Purpose:
Rack Centre Limited is a new start-up Data Centre company in Nigeria. The company offer an integrated solution centre to provide Co-location data hosting services to telecommunication companies, banks, internet service providers and other companies within Nigeria. The role will be to lead the technical team responsible for Data Centre configuration, Space Planning, Transmission Planning and Integration.
Key Aims and Objectives:
Manage the delivery of services to RC Channel Partners promoting the continuous improvement of productivity, service quality and customer satisfaction
Responsibilities and Duties:
- Accountable for managing client service delivery for all RC Channel Partners
- Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
- Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Rack Centre Service Delivery governance guidance
- Ensures resources, capabilities and capacity to meet both existing and new business demand
Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other Rack Centre service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
- Motivates, develops and mentors other service delivery employees and managers where relevant
- Maximizes Channel Partners growth opportunities
Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
- In conjunction with the Business Development Manager, defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable
Key Performance Indicators (KPIs)
- Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
- Achieving productivity improvements (KPI: Value for customer & enhanced margin)
- Transforming and growing the business (KPI: Further profitable service revenue)
- Developing strong relationships and teams (KPI: Strong network in place & people development is evident)
Key internal Interfaces:
- Operations Director
- Facilities Manager
- Project Manager
- Internal Control/Compliance
- Physical Security Manager
- NOC Manager
Key External Interfaces:
- Key Equipment Suppliers
- Maintenance contractors
- Main Clients
- Channel Partners
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