Senior Director - Global Technical Support ( Commercial Operations)

Senior Director, Commercial Operations- INDThe Senior Director, Commercial Operations (India) will lead the operational strategy, execution, and delivery for the company’s commercial (mid-market) customers. This role will be responsible for ensuring scalable, efficient, and customer-centric operations that support growth in the commercial segment. The Senior Director will oversee cross-functional operations teams in India, streamline processes, and leverage AI-driven tools to increase quality, optimize service delivery and customer outcomes. Additionally, this role will carry end-to-end accountability for the India delivery center’s operational P&L, ensuring revenue realization, cost efficiency, and sustained margin growthCareer Level SummaryProvides leadership and direction through directors, senior managers and senior professional staffIs accountable for the performance and results of a major part of the organization (organization sub-function, functional area or significant operational segment within a business unit)Develops and executes strategy to achieve key business objectivesDecisions are guided by company and functional strategy and objectivesCritical CompetenciesExcellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional resultsCustomer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer successExpertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutionsAgility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutionsCompassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholdersKey ResponsibilitiesManiacal focus on ticket volume reductionDrive workflow improvement opportunitiesLead Automation and AI integration initiativesOptimize minimum viable staffing modelEnsure SLA compliance within cost constraintsDevelop KPI’s for all Operational Aspects of DeliveryOwn end-to-end operations for commercial customers, ensuring consistent delivery, scalability, and customer satisfactionPartner with regional sales and customer success teams to align operational support with customer needsBuild standardized processes to handle higher-volume, lower-complexity engagements efficientlyAI & Technology Enablement and leveraging AI/automation to increase scalability and efficiency in commercial operationsPartner with global product/engineering to roll out tools that improve service delivery and customer insightsLead and grow a commercial operations team based in IndiaEstablish clear KPIs, reporting, and dashboards to monitor performance, productivity, and customer outcomesDrive operational efficiency across service delivery, onboarding, and support functionsAlign with global operations strategy and partner with Enterprise Operations Leader for delivery consistencyIdentify process bottlenecks and implement improvements for scaleStandardize delivery playbooks and best practices across commercial accountsEnsure compliance with company policies, security requirements, and local regulationsMentor technical leaders and managers in data-driven decision-making, capacity planning, and AI-led operations transformation KnowledgeStrong experience managing operations for commercial/mid-market customers in a tech, or services environmentLean methodologiesProcess optimizationSkillsAnalytical, metrics-driven mindset with ability to make data-informed decisionsStrong leadership and people management skills, with experience building teams in IndiaExcellent communication and collaboration skills; able to work cross-functionally with global teamsExposure to AI/automation tools and demonstrated experience integrating them into operational workflowsProven ability to scale operations and optimize delivery models for efficiencyEducationBachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirementMaster's degree in related field preferredExperience20-25 years of experience in technology operations, engineering, customer delivery, or program management, with at least 5 years in senior leadership managing peopleExperience in managing multi-tower IT operations (infrastructure, cloud, applications, and service desk) with full P&L accountability across large-scale delivery centersPhysical DemandsGeneral office environment: no special physical demands requiredMay require long periods of sitting and viewing a computer monitorSchedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operationsAbout Rackspace TechnologyWe 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 TechnologyThough 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.