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Job Description
Rackspace is a leading multi cloud service provider, commissioned by the Kingdom of Saudi Arabia to assure the build of a sovereign multi tenant private cloud that Rackspace have designed.
Under contract Rackspace will fulfil 3 strategic functions as part of a 3 year programme, based in Riyadh, Saudi Arabia.
– 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
– 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
– 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
Solution Approach
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 delivery holistic, people, process and tech solutions.
Service Leader / Director
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.
Organisation
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.
Profile of resources 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
Core product 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.
