Data Centre Service Delivery Manager at Open Access Data Centres Limited

Job Objective

• The Data Centre Service Delivery Manager is responsible for managing and optimising the delivery of services within a data centre.
• This includes overseeing service level agreements (SLAs), coordinating with internal and external teams, ensuring a seamless customer experience.
• The role involves leadership, strategic planning and continuous improvement to meet the evolving needs of the business.

Key Duties & Responsibilities

• Develop and implement service delivery strategies to meet business objectives
• Monitor and manage service levels, ensuring compliance with SLAs and KPIs
• Conduct regular service reviews with internal teams, external teams and clients to address issues and identify areas for improvement
• Lead and mentor a team of service delivery professionals
• Foster a positive and collaborative work environment
• Provide coaching and training to enhance team skills and performance
• Build and maintain strong relationships with clients and stakeholders
• Act as the primary point of contact for customer escalations and issue resolution
• Work closely with clients to understand their needs and ensure satisfaction with services
• Implement and enhance operational processes to optimise service delivery
• Identify and implement efficiency improvements and cost-saving initiatives
• Ensure compliance with industry standards and best practices
• Conduct regular performance assessments and implement improvement plans
• Stay informed about industry trends, emerging technologies, and best practices
• Drive a culture of continuous improvement within the service delivery team
• Identify potential risks to service delivery and implement mitigation strategies
• Develop and maintain a robust business continuity and disaster recovery plan
• Ensure compliance with security and regulatory requirements
• Communicate effectively with internal teams, external teams, clients and stakeholders
• Provide regular updates on service performance and improvements
• Collaborate with cross-functional teams to achieve common goals
• Prepare regular reports on service delivery performance, including key metrics and trends
• Analyse data to identify areas for improvement and make data-driven decisions
• Prepare client reports for the Billing team

Qualifications and Experience

• Bachelor’s Degree or equivalent through other qualifications/work experience
• PMP / PRINCE2 certification or equivalent (desirable)
• Prefers a minimum of 5 years’ experience in service delivery management within a Data Centre /
• Telecommunications environment, with essentially at least 3 years in a project management role or equivalent
• Strong leadership and team management skills
• Excellent communications and soft skills, including the ability to listen to and summarize and concisely gather, analyse, and share key information with stakeholders
• In-depth knowledge of Data Centre operations and technologies (Preferred)
• Familiarity with ITIL or other service management frameworks
• Project management skills and the ability to manage multiple tasks simultaneously in a fast-paced environment
• Excellence in Customer Service
• Must use BSS/OSS tools, experience with MS Projects and other related Office 365 Packages

Attributes

• Team leader and manager of virtual teams, motivator, persistent, stress management
• Client-focused, relationship builder,
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Good English language communicator with a natural aptitude for dealing with people
• Excellent creative thinking and problem-solving skills
• Commercially aware, numerate & articulate