Manage Service Operations Manager
The Manage Service Operations Manager is responsible for the daily operations of all data centers across multiple locations. This role plays a critical part in ensuring that customer needs are met, security and access protocols are maintained, day-to-day activities run smoothly, and customer reporting is accurate and timely.
Duties & Responsibilities
- Daily Operations Management:
- Oversee the daily operations of all data centers, ensuring efficient and reliable services.
- Manage and coordinate activities related to facility maintenance, power and cooling, and IT infrastructure.
- Customer Service:
- Act as a primary point of contact for customer needs and inquiries, ensuring that their requirements are met promptly and effectively.
- Foster positive relationships with customers, addressing their concerns and feedback.
- Security and Access Control:
- Implement and maintain robust security and access control measures to safeguard data center facilities and client assets.
- Monitor and enforce compliance with security policies and procedures.
- Team Management:
- Lead and manage a team of data center operations staff, ensuring effective task delegation and optimal resource allocation.
- Provide coaching and guidance to team members for professional development.
- Daily Reporting:
- Generate daily reports on data center operations, performance, and any incidents, and provide summaries to the Head of Managed Service Operations and other stakeholders.
- Maintain detailed records for future reference and analysis.
- Process Improvement:
- Continuously assess and enhance operational processes to increase efficiency, reduce downtime, and optimize resource utilization.
- Identify areas for improvement and implement solutions accordingly.
Qualifications & Experience
- Bachelor’s degree in a related field (e.g., IT, Engineering, Mechanical, Electrical).
- Proven experience (7+ Years) in data center operations and management.
- Strong understanding of data center infrastructure, power, cooling, and security systems.
- Exceptional customer service and communication skills.
- Leadership experience with a demonstrated ability to lead and motivate teams.
- Analytical skills for monitoring and reporting on operational data.
- Strong problem-solving abilities and the capacity to make informed decisions.
Competencies & Behavioral Skills (“E” for Essential and “D” for Desirable)
- Data Center Management (E): A deep understanding of data center operations, including power distribution, cooling, security protocols, and compliance with industry standards.
- Customer Focus(E): A commitment to meeting customer needs, providing exceptional service, and addressing customer inquiries and concerns promptly and professionally.
- Operational Efficiency(D): Proven ability to optimize data center operations, reduce downtime, and ensure resource utilization is efficient.
- Security Management(D): Expertise in implementing and managing security and access control systems to protect data center facilities and client assets.
- Team Leadership(E): Strong leadership skills with experience in managing and motivating a diverse team of data center operations staff.
- Problem-Solving(E): Exceptional problem-solving abilities, including the capacity to quickly identify and resolve issues that may impact data center operations.
- Analytical Skills (D): Proficiency in data analysis and reporting, enabling informed decision-making and continuous improvement.
- Communication (E): Excellent verbal and written communication skills for interactions with customers, team members, and stakeholders.
- Adaptability (D): Ability to adapt to changing circumstances and prioritize tasks effectively in a fast-paced and dynamic data center environment.
- Team Collaboration(E): A collaborative and teamwork-oriented approach to work with team members and cross-functional departments.
- Leadership(E): A leadership style that inspires and empowers team members, fostering a positive and motivated work environment.
- Attention to Detail(D): A keen eye for detail to ensure precise record-keeping and the enforcement of security and access control measures.
- Conflict Resolution(D): Proficiency in managing and resolving conflicts or disputes within the team or when dealing with customer concerns.
- Time Management(D): Effective time management skills to meet deadlines and ensure smooth data center operations.
- Ethical Conduct(E): A commitment to upholding the highest ethical standards in data center management and customer interactions.