Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We\'ve evolved Fanatical Support to encompass the entire customer journey - providing Fanatical Experience\xe2\x84\xa2 from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

Rackspace has been commissioned by the Kingdom of Saudi Arabia to assure the build of a sovereign multi tenant private cloud that we have designed. Under contract Rackspace will fulfil 3 strategic functions, led by the Delivery Director, as part of a 3 year programme, based in Riyadh, Saudi Arabia.

1. Design and Build Assurance - Overseeing the plans, schedule and build of 20 vendors, individually deploying to install and configure their infrastructure, according to the schedule and standards laid down by Rackspace

2. CMP Development - Designing, Building and releasing MVPs into service which allow firstly administration functions to be created and utilised, leveraging automation, and subsequently building in further automation and service controls

3. Strategic Advisory - Against a designed TOM laid down by Rackspace, supporting the mobilisation of resources, executing a training strategy, and providing expertise to build out the cloud management office

Rackspace has a deep seated technical background, and is one of the few organisations that allows engineers to progress to the most senior organisational posts in the corporation. Our solutions engage service, migration factory, security and changes, amongst other departments and speciality skills to build a high quality infrastructure and a solution that enables sustainable and scalable control and administration. Over the last 2 decades Rackspace has applied its continuous improvement policies to deliver holistic, people, process and tech solutions.

Service Director - Role Overview:

Rackspace director grade resources are hands on, with skills and experience within their specific domains, able to identify core products, produce them, and work with other organisational SMes to deliver an appropriate solution where those other SMEs have products that contribute to the end solution.

The service leader will work with Vendors, Partners, Counterparts from the client organisation, and with SMEs from within Rackspace to create the service administration landscape necessary for efficient operation and inline with best practice. The services will be delivered both by incremental build against client priorities, and also through the build and release into service of automation capabilities.

The Service Director will identify the documentation at the various stages, that underpin live operations to include assessment, production, adopt and adapt strategies of at least the following;

- Operations Manuals

- Workflow

- Response and approaches including major incident management

- User guides

- Service descriptions

- Service Catalogues

It will be a core requirement that all service processes and documentation must be compliant with best practice, be logical, standardised and adapted where appropriate to reflect organisation constructs where after challenge, that organisational construct cannot change. Change processes, Incident management processes and processes relating to all aspects of Service Management based on ITIL 4 need to be created to challenge existing thinking in respect of workflow, levels of approval, suitability and efficiency. We are leaving a lasting legacy of best practice. There will be an element of change management and business transformation which will underpin the success of this engagement.

The Service Director will lead the service architecture and technical architecture stream. This will include all technical delivery relating to tickets, responses process, critical success factors, key performance indicators and metrics to demonstrate efficient timely service management, and working closely with the CMO to build out the capability of the new organisation. Services and infrastructure will initially focus on the administration function and a narrow group of services. Over the next 12 months those services (and the resources needed to support and manage) will grow and develop. One of the first tasks will be to plan, present and illustrate how services will be managed, the levels of documentation needed, and the tooling standard that will need to be provisioned.

Frequent travel (potentially relocation) to Saudi Arabia will be required.

Arabic language skills will be highly advantageous. \

Core production

• The client will accept, adopt and adapt strategies for all documentation, tenant user guides, security standards and service descriptions.
• Current documentation standards are adequate but performance against those standards needs validation and improvement. The purpose is not always widely communicated
• Prioritise and explain that prioritisation to the Client organisation
• Create and agree documentation standards
• Outline the roadmap for transitioning operational model and service management framework to the blueprint defined by Rackspace whilst catering for client nuances.

Personal Specification

• A hands on Service director with experience of new service introduction and TOM from the ground up
• ITSM expert
• Service management expert
• ITIL qualified
• ISO accredited (generally ISO accreditation is at Org level, maybe rephrase leading ISO accreditation)
• Audit and compliance aware
• Security and data protection issues aware
• An accomplished communicator, both orally and in writing

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About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world\'s leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we\'re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

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