Datacenter Service Delivery Manager

Job Overview The Datacenter Service Delivery Manager for Colocation will oversee the Migrations and service delivery within a colocation datacenter environment This individual is responsible for managing client relationships ensuring compliance with SLAs Service Level Agreements and coordinating cross-functional teams to deliver seamless services The role requires a mix of technical expertise project management client management and operational oversight Key Responsibilities 1 Colocation Migration Expertise The specialized knowledge and skills required to plan manage and execute the migration of IT infrastructure such as servers storage and network equipment from one datacenter to another specifically within a colocation environment This type of migration often involves moving an organization s critical IT assets to a third-party datacenter colocation facility or migrating from one colocation provider to another Expertise in this area is critical to ensure minimal disruption downtime and risk to business operations The role covers the entire lifecycle of datacenter migration and post-migration optimization It includes phases such as assessment and planning migration and network design logistical support testing and validation post-migration support and optimization as well as compliance and documentation 2 Service Delivery Management Lead the end-to-end delivery of datacenter services for colocation clients ensuring timely and efficient execution Manage SLAs KPIs and other service metrics to ensure service excellence Conduct regular service reviews and manage escalation processes for critical issues Develop and maintain operational processes procedures and documentation 3 Client Relationship Management Serve as the primary point of contact for colocation clients managing client expectations and ensuring customer satisfaction Conduct regular meetings with clients to review performance address concerns and plan future services Coordinate with sales account managers and technical teams to support client needs and expand service offerings 4 Incident and Problem Management Lead the resolution of incidents ensuring proper escalation and communication with stakeholders Conduct root cause analysis for recurring issues and develop corrective action plans Ensure business continuity through proper disaster recovery and backup procedures 5 Team Management Lead and mentor a team of engineers and technicians responsible for the datacenter s day-to-day operations Manage staffing levels training and professional development for the team Ensure effective collaboration with cross-functional teams including network engineers facilities management and security teams 6 Financial and Resource Management Monitor budgets and financials related to service delivery ensuring cost-effectiveness Optimize resource allocation hardware software power etc to maximize operational efficiency Prepare and present reports on financial performance and operational metrics to senior leadership Qualifications Education Bachelor s degree in Information Technology Engineering or a related field A Master s degree is a plus Experience 15 years of experience in datacenter operations or IT infrastructure management with a focus on colocation services Experience managing service delivery in a client-facing role Proven track record of managing SLAs and KPIs within a datacenter environment Skills Strong understanding of datacenter infrastructure components power cooling networking storage Excellent communication and interpersonal skills Project management expertise PMP or ITIL certifications preferred Strong problem-solving skills and the ability to work under pressure Proficiency in relevant software tools such as monitoring and management platforms Certifications ITIL Foundation or higher preferred Data center certifications e g CDCP CDCS DCCA are highly desirable Key Competencies Client-oriented with a focus on service quality Leadership and team management skills Analytical and process-driven Ability to manage multiple projects and tasks simultaneously Ability to work in a fast-paced and dynamic environment Work Environment The role is primarily based in a datacenter environment with some travel required to client locations or company offices The position may require after-hours or weekend work in case of critical incidents or planned maintenance