Enterprise Delivery Executive - Healthcare
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AI Summary
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%
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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