Hybrid Data Centre Service Director bei Eos it solutions

 WHO WE ARE:

EOS IT Solutions is a family run 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 OVERVIEW:

As the Data Centre International 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. You will be responsible for leading a diverse team across multiple locations, including field technicians, 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 Centre service delivery lifecycle.

The Data Centre International Service Director is responsible for overseeing the operation, maintenance, and strategic direction of our Clients Data Centre & Test Dev operations while ensuring service excellence. The role requires a blend of technical expertise, leadership, and business acumen.

WHAT YOU'LL DO:

• Provide overall leadership and strategic direction to the Data Centre service delivery team, ensuring alignment with customer requirements, business objectives, and service level agreements (SLAs).
• Collaborate closely with Client and other key stakeholders to understand their needs, goals, and expectations, and translate them into actionable service delivery plans and strategies specific to data centre operations.
• Establish and maintain strong relationships with the Client, serving as the primary point of contact for all data centre service-related matters and effectively managing customer expectations.
• Oversee the end-to-end service delivery execution excellence for data centre operations, ensuring the timely, efficient and quality of execution of projects, installations, repairs, and other service activities in alignment with EOS strategy and Data Centre best practices.
• Ensure overall proactive compliance with Data Centre 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 centre service delivery function, identifying opportunities for operational efficiency, process optimization, and enhanced customer experience in a data centre environment.
• Develop and drive the implementation of best practices, standardized processes, and quality control measures specific to data centre operations to ensure consistent service delivery excellence across global locations.
• Lead and mentor a diverse team of data centre service delivery professionals, providing guidance, coaching, and support to foster their professional growth and development in the Data Centre domain, whilst ensuring succession planning is developed to future proof the service.
• Collaborate with cross-functional teams, including SDM’s, Field Operational Leadership, Project Managers, HRBP, Service Excellence and Service SME’s and other stakeholders, to ensure seamless coordination and collaboration in data centre service delivery.
• Ensure proper commercial management of all service contracts to ensure on time billing and allocation of all billable and non-billable costs to support the service delivery profitability.
• Manage vendor relationships and third-party service providers, ensuring their adherence to contractual obligations and service level commitments within the data centre context.
• Drive the implementation and adoption of data centre service management frameworks and tools to streamline service delivery processes, improve operational efficiency, and enhance reporting capabilities specifically for data centre operations.
• Stay informed about industry trends, emerging technologies, and customer demands in the Data Centre space, providing strategic insights and recommendations to drive service innovation and differentiation.
• Prepare and present regular data centre service performance reports i.e. QBRs, ABR’s and Strategic Service Workshops; highlighting achievements, challenges, and improvement initiatives to key EOS & Client stakeholders and senior management.
• Foster a culture of excellence, collaboration, and customer-centricity within the data centre service delivery team, promoting a positive and high-performance work environment in the context of data centre operations.
• Support a positive Employee Experience to enrich the EOS Culture across the service teams and support employee retention.

WHAT YOU NEED TO SUCCEED:

Technical Expertise in Data Center Infrastructure:

• Understanding of Data Centre architecture, including networking, storage, compute, and security.
• Familiarity with Data Centre automation and orchestration tools.

Managed Services & IT Operations:

• Experience leading 24/7 operations with a strong focus on incident, change, and problem management (ITIL framework).
• Expertise in Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Operational Level Agreements (OLAs).
• Strong knowledge of Major Incident Management.

Leadership & Team Management:

• Demonstrated success in managing large-scale, complex data centre projects and service engagements, meeting customer expectations, and delivering results within budget and timeline constraints.
• Proven ability to lead cross-functional teams, including engineers, SMEs, and service delivery managers.
•  Experience managing vendor relationships with third-party service partners.
• Ability to drive a high-performance culture, fostering innovation and continuous improvement.

Strategic & Business Acumen:

• Strong understanding of financial management related to managed services, including budgeting, cost optimization, and CAPEX/OPEX considerations.
• Strong analytical and problem-solving abilities, with a data-driven mindset and the ability to leverage data and insights to drive decision-making and process improvement within data centre operations.
• Proactive, results-oriented mindset, with a focus on continuous improvement, innovation, and operational excellence in the data centre context.
• Experience in developing service strategy and roadmaps aligned with business objectives.
• Ability to drive business transformation using CSI and LSS methodologies
• Expertise in contract negotiation and vendor management for outsourced IT services.

Compliance, Security & Risk Management:

• Knowledge of Data Centre security standards (ISO 27001, NIST, PCI-DSS, etc.).
• Risk assessment and mitigation strategies for service continuity and safety risks

Communication & Stakeholder Management:

• Ability to engage with C-level executives and translate technical insights into business value.
• 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 build strong relationships with internal and external stakeholders.
• Experience of presenting complex concepts and ideas to both technical and non-technical audiences in the context of data centre operations.
• Strong skills in client relationship management, ensuring alignment with customer expectations.
• Experience in RFPs, proposals, and contract management for managed services. Candidates should possess a strong background and understanding of data centre technologies and best practices.
• A qualification in a relevant background to the level of associate or bachelor's would be considered an advantage.\Flexibility to travel internationally as needed to meet with customers, teams, and stakeholders in the context of data centre operations.

First 6-months focus areas:

• Assist in the ongoing service development of the EOS DC Managed Service
• Contribute to internal workshops
• Work with EOS CSI and BI lead to give direction on Automation and Data Reporting development
• Support Resource Hiring effort of new leadership in DC Service.
• Contribute to the service strategy development for DC Services
• Help secure and run the new Client Data Centre service
• Assist in the service design and proposal build
• Support the bid process.
• Once the contract is awarded to build EOS service including hiring and client relationship development.
• Run the service End to End on behalf on EOS.

General Leadership Duties:

• Support Managed Service DC VP in development of other service opportunities
• Support the development of MBR & QBR presentations to be Data driven, efficiency focused and demonstrate service innovation.
• Provide general Managed Service assist as directed by DC

 EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

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