Director, Regional Technical Operations II

Job Description:

The Director, Regional Technical Operations II is a senior leadership position responsible for managing the day-to-day operations of multiple data centers within a specific geographic region. Under the general direction of the Vice President of Data Center Operations, this role ensures the consistent execution of operational policies and processes, aimed at maintaining the highest levels of data center availability and operational excellence. The Director will oversee facilities management, technical leadership, personnel development, 24x7 availability, and customer satisfaction across the assigned region, while collaborating with corporate operations teams and regional teams to implement strategies for continual improvement.

Key Responsibilities and Essential Job Functions:

• Operational Leadership: Lead the regional data center operations to ensure high availability, operational excellence, and the best customer experience. Drive continuous improvement across all facilities in the region.
• Team Leadership and Development: Provide leadership, motivation, and mentorship to regional operations teams setting a high bar for performance. Foster a collaborative environment and regularly communicate with direct reports to support team growth, open communication, and development.
• Customer Experience Management: Ensure that Flexential’s data centers offer premier customer support experiences throughout the customer lifecycle, maintaining service excellence within the contractual boundaries.
• Standardization Initiatives: Support company-wide standardization efforts, ensuring consistency in areas such as equipment maintenance, metrics reporting, space planning, cable management, vendor management, and operating procedures.
• Safety and Compliance: Enforce industry-standard safety guidelines and ensure consistent use of personal protective equipment across data centers. Maintain audit compliance by standardizing work order management processes.
• Process Improvement: Identify opportunities for operational improvements in power, cooling, and facility capacity. Work with internal and external teams to enhance data center operations and eliminate inefficiencies.
• Maintenance and Reliability: Oversee the development and execution of predictive and preventive maintenance programs based on manufacturer recommendations. Ensure reliable and efficient maintenance of critical infrastructure systems.
• Cost Reduction: Implement cost-effective strategies and green initiatives to reduce operational costs, while negotiating national vendor agreements where applicable.
• Cross-Functional Collaboration: Work closely with internal teams (TAC, provisioning, vendors, etc.) and external stakeholders to install, troubleshoot, and maintain critical infrastructure systems.
• Operational Forecasting: Partner with Capacity Management team and utilize capacity planning and forecasting tools to proactively manage key constraints related to power, cooling, and white space, minimizing facility inefficiencies.
• Staffing Optimization: Optimize staffing levels to reduce overtime and improve employee retention. Maintain balanced workloads across data centers by implementing appropriate staffing models.
• Facility Presentation: Ensure that all data centers in the region maintain a premier appearance that reflects Flexential’s commitment to excellence.
• Performance Metrics: Drive operational excellence through predetermined metrics and toolsets. Analyze and report on the performance of regional data centers, including customer satisfaction (NPS), uptime, and operational effectiveness.
• Leadership and Development: Shape the future of the region by creating and implementing strategic, outcome-focused initiatives. Inspire and motivate team members by leading by example, optimizing talent, and fostering growth and innovation.
• Change Management: Manage change effectively across the region through transparent, effective, and proactive communication, supporting the implementation of new ideas and improvements to enhance data center operations.
• Compliance and Standards Enforcement: Develop, implement, and enforce policies and procedures to maintain high operational standards, ensuring consistent performance and service delivery.
• Travel: A minimum of 25% travel and up to 50% to visit data centers within the region, engaging with teams, providing support, and ensuring operational consistency.

Core Leadership Capabilities:

• Shape the Future: Set and execute a strategic direction that drives operational success and aligns with company objectives.
• Inspire Others: Lead by example and exemplify Flexential’s core values—Custom