Data Center Networks Service Director

3 weeks ago

Austin, United States EOS Full time

**POSITION OVERVIEW**:
As the Network Service Director, you will play a critical role in overseeing the entire service delivery process for data centre operations, ensuring the successful execution and management of our services for our customer, Meta. You will be responsible for leading a diverse team across multiple locations, including field technicians, NOC operations specialists, project managers, innovation and process improvement managers, and other key roles within the service. Your primary focus will be on delivering exceptional service, meeting customer expectations, driving operational efficiency, and fostering continuous improvement throughout the data center service delivery lifecycle.

**WHAT YOU'LL DO**:

- Provide overall leadership and strategic direction to the data center service delivery team, ensuring alignment with customer requirements, business objectives, and service level agreements (SLAs).
- Collaborate closely with Meta and other key stakeholders to understand their needs, goals, and expectations, and translate them into actionable service delivery plans and strategies specific to data center operations.
- Establish and maintain strong relationships with Meta, serving as the primary point of contact for all data center service-related matters and effectively managing customer expectations.
- Oversee the end-to-end service delivery process for data center operations, ensuring the timely and efficient execution of projects, installations, repairs, and other service activities in alignment with data center best practices.
- Monitor and evaluate data center service performance against SLAs, KPIs, and customer satisfaction metrics, implementing necessary corrective actions and improvement initiatives as needed.
- Drive continuous improvement efforts across the data center service delivery function, identifying opportunities for operational efficiency, process optimization, and enhanced customer experience in a data center environment.
- Develop and implement best practices, standardized processes, and quality control measures specific to data center operations to ensure consistent service delivery excellence across global locations.
- Lead and mentor a diverse team of data center service delivery professionals, providing guidance, coaching, and support to foster their professional growth and development in the data center domain.
- Collaborate with cross-functional teams, including field technicians, NOC operations specialists, project managers, and other stakeholders, to ensure seamless coordination and collaboration in data center service delivery.
- Manage vendor relationships and third-party service providers, ensuring their adherence to contractual obligations and service level commitments within the data center context.
- Drive the implementation and adoption of data center service management frameworks and tools to streamline service delivery processes, improve operational efficiency, and enhance reporting capabilities specifically for data center operations.
- Stay informed about industry trends, emerging technologies, and customer demands in the data center space, providing strategic insights and recommendations to drive service innovation and differentiation.
- Prepare and present regular data center service performance reports, highlighting achievements, challenges, and improvement initiatives to key stakeholders and senior management.
- Monitor data center industry standards, regulations, and compliance requirements related to service delivery, ensuring adherence and proactively addressing any potential risks or gaps in data center operations.
- Foster a culture of excellence, collaboration, and customer-centricity within the data center service delivery team, promoting a positive and high-performance work environment in the context of data center operations.

**WHAT YOU NEED TO SUCCEED**:

- Proven experience in a senior leadership role within the IT services industry, with a focus on data center service delivery management, customer relationship management, and operational excellence.
- Strong experience in managing global data center service delivery operations, including field service teams, project management, and other related functions specific to data centers.
- Operational knowledge of data center operations, networking technologies, IT infrastructure, and related service delivery processes in the context of data centers.
- Strong Client/Vendor management experience is required in the areas of service contract negotiation, vendor performance/scorecards, service level management and contract compliance.
- Strong communication and stakeholder management, to support effective communications with stakeholders at all levels of the organization. With the ability to articulate technical concepts in a clear and concise manner and who can build strong relationships with internal and external stakeholders. Experience of presenting complex concepts and ideas to both technica

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