Datacenter Service Delivery Manager

Job Overview

Key Responsibilities

• Colocation Migration Expertise:
• The specialized knowledge and skills required to plan, manage, and execute the migration of IT infrastructure, such as servers, storage, and network equipment, from one datacenter to another, specifically within a colocation environment. This type of migration often involves moving an organization’s critical IT assets to a third-party datacenter (colocation facility) or migrating from one colocation provider to another. Expertise in this area is critical to ensure minimal disruption, downtime, and risk to business operations.
• The role covers the entire lifecycle of datacenter migration and post-migration optimization. It includes phases such as assessment and planning, migration and network design, logistical support, testing and validation, post-migration support and optimization, as well as compliance and documentation.
• Service Delivery Management:
• Lead the end-to-end delivery of datacenter services for colocation clients, ensuring timely and efficient execution.
• Manage SLAs, KPIs, and other service metrics to ensure service excellence.
• Conduct regular service reviews and manage escalation processes for critical issues.
• Develop and maintain operational processes, procedures, and documentation.
• Client Relationship Management:
• Serve as the primary point of contact for colocation clients, managing client expectations and ensuring customer satisfaction.
• Conduct regular meetings with clients to review performance, address concerns, and plan future services.
• Coordinate with sales, account managers, and technical teams to support client needs and expand service offerings.
• Incident and Problem Management:
• Lead the resolution of incidents, ensuring proper escalation and communication with stakeholders.
• Conduct root cause analysis for recurring issues and develop corrective action plans.
• Ensure business continuity through proper disaster recovery and backup procedures.
• Team Management:
• Lead and mentor a team of engineers and technicians responsible for the datacenter’s day-to-day operations.
• Manage staffing levels, training, and professional development for the team.
• Ensure effective collaboration with cross-functional teams, including network engineers, facilities management, and security teams.
• Financial and Resource Management:
• Monitor budgets and financials related to service delivery, ensuring cost-effectiveness.
• Optimize resource allocation (hardware, software, power, etc.) to maximize operational efficiency.
• Prepare and present reports on financial performance and operational metrics to senior leadership.
  

Qualifications

• Education: Bachelor's degree in Information Technology, Engineering, or a related field. A Master's degree is a plus.
  

Experience

• 15+ years of experience in datacenter operations or IT infrastructure management, with a focus on colocation services.
• Experience managing service delivery in a client-facing role.
• Proven track record of managing SLAs and KPIs within a datacenter environment.
  

Skills

• Strong understanding of datacenter infrastructure components (power, cooling, networking, storage).
• Excellent communication and interpersonal skills.
• Project management expertise (PMP or ITIL certifications preferred).
• Strong problem-solving skills and the ability to work under pressure.
• Proficiency in relevant software tools, such as monitoring and management platforms.
  

Certifications

• ITIL Foundation or higher preferred.
• Data center certifications (e.g., CDCP, CDCS, DCCA) are highly desirable.
  

Key Competencies

• Client-oriented with a focus on service quality.
• Leadership and team management skills.
• Analytical and process-driven.
• Ability to manage multiple projects and tasks simultaneously.
• Ability to work in a fast-paced and dynamic environment.
  

Work Environment

• The role is primarily based in a datacenter environment, with some travel required to client locations or company offices.
• The position may require after-hours or weekend work in case of critical incidents or planned maintenance.