Rackspace Technology Account Manager Interview Questions
& Process

So I had two face-to-face interviews for this Service Manager role at Rackspace, but honestly, it wasn't really what I expected for a Service Delivery Manager job. It felt more like a customer engagement role. I prepped thinking it was for an SDM level with financial responsibilities, but it turns out they don't really have set processes for things like Incident, Change, or Problem management, nor a proper ITIL-aligned Service Desk. There's no real financial exposure or decision-making power, and no bid management function as you'd expect. Your decisions can't influence the financials or contract renewals; it's all pre-set. The people interviewing me didn't seem to have much experience in Bid Management, Supplier Management, or other typical Service disciplines found in outsourcing companies. It showed in the questions they asked. If there's no specific tailored service to manage, why would you need expensive Service Managers? You'd probably just need an Incident Manager and someone to manage them. It was clear that the people who might manage me lacked experience in Financials, practical ITIL implementation, Supplier Management, and actual tailored contract negotiation. They also didn't seem very prepared for the interview itself, and their research on my background could have been better. The questions weren't challenging enough for the role, suggesting they might not have the breadth and depth of knowledge. Also, there was no clear distinction between the two interviews; they covered the same ground, so it wasn't apparent why there were two rounds. No proper prep seemed to be done.

I applied online for the Account Manager job at Rackspace. A week later, I got a call for a phone screen, which was about 30 minutes with 2 Rackers. After that, they invited me for an interview. It was a long interview, 3 hours total, with 3 panels, and 3 interviewers on each panel. They asked me about my background and personality. Everyone was really nice and made me feel comfortable. After the interviews, I got a tour of the office. A few days later, the recruiter let me know I didn't get the job. I was bummed because I was really excited about it. It turns out there were just more qualified candidates this time. I'll look for other jobs at Rackspace in the future.

I talked to 6 people in total - 2 other Account Managers, 2 engineers/architects, and 2 people managers. It was split into 3 one-hour blocks. They asked about different customer situations, questions to see if I'd fit in with the team, and how I communicate.