Application Services Implementation Leader III or IV

Salary depends on experience
Posted on 06/29/18
Norwell, MA
5 - 7 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 06/29/18

Overview & Responsibilities

Implementation Leader III or IV, responsible for leading Application Solutions customer implementations of applications management and hosting solutions.

Customers into the Rackspace environment. The role will involve successfully working with onboarding the new Customer, the account management team, deployment partners and all otherinternal teams involved in the deployment of the Customer’s configuration.

An Implementation Leader is a crucial position in the onboarding process of our new customers while providing a great first impression of Rackspace. While working with the different Functional, Support, and Sales teams to ensure the highest level of accuracy in deployments, an IL is also expected to provide Fanatical Support to both internal and external customers.

As an Implementation Leader, you are expected to apply effective prioritization, organization, communication, and project management techniques to ensure the most efficient and accurate deployment possible. It is your responsibility to keep the new Rackspace customer updated on the status of the deployment via the ticketing system, email and phone.

Qualifications

  • Bachelor’s degree in related field. At the manager’s discretion, additional experience may substitute for the degree requirement

  • 5 - 10 years of experience in a technologyproject management or technology customer facing role, including 8+ years of relevant technologyproject management and business to business service/relationship management experience

  • Solid understanding of financial terminology and customer’s profitability

  • Ability to adapt working style and approach to best communicate with various business contacts

  • 3 years relevant hosting experiencepreferred.

  • Ability to use professional concepts with a full understanding of industry practices and company policies and procedures.

  • General knowledge of Networking, Hardware, Software, Product, etc.

  • Familiarity with ticketing systems

  • Advanced knowledge of Microsoft Suite

  • Familiar with Project Management in terms of prioritizing, organizing and getting maximum efficiency out of your day

  • Extensive knowledge of Rackspace’s portfolio of Products and Services

  • Extensive knowledge of Hosting solutions and how they work together

  • Subject matter expert on complex configurations or applications (VMWare, Storage, ERP applications such as Oracle EBS and OBIEE, SAP, and Peoplesoft, Databasetechnologies such as Oracle, MS SQL Server, MySQL, etc.)

  • Knowledge of how Public Clouds and Private Clouds work and implementation best practices of each, including Amazon AWS, Microsoft Azure, Google Cloud, and hosting within a private data center on-premise environment

  • Ability to communicate technical information and ideas so others understand both verbally and written

  • Strong understanding of project management principles. Intermediate knowledge of the project lifecycle.

  • Familiarity with project planning and support tools such as MS Project, Project Workbench, etc.

  • Excellent Problem Solver

  • Ability to lead, perform, document, and communicate Risk Management plans

  • Ability to Present to Customers & Prospective Customers on the Implementation Process

  • Understanding of root cause analysis and ability to use RCA process to make quality and process improvements

  • Ability to develop and teach Brown Bag training for fellow Implementation Leaders

  • Ability to effectively communicate Rackspace methodology and set deployment expectations with the requirements into the deployment plan

  • Ability to create clear documentation to account teams when transition new accounts.

  • Excellent written and verbal communication skills

  • Creative and collaborative team player

  • Ability to Prioritize effectively

  • Strong attention to detail

  • Ability to multi-task and stay organized

  • Strong sense of ownership and follow-thru

  • Ability to respond effectively and with tact under pressure

  • Capability of working with different levels and types of staff and teams

  • Act as an example to the team in communicating in a timely and effective manner

  • Strong sense of urgency and ability to balance customer needs with Rackspace business needs

  • Intuitive ability to navigate through deployment plans to provide a fanatically successful customer experience

  • Ability to successfully facilitate internal deployment meetings or calls to align teams

  • Ability to mentor and develop/train others

  • Great collaborator with strong negotiating skills

  • Ability to provide a positive influence – lead the charge in implementing newly adapted processes

  • Excellent interpersonal relationship skills

  • Ability to work successfully and promote inclusivity in small groups

  • Provide performance feedback for team members as appropriate

  • Foster and promote knowledge exchange

  • Create an environment that enhances team motivation and success

  • Ability to handle multiple high-dollar deployments in a high-pressure environment

  • Maintain spreadsheets and personal workload with little to no supervision

  • Ability to reset customer expectations

  • 4-yearBachelor's Degree or higher required

  • Prefer ITIL/SCRUM Certification

  • Prefer Project Management Professional (PMP) or Certified Scrum Master certification

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