Senior Program Operations Manager

Job Profile Summary :

Manages several individual but related projects to the required standard of quality within the specified constraints of time and cost for the customer. The projects are typically medium to large, with medium complexity and have high risk exposure. Ensures the coherence of the Program, and develops and maintains the appropriate environment to support each individual project within it. Responsible for the program producing a result which is capable of achieving the benefits defined in the Statement of Work. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

• • Recognized as an expert with in the company and requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function.
• Solves unique problems that have a broad impact on the business.
• Contributes to the development of organizational sub-function strategy.
• Progression to this level is typically restricted on the basis of business requirements.

• • Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
• Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
• Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
• Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
• Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.

• • Other Incidental tasks related to the job, as necessary.
• Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment.
• Act as the primary point of contact for one or more customers, help to plan as well as oversee ongoing operations of our service delivery.
• Work with customers by utilizing your project management skills to put together on-boarding schedules and tasks.
• Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers' faith in the service.
• Create monthly and quarterly business reports to customers that demonstrate the ongoing value that our services provide.
• Create and managing project plans and schedules in conjunction with cloud engineers, and providing updates to customers on progress.
• Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements.
• Lead the root cause analysis effort with the delivery team, when issues within a customer engagement arise.

• • Expert-level understanding of project management processes and frameworks
• Expert-level knowledge of the business, functional operations and strategic initiatives

• • Client/Customer Service
• Coaching/Counseling
• Conflict Management
• Customer Relationship Management
• Data Analysis
• Data Modeling Skills
• Leadership
• Meeting Management
• Operational Management
• People Management
• Presentation Building
• Public Speaking
• Stakeholder Management (external/internal)
• Strategic Planning

• • High School Diploma or regional equivalent required
• Bachelor's Degree required, preferably in field related to role. At the manager's discretion, additional relevant experience may substitute degree requirement

• • Scaled Agile SAFe preferred
• Project Management Professional preferred
• Certified Scrum Master preferred
• AWS Cloud Practitioner preferred
• AWS Solutions Architect Associated preferred

• • 12-14 years of experience in the field of role required.

• • General office environment: no special physical demands required. May require long periods of sitting and viewing a computer monitor.
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.

• • Occasional domestic/international travel, less than 50%

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.