Data Center Manager
Description
Key Responsibilities
Service Delivery & Operations Management
Oversee day-to-day operations across multiple data center sites to ensure service continuity and operational excellence.
Ensure achievement of contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality targets.
Monitor operational performance, identify risks, and implement corrective actions to maintain service standards.
Ensure compliance with established SOPs, MOPs, EOPs, change management, incident management, and escalation processes.
Review service metrics, operational trends, and performance reports to drive continuous improvement.
Leadership & People Management
Lead and manage On-Site Leads and operational teams supporting data center activities.
Build and maintain a high-performing team through coaching, mentoring, training, and performance management.
Manage recruitment, onboarding, workforce planning, succession planning, and team development initiatives.
Establish effective organizational structures and staffing models to support service requirements.
Drive employee engagement, accountability, and operational discipline across all teams.
Client & Stakeholder Management
Act as the primary operational escalation point for client stakeholders and internal management teams.
Maintain strong client relationships through regular operational reviews, governance meetings, and proactive communication.
Manage customer escalations and ensure timely resolution of operational issues.
Ensure client expectations are met while maintaining contractual and operational commitments.
Manpower Planning & Resource Management
Manage manpower planning, workforce allocation, shift coverage, and resource utilization to support 24x7 operational requirements.
Monitor staffing levels and productivity to ensure optimal operational efficiency and service delivery.
Manage overtime utilization and workforce costs to align with contractual and business requirements.
Ensure overtime is properly controlled and is not incurred or clocked unless:
Requested or approved by the client;
Required to support critical incidents, emergency situations, or disaster recovery activities;
Necessary for approved maintenance windows or project-related activities.
Identify workforce optimization opportunities to reduce unnecessary overtime and improve resource efficiency.
Operational Excellence & Continuous Improvement
Drive operational improvements, process standardization, and service optimization initiatives.
Identify and implement best practices to enhance efficiency, quality, and customer experience.
Lead root cause analysis reviews and corrective action programs for recurring operational issues.
Promote a culture of continuous improvement and operational excellence.
Projects, Compliance & Governance
Support and lead client-driven projects, infrastructure deployments, migrations, and operational initiatives.
Ensure successful delivery of project-related activities within agreed timelines and quality standards.
Lead and support internal and external audits, compliance assessments, and EHS reviews.
Ensure compliance with regulatory requirements, client standards, safety policies, and contractual obligations.
Ensure accurate operational governance, reporting, risk management, and executive-level service reviews.
Qualifications & Experience
Bachelor's Degree in Information Technology, Engineering, Operations Management, Business Management, or related field.
Minimum 8 years of experience in Data Center Operations, Critical Environment Management, or Managed Services.
Minimum 3–5 years of leadership experience managing operational teams in an SLA-driven environment.
Experience managing customer-facing service delivery operations.
Strong knowledge of data center operations, service management, workforce planning, and operational governance.
Proven experience in stakeholder management, team leadership, and continuous improvement initiatives.