or fully remote

Approximately 20% travel annually

• Provide executive customer leadership
• Act as the senior delivery executive for a strategic enterprise customer
• Build and maintain trusted relationships with CIO/CTO and executive stakeholders
• Lead executive governance forums, QBRs, and operational reviews
• Serve as escalation owner for critical incidents and service concerns
• Own delivery of Rackspace-managed infrastructure and platform services
• Drive service stability, performance optimization, and operational maturity
• Identify and execute continuous improvement initiatives across the service lifecycle
• Ensure smooth transitions, onboarding, and operational handoffs
• Own operational performance against SLAs and contractual obligations
• Review, manage, and remediate SLA claims
• Partner with account and commercial teams on renewals and retention
• Ensure service delivery aligns with financial and contractual commitments
• Lead delivery across network, storage, compute, virtualization, database, and Citrix environments
• Oversee private cloud and hybrid infrastructure operations
• Ensure operational consistency, resiliency, and compliance across platforms
• Lead and develop a large organization of managers, senior managers, and senior professionals
• Establish clear accountability, performance metrics, and operating cadence
• Build leadership depth, succession planning, and talent development programs
• Foster a high-performance, customer-focused culture
• Analyze operational processes and escalation models to identify improvement opportunities
• Lead cross-functional collaboration to enhance service quality and efficiency
• Contribute to sub-functional and enterprise strategy related to service delivery
• Monitor industry and market trends impacting managed services delivery

• Bachelor’s degree required, Master’s preferred
• 12+ years of experience in infrastructure, managed services, or service delivery leadership
• 7+ years leading managers and senior leaders
• Proven experience delivering enterprise-scale managed services under strict SLAs
• Strong executive presence with customer-facing leadership experience
• Experience across private cloud, hybrid, and infrastructure platforms
• Healthcare industry and global delivery experience preferred
• Strong understanding of enterprise hosting and managed services agreements

• Consistent SLA attainment and improved service stability
• High customer satisfaction and executive trust
• Measurable operational efficiency and service optimization gains
• Strong leadership bench and team engagement
• Successful contract renewals and long-term account health

The following information is required by pay transparency legislation. The anticipated starting pay range is between: $222,850 and $272,373. Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time.

Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.

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Information on benefits

Remote postings are limited to candidates residing within the country specified in the posting…