Manager, Data Center Customer Operations

Leads the team of Managers for the data center customer operations team. Establishes operational objectives, policies, procedures, and work plans and delegates assignments to subordinates. Develops, modifies, and executes company policies that affect immediate operations and may also have company-wide effects. Accountable for department budget which may be broad and have a far-reaching impact on the business segment. 

Responsibilities 

• Provides management and direction across the team, and ensures the team's growth is in alignment with business needs 

• Sets functional and development objectives for team members 

• Ensures and develops further needed Stakeholder Management 

• Creates and drives stakeholder communications and manages any issues 

• Responsible to achieve the highest customer satisfaction 

Communications 

• Is responsible for overseeing a team who has multiple and broad communication responsibilities 

• In tune with executive communication needs 

• Challenges the team and others on finding a balance between effective communications whilst pragmatic with volume, frequency and/or content 

Risk Management 

• Acts as escalation point within the team

• Challenges the team to ensure lateral thinking and information are fully analyzed to achieve resolution 

• Where necessary may refer and raise outside of the immediate team 

Resource Management (people, finances etc.) 

• Partners with leadership to set KPI's and metrics

• Accountable for resource planning management (people, finances, vendor bids, etc.) across the project teams

• Leads experienced level professionals and/or may be responsible for subordinate managers

• Develops team to work safely, effectively and with high regard to human error avoidance 

• Handles personnel details including salaries, positioning, hire/fire, reviews, mentor, and development

• Leads in project management and incident resolution

Leadership Characteristics of The Role 

• 2+ years of team management experience

• Previous experience working within a matrix type of organization/global environment

• Demonstrates and instills the Equinix culture and values

• Establishes operational objectives, policies, procedures and work plans and delegates assignments to subordinates. Develops, modifies and implements company policies that affect immediate operations and may also have company-wide effects. Accountable for department budget which may be broad and have a far-reaching impact on the business segment

Qualifications 

Knowledge And Experience 

• Track record of influencing and collaborating with senior business leaders

• Strong Management background

• Full mastery of standardized tools and practices

• Extensive knowledge of the processes and systems that underpin the data center business and more specifically the Equinix way to operate

• Previous experience with Operations/site management

• Previous experience with Vendor Cost Management & Costing Support

• Fluent in German and English Language 

Skills And Attributes 

• Exhibit overall strong business acumen

• Knows how to organize resources to effectively managed concurrent requests from an array of customers (internal and external)