Manager, Data Center Services Support

We are seeking a motivated individual with prior management experience and a strong understanding of the data centre environment. In this role, you'll be responsible for efficiently managing resources to support operational objectives, ensuring continuous operations, and delivering outstanding support and service to our cloud customers. You'll also play a key role in translating departmental goals into clear performance objectives for each team member and regularly evaluating both individual and team performance against defined KPIs. This includes conducting performance appraisals and working closely with each team member to create and implement personalised development plans.

Key Responsibilities

-Manages team(s) supporting data centre environments, customer environments and/or operations, addresses identified and escalated routine trends and ensures problem resolutions are documented.

-Manages team(s) conducting end-to-end on-site hardware installation.

-Monitors daily operations for teams replacing server components and upgrades servers for existing customer base for a site.

-Manages team(s) implementing designed and defined network communications and solutions, including cabling validation and networking equipment, providing guidance on complex problems.

-Engages additional resources to address complex or unresolved issues.

-Manages response to outage situations for clients.

-Ensures adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs).

-Oversees and drives the implementation of required security controls, including updates and maintenance for a team(s).

-Ensures and manages team's compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.

-Oversees technicians' participation in training to advance their understandings and refine technicians' skill set, meeting requirements.

-Stays current with industry understanding best practices and developments in networking and server maintenance, data centre and facility operations.

-Manages team adherence to SOPs and MOPs for operational Data Centre Change Control processes.

-Facilitates collaboration with development teams and external vendors to resolve complex technical problems, providing subject matter expertise around large-scale matters.

-Ensures that contractors and vendors are delivering quality services and that all Service Level Agreements (SLAs) are being met for location(s).

-Oversees quality assurance, providing guidance on process creation and mentorship programs.

Core Responsibilities

-Creates and owns the execution plan for the team's work and multiple projects or initiatives, monitoring timelines and budgets when applicable to ensure projects are completed on time and in adherence with requirements. Delegates work across the team and helps them prioritise their work. Identifies resource needs and adapts plans based on changing priorities and business needs.

-Strengthens collaborative partnerships across teams to align on expectations and shared objectives. Guides team members to build relationships with business leaders, stakeholders, and/or customers to ensure effective collaboration. Practices active listening and asks insightful questions to promote an inclusive culture.

-Actively seeks learning opportunities for self and team to enhance knowledge and skills in key areas and remain current with industry advancements. Uses feedback and training to elevate personal and team skills, modelling a commitment to learning. Identifies skill gaps within the team and supports team members in learning opportunities by providing resources and fostering an environment that encourages knowledge-sharing.

-Identifies and recommends improvements as well as encourages team to share ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Reviews and provides feedback on team member's ideas and seeks input from others on alternative approaches and methods for improving work.

-Coaches and provides direction to team members in alignment with performance management processes, guidelines, and expectations. Facilitates goal setting discussions with team members, ensuring individual goals are aligned with broader team goals. Identifies development opportunities to help team member's improve performance. Contributes to the talent acquisition pipeline by leading candidate interviews, assessing promotion eligibility, and managing talent resources.

Career Level - M2