General Manager, Data Centre Operations

People Management

• Deliver success through empowerment and accountability by modelling, coaching, and caring
• Live our culture, embody our values and practice our leadership principles
• Define team objectives and outcomes, enable success across boundaries and help the team adapt and learn
• Attract and retain great people, know everyone’s capabilities and aspirations and invest in the growth of others
• Oversee and coach a team on the operation of various systems and equipment within the data centre in a safe and professional manner and advise junior colleagues on inspection and supervision issues
• Help employees identify growth opportunities, develop skills and build development plans
• Establish and communicate performance expectations, identify and address gaps, and monitor performance to ensure plans are met

Data Centre Operations

• Document and drive alignment on dependencies, supplier contracts, success metrics, resource readiness, operational, supportability, and manageability criteria
• Review Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Objectives & Key Results (OKRs) and provide input to improve or increase efficiency across Inventory and Asset Management services
• Drive accountability with building landlord to adhere to service-level agreement
• Partner cross-functionally to support global and regional initiatives (e.g., environmental health and safety, risk assessments, certifications)
• Manages/supports alignment to budget of the Data Centre and makes trade-off decisions to adhere to sound fiscal practices
• Support budget planning and forecasting demand costs, driving awareness among business leaders on implications of service management issues and negotiating to win resources of costs, risks, and team leads as required
• Responsible for overall day-to-day operations and ensure inbound and outbound processes are running smoothly and effectively
• Coordinate and oversee relationships with any third-party vendors who perform DBD destruction as necessary ensuring all DBDs leaving premises do not contain customer information and are destroyed
• Follow and adhere to run book provided by Environmental Health & Safety division, immediately reporting any safety or security issues or concerns and ensuring a culture of safety is upheld

Service Delivery

• Accountable for end-to-end service compliance, quality and client satisfaction for the agreed-upon service levels
• Manage relationships with clients to ensure that all expectations are clarified and understood and deliver solutions that exceed client expectations while maintaining a strong customer focus
• Apply deep subject matter expertise and escalate where needed to meet SLA with minimal disruption to the client/customer and business
• Share common and repeating cases with internal FM teams while providing best practices to address and mitigate recurrence of issues and implement more efficient solutions for resolution
• Present during weekly FM Ops meeting, review root cause analysis and postmortem reporting if any
• Lead key processes, prioritize work across team, and rebalance resources and priorities to respond to changes while recommending additional resources as necessary
• Manage resources appropriately to accommodate pilot programs, task force participation and make recommendations for additional funding where necessary
• Be accountable for end-to-end service compliance, quality and client satisfaction for agreed-upon service levels
• Empower teams to work collaboratively ensuring they have the platform and support to participate in cross-functional work and the opportunity to network

Data Centre Work Environment

• Drive service implementation, adoption, training, quality audits and the education of support teams (including vendors) to enable the best support and service levels
• Remove barriers that inhibit agility to enable team to shift priorities quickly without losing productivity
• Maintain a broad perspective and work to incorporate diverse viewpoints while identifying and evaluating opportunities to create strategies that cross organizational boundaries and drive broad business goals
• Establish a culture of safety, quality, and customer obsession while ensuring team’s standards are consistent with overall service objectives
• Create the type of conditions for successful collaboration, geared toward identifying and resolving organization-wide issues by bringing together creative and relevant solutions from diverse perspectives
• Understand workforce capability and delegate work accordingly across team to effectively deliver results, finding ways to accomplish more by enabling others
• Act as a trusted resource and advisor to a wide network of colleagues with diverse viewpoints
• Delegate to others to promote growth and development of future leaders
• Recognize team successes and reward teamwork and contributions to team success while driving a culture that’s focused on meeting strategic goals

Ownership

• Have pride and a sense of personal accountability for end-to-end service quality, completeness, and resulting customer experience
• Identify unaddressed issues across service and resolve, escalate, or find the appropriate owner to ensure the highest level of quality
• Drive and own the service management perspective to ensure that business leaders understand the business implications of risks, dependencies, and budgets to enable good business decisions and ensure the long-term value of the service
• Model and foster accountability and morale for the team

Requirements:

- Bachelor’s Degree in Mechanical, Electrical, Computer Science, IT, Engineering, or a related field

- Comfortable with multiple workplace locations

- Data Centre Operator Operation related experience

- Strong understanding of data centre infrastructure such as power infrastructure (UPS, generator, PDU, transformer & switchgear), cooling and environmental control (CRAC, CRAH, chillers & cooling tower, humidity control system), networking & connectivity, security & access control (CCTV, biometric access control, physical security), fire suppression & safety, and monitoring & management (DCIM, BMS)

- Hands-on experience in data centre design, build-out, and management

- Familiarity with relevant data centre industry standards (ISO 27001, ISO50001, SS564, Uptime Institute, TIA 942, etc)

- Ability to lead and manage teams effectively while ensuring efficiency and safety

- Strong communication and stakeholder management skills to interact with clients, vendors, and internal teams

- Experience handling budgets, forecasting, and operational planning

- Capacity to develop and implement policies and procedures to improve operational efficiency and reliability