Senior Director, Cloud Managed Services - RapidScale

JOB SUMMARY:

Senior Director of Cloud Managed Services At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. We are seeking a strategic and operationally driven Senior Director of Cloud Managed Services to provide enterprise leadership, strategic direction, and operational stewardship for our managed cloud operations. This high-impact role is accountable for shaping the long-term vision, operating model, and evolution of managed services while ensuring consistent, high-quality delivery at scale. The Senior Director will serve as a key tactical and strategic partner to Professional Services, Cloud Technical Services, Infrastructure, and business stakeholders, translating RapidScale’s business priorities into durable, scalable managed services capabilities. This leader will drive operational maturity, automation, and platform-enabled service excellence to ensure customers achieve sustained performance, best-in-class reliability, and demonstrable business value across multi-cloud environments.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

Strategic Growth & Service Expansion Develop and execute a multi-year roadmap for cloud managed services aligned to the company’s long-range plan Define and evolve the enterprise managed services framework, including globalization, security operations, compliance, and automation capabilities. Identify market, customer, and technology trends to shape future-state services and operating models that drive customer value and recurring revenue. Operational & Financial Leadership Own end-to-end operational and financial performance for Managed Services, including revenue protection, margin optimization, cost-to-serve, and efficiency outcomes. Design and scale a hybrid global delivery model (in-house, near/offshore, partners) that ensures resiliency, scalability, and 24/7 service continuity. Establish and monitor enterprise KPIs, quality metrics, and financial indicators, using data-driven insights to drive continuous improvement and informed investment decisions. Delivery & Service Excellence Oversee multi-region delivery, ensuring standardized SLAs, ITIL-aligned practices, and proactive health monitoring in service of consistent customer outcomes. Define and enforce enterprise service management standards, including continuous improvement through proactive monitoring, audits, root-cause analysis, and post-incident learnings. Own enterprise-impacting, multi-customer service events end-to-end, serving as the accountable executive for customer communications, cross-functional coordination, timely resolution, and post-incident root-cause analysis, ensuring both immediate stabilization and durable systemic improvements. Team Leadership & Talent Development Build and mentor a high-performing team of engineers, architects, and operations managers. Own workforce strategy, including capacity planning, capability development and expansion, succession planning, and retention across Managed Services. Foster a culture of execution excellence, collaboration, and continuous improvement consistent with enterprise leadership expectations. Customer & Partner Engagement Partner with Cloud Delivery Services and Customer Success for seamless onboarding and lifecycle management. Serve as an executive escalation point for complex, high-impact customer situations Build and maintain strategic relationships with hyperscale partners (AWS, Azure, GCP) to optimize cloud spend and enhance service capabilities. Innovation & Capability Growth Launch accelerators, self-service tools, and automation frameworks to scale delivery. Advance observability and telemetry practices to improve service intelligence and proactive detection. Contribute to cross-functional initiatives that improve customer retention, operational maturity, and long‑term competitiveness. Minimum Qualifications BA/BS degree with 12+ years of relevant experience or equivalent combination of education and experience (MS + 10 years of experience or P.D. + 7 years of experience or 16 years of experience with no degree) 7+ years of experience in a leadership role, including demonstrable experience building a managed services practice and significant revenue accountability at scale Proven experience owning P&L, cost models, and operational performance for recurring services Excellent interpersonal, leadership, presentation, and collaboration and emotional intelligence skills to work effectively with teams throughout organization Experience managing 24/7 cloud services, including hybrid and multi-cloud environments (AWS, Azure, GCP, VMware, Citrix, Windows OS) Strong background in ITIL-based service management, automation frameworks, and cloud optimization ServiceNow platform experience (or equivalent platform) with a focus on ITSM strategy at scale Experience building and maintaining CIs and CMDB environments in a multi-tenant environment Preferred Qualifications Experience leading global, multi-region service organizations supporting enterprise customers. Industry experiences supporting enterprise customers in regulated industries (e.g., Financial Services, Healthcare, SaaS). Relevant certifications such as AWS Cloud Practitioner, AWS Certified Solutions Architect, Azure Solutions Architect, Google Cloud Professional Architect, VMWare, Citrix, ITIL, CISSP, or CISM. #J-18808-Ljbffr Cox Enterprises