Data Center Operations Manager - £90K Package - Crawley

IQ Telecom
United Kingdom
£75k - £85k pa + 10% Bonus, 5% Pension
30 Sep 2017
03 Nov 2017
Contract Type
Full Time
Driving a 'customer first' mind-set is crucial to continued success. Data Centre Operations fuses together the elements of operations focused on customers, in order to differentiate in the marketplace. The Data Centre Manager co-ordinates and oversees all aspects of a single property or portfolio of multi-tenant datacentre assets. This includes oversight of all operational, financial and customer activities. The Data Centre Manager ensures that standards, policies and procedures are being implemented in their property or portfolio. The Data Centre Manager will ensure that all customer support, engineering and security groups are all performing to expected levels and provide leadership and oversight across these teams. The ideal Data Centre Manager must have deep technical knowledge while supporting a consistent customer experience for local clients across the region. As this person will interface with customers, strong communication skills are required. Additionally, this person must partner with the Sales Engineering team to align on customer needs from the beginning of the customer lifecycle. DUTIES AND RESPONSIBILITIES: SITE OPERATIONS *Work with the Regional Data Centre Operations Managers to set strategic objectives for the property and manage the implementation *Oversee all building systems and critical facilities equipment including fire/life safety, mechanical and electrical systems. Plan, implement, co-ordinate and supervise all mechanical/electrical operations, maintenance and energy management programs for a critical facilities environment. *Understand and utilize maximum capabilities of all operational systems, including BMS, CMMS, etc. *Oversee scheduling of preventive maintenance, contracted maintenance and general maintenance with minimum disruption of building services. *Recommend/implement improvements to the preventive maintenance programme on an on-going basis. Devise technical enhancements to improve various aspects of building operations. *Ensure that the site team engineers are trained and competent to act as the first line response unit in the event of a fault in the site plant or infrastructure to minimise the potential for, and frequency of, outages. *Understand the engineering design and operational aspect of each building system. *Ensure that all compliance and standards are implemented across the site. *Liaise with the Client Service Manager, Asset Management and Technical Operations. CUSTOMER SERVICES *Develop strong relationships with the customer and embed a culture of "Service Excellence" with internal and external customers. *Co-ordinate and manage customer communication around planned and unplanned maintenance including responding to customer needs and co-ordinating with maintenance staff to resolve problems. *Co-ordinate with the Property Manager and attend customer meetings. *Work with Property Manager to ensure all required customer reports are completed and provided in a timely manner. *Maintain positive relationships and high retention levels with all clients. Responds to all problems and concerns and ensures compliance with rules and regulations. *Execute all aspects of data centre operations including the operation, maintenance and repair of all mission critical equipment and systems supporting a 24x7 data centre operation to achieve 100% uptime and 100% compliance with all customer SLAs. FINANCIAL MANAGEMENT *Work with Asset Management and Property Manager in the planning, budgeting and control of operating and capital expenditures. *Ensure the Property Manager is supported in submitting all required financial reporting to Asset Management within specified timelines. *Review and approve the calculation of all special billings. Works with the Property Manager to prepare and review all annual budgets, forecasts, management plans, monthly performance reports and variance reports. Understand and provide explanations for variances. *Work with the Property Manager to maintain cost-effective and efficient operations of the building. *Work with other DC Managers to ensure multi-site contract leverage and attain economy of scale on repeat services. LEASE ADMINISTRATION & IMPLEMENTATION *Have a good knowledge of all leases and Service Agreements and ensure compliance with lease terms at all times. *Work with Property Manager and customers to resolve any disagreements or disputes related to the leases or SLAs. *PROPERTY ADMINISTRATION *Ensure the property team maintains up-to-date and organised files including inventory reports, incident reports, contracts, purchase orders, invoices and other critical documentation. *Work closely with other building staff on all customer-impacting work to ensure streamlined communication and excellent customer service. *Complete ad-hoc reports as required by the Portfolio Management team. VENDOR & PERSONNEL MANAGEMENT *Work with the Property Manager to manage, direct and co-ordinate the activities of internal or contracted personnel or third parties who are providing services or performing work within the assigned property. *Direct the Technical Team to evaluate, assign and monitor the safe work responsibilities and capabilities of employees and contractors; ensure adherence to safety requirements and prescribed procedures. *Qualify vendors and implement the company's procurement procedures, including tendering projects, using RFPs, purchase orders, and cost tracking templates. *Negotiate pricing and contracts for services in conjunction with the Technical Operations team. *Track vendor performance against contracts and SLAs. REQUIREMENTS: SKILLS & EXPERIENCE *Planning, organising and prioritising skills *Excellent verbal and written communication skills *Strong rapport and relationship building skills with both internal and external customers *Ability to work under pressure and keep calm in a crisis *Previous experience managing a small team *Experience of coaching, training and developing a team both technical and non-technical *Experience of dealing with customer problems in difficult circumstances *Experience of implementing cost controls *Appreciation of the data centre and co-location sector *Computer-literacy/IT skills - email, data entry, excel, power point, word *Recognized formal technical training *Significant experience of knowledge of critical building infrastructure (e.g. UPS, Generators, BMS, HV/LV systems and switching, cooling systems, etc.) PERSON SPECIFICATION *Proven leadership skills *Thorough, as well as, pragmatic and orientated to problem solving *Positive 'can-do' and flexible attitude to work *To have a friendly and approachable attitude to work *To be flexible and adaptable, self-motivated and a pro-active worker *Excellent team player *A logical approach to problem solving *Ability to diagnose and resolve customer technical problems *To produce work to a consistently high standard *Capability to work independently and as part of a team *Work well under pressure and to deadlines/targets *Ability to train others in use of procedures *Ability to meet and exceed targets and customers' expectations *Ability to know when to support colleagues *Live within an hour's travel time IQ Telecom is acting as an Employment Agency in relation to this vacancy.
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