Enterprise Delivery Executive - Healthcare

About the role

This role serves as the senior operational leader responsible for the delivery, optimization, and continuous improvement of Rackspace-managed private cloud services for premier enterprise customers. The role involves owning end-to-end service delivery across infrastructure and platform services including network, compute, storage, virtualization, database platforms, and Citrix.

Responsibilities

• Owns the integrated account delivery plan across both build and run, ensuring what is sold is deliverable and sustainable in operations.
• Provides a unified, consistent leadership interface across program delivery, technical architecture, and service operations.
• Ensures seamless integration across design, build, and run phases, eliminating gaps between solution delivery and operational support, with smooth transitions, onboarding, and handoffs.
• Owns operational performance against SLAs and contractual obligations, including the review, management, and remediation of SLA claims.
• Drives 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.
• 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.
• Maintain a strong understanding of 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