Jobs and Careers
About the role
OUR COMPANY:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.
POSITION SUMMARY:
The Data Center Operations Leader is responsible for overseeing a designated Data Center Pod, which includes up to three hyperscale data center campuses, supporting as many as 15 production buildings and a workforce of over 200 employees. Reporting to the Service Delivery Manager or Service Director (depending on pod size), this role provides operational leadership across multiple service lines while ensuring exceptional customer service, operational excellence, workforce development, and compliance with contractual SLA performance. You will serve as the primary operational contact for assigned clients and is accountable for service delivery, staffing, operational readiness, financial performance, safety, and KPI achievement across the assigned portfolio.
The Data Center Operations Leader is responsible for overseeing a designated Data Center Pod, which includes up to three hyperscale data center campuses, supporting as many as 15 production buildings and a workforce of over 200 employees. Reporting to the Service Delivery Manager or Service Director (depending on pod size), this role provides operational leadership across multiple service lines while ensuring exceptional customer service, operational excellence, workforce development, and compliance with contractual SLA performance. You will serve as the primary operational contact for assigned clients and is accountable for service delivery, staffing, operational readiness, financial performance, safety, and KPI achievement across the assigned portfolio.
This position requires a proven leader capable of managing large-scale, mission-critical operations in a fast-paced 24x7 environment.
KEY RESPONSIBILITIES
Operational Leadership
• Lead daily operations across multiple data center campuses, including Network Operations, Field Operations, Deployment Services, and Infrastructure Support.
• Ensure safe, reliable, and efficient 24x7 operations while meeting customer and contractual requirements.
• Drive operational readiness, incident management, risk mitigation, business continuity, and service quality.
• Oversee staffing, workforce planning, scheduling, capacity management, and operational execution.
Client Relationship Management
• Serve as the primary operational contact for assigned customer stakeholders.
• Build strong client relationships through consistent communication, transparency, and execution.
• Lead operational reviews, executive business reviews, and quarterly business reviews (QBRs).
• Present operational performance, SLA results, capacity planning, risks, and continuous improvement initiatives.
• Resolve customer escalations and identify opportunities to enhance service delivery and customer satisfaction.
Leadership & Talent Development
• Lead and develop a team of Service Leads, Technical Leads, and Data Center Technicians.
• Drive employee engagement, coaching, mentoring, performance management, succession planning, and leadership development.
• Partner with Human Resources and Recruiting to support hiring, onboarding, and workforce growth.
• Foster a culture of accountability, teamwork, safety, customer service, and continuous improvement.
Operational & Financial Performance
• Manage operational budgets, labor forecasting, overtime, resource utilization, and productivity.
• Monitor operational performance using dashboards, KPIs, and scorecards.
• Ensure compliance with company policies, customer requirements, safety standards, and audit readiness.
• Drive Lean process improvements, automation, standardization, and operational efficiencies.
Performance Expectations
Success in this role is measured through the following performance scorecard:
• SLA Performance (35%) – Contractual compliance, uptime, customer satisfaction, and service delivery.
• Delivery & Throughput (20%) – Productivity, labor utilization, work completed versus forecast, and operational output.
• Quality & Accuracy (15%) – First-time-right execution, QA/QC performance, audit compliance, and documentation accuracy.
• Repair & Responsiveness (15%) – Ticket response time, incident management, MTTR, backlog reduction, and escalation management.
• Governance & Reporting (10%) – Weekly and monthly operational reporting, dashboard accuracy, compliance, and audit readiness.
• Continuous Improvement (5%) – Delivery of process improvements, automation opportunities, operational efficiencies, and a minimum of three improvement initiatives per quarter.
Operational Leadership
• Lead daily operations across multiple data center campuses, including Network Operations, Field Operations, Deployment Services, and Infrastructure Support.
• Ensure safe, reliable, and efficient 24x7 operations while meeting customer and contractual requirements.
• Drive operational readiness, incident management, risk mitigation, business continuity, and service quality.
• Oversee staffing, workforce planning, scheduling, capacity management, and operational execution.
Client Relationship Management
• Serve as the primary operational contact for assigned customer stakeholders.
• Build strong client relationships through consistent communication, transparency, and execution.
• Lead operational reviews, executive business reviews, and quarterly business reviews (QBRs).
• Present operational performance, SLA results, capacity planning, risks, and continuous improvement initiatives.
• Resolve customer escalations and identify opportunities to enhance service delivery and customer satisfaction.
Leadership & Talent Development
• Lead and develop a team of Service Leads, Technical Leads, and Data Center Technicians.
• Drive employee engagement, coaching, mentoring, performance management, succession planning, and leadership development.
• Partner with Human Resources and Recruiting to support hiring, onboarding, and workforce growth.
• Foster a culture of accountability, teamwork, safety, customer service, and continuous improvement.
Operational & Financial Performance
• Manage operational budgets, labor forecasting, overtime, resource utilization, and productivity.
• Monitor operational performance using dashboards, KPIs, and scorecards.
• Ensure compliance with company policies, customer requirements, safety standards, and audit readiness.
• Drive Lean process improvements, automation, standardization, and operational efficiencies.
Performance Expectations
Success in this role is measured through the following performance scorecard:
• SLA Performance (35%) – Contractual compliance, uptime, customer satisfaction, and service delivery.
• Delivery & Throughput (20%) – Productivity, labor utilization, work completed versus forecast, and operational output.
• Quality & Accuracy (15%) – First-time-right execution, QA/QC performance, audit compliance, and documentation accuracy.
• Repair & Responsiveness (15%) – Ticket response time, incident management, MTTR, backlog reduction, and escalation management.
• Governance & Reporting (10%) – Weekly and monthly operational reporting, dashboard accuracy, compliance, and audit readiness.
• Continuous Improvement (5%) – Delivery of process improvements, automation opportunities, operational efficiencies, and a minimum of three improvement initiatives per quarter.
MINIMUM QUALIFICATIONS
• Bachelor’s degree in business, engineering, information technology, or a related field, or equivalent on-th
• Bachelor’s degree in business, engineering, information technology, or a related field, or equivalent on-th
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