Enterprise Delivery Executive - Healthcare

About the role

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).

Responsibilities

• Own 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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