Operations Service Delivery Manager

OVERVIEW 

Department: Customer Operations  

FLSA Status: Exempt

Job Location: Austin, TX

Reports to: Operations Site Manager

Element Critical is seeking to add an Operations Service Delivery Manager who aligns with our company values of accountability, integrity, grit, and problem-solving. 

We are seeking an experienced Operations Service Delivery Manager to oversee and manage data center service delivery operations. This role includes leading service order fulfillment, coordinating customer deployments, managing infrastructure installations, and ensuring accurate inventory and documentation. The ideal candidate will bring strong leadership, technical expertise, and a proven track record in data center operations and team management.

RESPONSIBILITIES

Responsibilities will include, but not be limited to, the following: 

• Manage and complete service order fulfillment and remote hands requests. Perform quality assurance (QA) for all completed Service Orders and document results.
• Act as the delivery manager and subject matter expert for service order installation and main point of contact for technical issue resolution.
• Complete installation of cage, cabinets, ladder rack, fiber tray and containment system.
• Update Inventory detail upon completion of all Service Orders. Confirm NetSuite inventory detail asset records are updated with quality and accuracy.
• Review Service Order item details and document exceptions.   
• Perform customer and carrier circuit troubleshooting, installation, termination, testing, and labeling of new cross connects.
• Manage customer communications for preventative and corrective maintenance and emergent events.
• Ensures timely customer case acknowledgment and response.
• Identify, respond and escalate critical BMS and Network Services alerts.
• Establish and maintain on-hand deployment inventory including fiber, copper and cabinets.
• Create Purchase Orders (PO) for customer deployments, materials, contractor labor and supplies. Confirm PO is received, track material and supply commitment schedule and escalate delay.
• Attend all customer deployment internal and external meetings. Own relationship for new deployments and existing customer requests.
• Complete new customer onboarding with Sales team.
• Perform backup Site Manager responsibilities.
• Hire, manage, and train Operations Technicians.
• Manage personnel schedules including shift assignment and coordination, time-off, and overtime.
• Prepare, document, and present staff evaluations. Manage performance management issues timely and effectively.
• Follow and enforce all Site Security access control methods and procedures.
• Support Site Security access control system installation, monitoring and maintenance.
• Develop and document standard operating procedures (SOPs).
• Conduct individual and team meetings. Lead cross functional projects as assigned.
• Conduct site tours for clients and Sales.
• Build and maintain supportive working relationships with clients and sales account management.
• Supervise work performance by vendor subcontractors to ensure adherence to standards, schedules, and specifications.
• Maintain PDU panel schedules. Implement airflow management and energy efficiency standards and cost saving recommendations.
• Support maintenance for critical infrastructure power, HVAC, fire detection and suppression, building management, local security and monitoring systems.
• Manages the expedient resolution of all escalations and emergency response requests.
• In the event of a network failure or critical infrastructure failure, assist Engineering and Facilities team with investigation, resolution and publish findings.
• Complete customer incident root cause analysis and create Post-Mortem report.

REQUIREMENTS & QUALIFICATIONS

The ideal candidate will possess the following: 

• Associate’s degree in computer science, Information Technology, or related field. Bachelor’s degree preferred.
• 5+ years of Data Center Management and Operations experience.
• Proven leadership and decision-making skills. Work well with teams and all levels of the organization.
• Customer deployment installation and project management.
• Knowledge of data center electrical power generation and distribution, mechanical equipment, UPS, fire detection and suppression, building management and security systems.
• Knowledge of common network protocols such as TCP/IP and experience with fault isolating and troubleshooting including LAN and WAN.
• Proficient with network testing equipment.
• Extensive experience working with network hardware such as multiplexers, routers, switches, patch panels, and media converters.
• Experience creating purchase requisitions for site improvement projects, budget planning and expense control.
• Good oral and written communication skills.
• Experience managing staff performance, conducting evaluations, coaching, and team development.