Service Delivery Manager

DATA4'S MISSION

DATA4 creates Smart & Scalable digital facilities for our customers. Our network of highly connected, resilient, and sustainable data center campuses underpins our customers’ digital growth in Europe.

DATA4 Group finances, designs, constructs and operates its own data centers. Delivered through our data center campus model, we provide our customers with secure, scalable and high-performance data hosting solutions.

DATA4 VALUES

At DATA4, we are driven by our values. These are the core of everything we do – from the proactivity we show in delivering great outcomes for our clients, to the responsibility we show as a key contributor to the digital economy. Our three values are:

• To be entrepreneurial – we are teams of doers who make things happen - with autonomy, energy and a sense of responsibility.
• To always take responsibility – for our impact on the people we work with, the society we are part of, and the environment in which we operate.
• To constantly be adaptable – our business is designed to adapt, answering not only today’s challenges, but also anticipating what’s coming next.

ABOUT THE ROLE

Service Delivery Manager (SDM) is responsible for the deployment of hosting solutions sold by the sales teams related to colo-customers. The projects range from the installation of one rack to the equipment of a complete computer room with several hundred racks.

The equipment of a room consists mainly of the realization of all installations involved, from Low Voltage services, cage installation, to any other miscellaneous equipment (badge readers, etc.) installation

Service Delivery Manager is responsible for the planning, delivery, and documentation of DATA4’s customer projects during the “Build” phase following contract signing and prior to the “Run” phase where the colo-customer is in production. The SDM works closely with the designated technical resources and sales team (pre-sales and sales) to finalize the design and provide an accurate delivery forecast to the customer. They are ultimately responsible for the effective delivery of the solution and for setting and maintaining customer expectations.

Service Delivery Manager is also responsible for capacity management in "Run" mode (low voltage, racks) of all the rooms on campus. They will also have a perfect knowledge of the location of the various clients on campus.

To do this, he/she will be able to rely on specific trade experts, including High Voltage, Low Voltage, and Air Conditioning experts, as well as on external service providers. In this context, the SDM works in close collaboration with the OPS team, which ensures the follow-up and management of contracts.

Finally, the SDM may be required to deploy new services developed by the technical team or by partners such as network services (inter-site links or private connectivity to the Public Cloud) or DCIM. He/she will have a role in integrating DATA4 and partner offerings. They will need to understand and comprehend the customers' overall solution.  (cross-connect & remote hands)

The SDM will establish a governance model appropriate to the customer's organization and ensure the availability of deliverables such as the Statement of Work (SoW), schedule, etc. throughout the delivery of the project until acceptance.

They will ensure a transfer of the project to the Service Management and Support team once the acceptance of the solution is completed.

TASKS AND RESPONSIBILITIES

Build phase

• Delivery of customer solutions
• Effectively manage the expectations of key stakeholders such as the vendor and the customer
• Maintain customer relationship and communication during the project life cycle
• Organize interaction with other company employees and hot hand outsourcing personnel to maintain optimal working relationships.
• Roll out, implementation, and tracking of carriers (Telecommunications companies) that provide the connectivity services to end customers.
• Assist in the development of project documents and templates.
• Produce project management documentation deliverables such as Statement of Work, Gantt charts, quality plans, etc. to a high standard.
• Undertake reporting activities for his/her project portfolio and team as directed.
• Any other tasks required by the Project Office Manager or Engagement Director, which are reasonably within the scope of this role

Run phase

• Carrying out site tours as requested by the Client
• In charge of Capacity Planning for the colo-Client
• Ensure that the Client rooms are maintained in good operational condition (cleanliness, security, etc.)
• Responsible for the proper updating of the Customer Room Plans
• Write monthly reports for customers
• Manage the activity of the local staff in charge of customer deliveries

RESPONSIBILITIES IN TERMS OF IMS CERTIFICATIONS

Respect and enforce certification policies in terms of:

• H&S: Respect and enforce health and safety rules.
• Environment: Respect and enforce environmental policies.
• Information security: Respect and enforce information security policies
• Energy: Respect and enforce the policy of reducing energy consumption.

EXPERIENCE REQUIRED

Education and experience

• 3 years of higher education in a technical field in the following areas: networks, computers, electromechanical infrastructures.
• Minimum 3 years’ experience in the same position
• Fluent in Italian and English

Technical skills

The candidate must have the following skills:

• Proven track record in project management, preferably in the hosting or service integration industries
• Basic understanding of High Voltage, Low Voltage, Air Conditioning technical infrastructure.
• Proven ability to meet high standards of written and verbal communication with clients.
• Proficiency in Microsoft Office, Microsoft Project, and AutoCAD applications.
  

Nice to have:

• Microsoft Visio
• PRINCE2 (or similar project management certifications) or ITIL v3 certified
• Conceptual understanding of information technology, networking and the Internet.

Soft skills

• Strong sense of confidentiality, integrity and professional ethics
• High level of accuracy, with excellent organizational and analytical skills
• Ability to communicate effectively and build strong relationships with a wide range of stakeholders
• Strong listening and influencing skills, with the ability to explain complex topics clearly
• Proven experience in a customer-oriented environment, with excellent written and verbal communication skills
• Proactive approach to identifying and resolving issues
• Attention to detail, accuracy, and quality
• Ability to remain calm, focused and effective under pressure, particularly in crisis situations
• Ability to manage cross-functional projects and coordinate multiple stakeholders