Data Centre Service Delivery Manager

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Data Centre Service Delivery Manager (P1)

Position Overview and Objectives:

The Service Delivery Manager is a key member for our onsite managed services for DC operations.

• Be the single point of contact between the operations team and our client for all service issues.
• Directs quality of work efforts, team assignment and problem resolution.
• Provide troubleshooting, configuration, database support, and repair for server, network infrastructure, Data Centre emails, file shares, and other infrastructure issues.
• Possess ability to deploy dynamic solutions to new problems.
• Possess skills that determine root cause of issues by looking into code and designs.
• Supervise remote hands support (e.g., power cycles, physical environment, and cabling inspections, swap out failed components, hardware upgrades, testing of copper and fibre cables, handling storage media, and enter troubleshooting commands).
• Escalate issues requiring changes to products and pass down the solutions to Tiers 1, 2 and 3 support.
• Manages 24x7 Proximity Services operations for assigned data centres, delivering standardized services including physical access, remote hands, hardware inventory management, installation and cabling, and data centre operations site management.
• Leads performance and development of DC operations team, including recruiting, development, retention, performance reviews, recommending candidates for promotion, and managing performance improvement plans.
• Coordinates delivery and operation of IT infrastructure (hardware and cabling) to documented strategy and standards, service catalogue, industry specifications (i.e., ISO9001 and ISO27001), schedule, quality, and customer expectations.
• Play a lead role in managing the execution of the Power Maintenance Events.
• Participates in budget and financial management activities with direct responsibility for annual budgets, capital, and expense. Creates, reviews, and manages budgets, participates in re-forecasting initiatives, and develops monthly reports to show actual spend, projected spend, and analysis of variances.
• Develops and nurtures strong relationships with customers and identifies opportunities to provide them with additional commercial capabilities. Maintains external vendor relationships and partners with internal sourcing team to develop contracts and agreements.
• Train and provide oversight to improve service levels.
• Manage projects – Build Centre Solution tools, space planning, power requirements, cabling requirements. Work with vendors, order cables and related supplies.
• Participates in data centre provisioning forums and reviews industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centres.
• Fosters a culture of customer-focused behaviours and continuous operational improvement.
• Partners with Critical Environment team to deliver agreed power maintenance events.
• Manages disaster recovery and business continuity plans for assigned data centres.
• Supports delivery of data centre optimization and closure programs.

Responsibilities to include:

• Manage a team of Data Centre Engineers providing Data centre operations support services.
• Be the single point of contact between the operations team and our client for all service issues.
• Escalation Point of contact from the L1, L2 and L3 engineers.
• Performance management and development of all direct reports and providing feedback provide formal/informal training and coaching to team.
• Resource planning, administration work including shift schedules to ensure sufficient resources to perform daily Data Centre Operations.
• Monitors and tracks all incidents and request management till closure.
• Responsible for quality of service and delivery of all agreed SLA.
• Preparation and presentation of regular service reports.
• Provision a timely response to client escalations.

Qualifications:

• Oversees delivery and operation of IT infrastructure (hardware and cabling) to documented strategy and standards, service catalogue, industry specifications (i.e., ISO9001 and ISO27001), schedule, quality, and customer expectations. Allocates job tasks to staff.
• Leads team in managing 24x7 Proximity Services operations for assigned data centres, delivering standardized services including physical access, remote hands, hardware inventory management, installation and cabling, and data centre operations site management.
• Responsible for developing and nurturing a strong relationship with other technology organizations and identifying opportunities to provide additional service capabilities.
• Manages team’s performance and development comprised of up to 8 direct reports and the recruiting, development, retention, performance reviews, recommending candidates for promotion, and managing performance improvement plans.
• Lead the partnership with the Critical Environment team to plan and execute agreed power maintenance events.
• Manage data centre provisioning forums and review industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centres.
• Promotes a culture of customer-focused behaviours and continuous operational improvement.
• Perform additional job duties as required.

Knowledge and Experience

• 3-5 years Data Centre Management experience.
• History of managing Data Centre Engineers.
• Extensive knowledge of Microsoft server products.
• Expert knowledge of PC and Server Hardware as well as networking.
• Expert understanding of Data Centre Power schemes.
• Expert verbal and written communication skills.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

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