As an Enterprise Delivery Executive, you'll be a senior operational leader responsible for the delivery, optimization, and continuous improvement of Rackspace-managed private cloud services for premier enterprise customer(s). 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 will act as the single accountable delivery leader for the customer, owning delivery & operations outcomes across complex, multi-service environments and providing a unified view of performance, risk, and value delivery.

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.

In this role, you will lead a cross-functional delivery organization spanning program delivery, technical architecture, and service operations, ensuring seamless execution across the full lifecycle from design and build through to steady-state operations.

You will work in close partnership with account and commercial leadership to align delivery with the customer's long-term strategy, supporting service optimization, retention, and growth, while driving a consistent and high-quality customer experience. This enables the 2 in the box delivery and sales alignment which the Delivery Executive will be driving to ensure customer first alignment across the relationship and ongoing delivery motions.

Work Location and Travel: United States of America

- Candidates who live near our headquarters in San Antonio, TX, work a hybrid schedule with two days in the office.

- If not located near HQ, you may work 100% remotely.

- Travel up to 20%

Key Responsibilities:

Account Delivery Ownership & Integration

Serve as the single accountable senior delivery executive for a strategic enterprise customer, owning the integrated account delivery plan across both build and run - ensuring what is sold is deliverable and sustainable in operations.

Provide a unified, consistent leadership interface across program delivery, technical architecture, and service operations.

Ensure seamless integration across design, build, and run phases - eliminating gaps between solution delivery and operational support, with smooth transitions, onboarding, and handoffs.

Service Operations & SLA Performance

Own operational performance against SLAs and contractual obligations, including the review, management, and remediation of SLA claims.

Drive service stability, performance optimization, operational maturity, resiliency, and compliance across all platforms.

Create a culture of early-signal incident prevention, leveraging proactive system monitoring and observability to detect, triage, and resolve issues before customer impact.

Serve as escalation owner for critical incidents and service concerns.

Lead delivery and operations across network, storage, compute, virtualization, database, and Citrix environments, spanning private cloud and hybrid infrastructure.

Customer Experience & Continuous Improvement

Drive a consistent, integrated customer experience across all delivery teams and service domains.

Identify and execute continuous improvement initiatives across the service lifecycle, analyzing operational processes and escalation models to target improvement opportunities.

Lead cross-functional collaboration to enhance service quality and efficiency.

Executive Engagement, Governance & Commercial Alignment

Build and maintain trusted relationships with CIO/CTO and executive stakeholders.

Lead executive governance forums, QBRs, and operational reviews.

Partner with account and commercial teams on renewals and retention, ensuring delivery aligns with financial and contractual commitments.

Team Leadership & Talent Development

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, fostering a high-performance, customer-focused culture.

Strategy & Market Insight

Contribute to sub-functional and enterprise strategy related to service delivery.

Monitor industry and market trends impacting managed services delivery.

Qualifications:

Bachelor's degree required, Master's preferred

12+ years of experience in infrastructure, managed services, or service delivery leadership

7+ years leading managers and senior leaders

Demonstrated command of both program delivery and service operations (ITIL / service-management discipline alongside transformation and migration delivery at enterprise scale)

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

Industry leadership in relevant domain knowledge: EPIC, hospital systems, banking and financial services platforms, etc.

Strong understanding of enterprise hosting and managed services agreements

What Success Looks Like

Consistent SLA attainment and improved service stability

High customer satisfaction and executive trust

Measurable operational efficiency and service optimization gains

Issues identified and resolved proactively through monitoring - fewer customer-reported incidents and lower escalation volume

Strong leadership bench and team engagement

Successful contract renewals and long-term account health

Work Location and Travel: United States of America

- Candidates who live near our headquarters in San Antonio, TX, work a hybrid schedule with two days in the office.

- If not located near HQ, you may work 100% remotely.

- Travel up to 20%

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"Remote postings are limited to candidates residing within the country specified in the posting location."
Our compensation reflects the cost of labor across several geographic markets. The compensation range for this position ranges from $165,830.00/year in our lowest geographic market up to 243,141.80 USD/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Learn more about benefits at Rackspace.

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