Data Center Operations Manager

Job Description

Job Description

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.

WHAT YOU WILL DO:

The Data Center Operations Leader is responsible for leading a designated Data Center Pod consisting of up to three hyperscale data center campuses, supporting as many as 15 production buildings and a workforce of 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 contractual SLA performance.

The Operations Leader serves 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 improve 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 the Job experience.
• 8+ years of leadership experience in data center operations, managed services, critical facilities, or mission-critical operations.
• 5+ years managing multiple operational teams across geographically distributed sites.
• Experience leading organizations of 100+ employees; experience managing 200+ employees is preferred.
• Demonstrated success managing enterprise or hyperscale customer relationships.
• Experience leading 24x7 operations with accountability for safety, service delivery, and operational performance.
• Strong financial and business management skills, including budgeting, workforce planning, and operational forecasting.
• Proven ability to lead organizational change and continuous improvement initiatives.

DESIRED QUALIFICATIONS

• Experience supporting Managed service, IT Operations, and Business Operations.
• Knowledge of ITIL service management principles.
• Lean Six Sigma, PMP, or other project management certifications.
• Experience with executive dashboards, KPI reporting, and business reviews.
• Strong understanding of mission-critical infrastructure and data center operations.

What Success Looks Like

The successful candidate is a strategic, customer-focused leader who consistently delivers operational excellence through strong leadership, disciplined execution, and continuous improvement. They build high-performing teams, develop trusted client relationships, drive KPI performance, and ensure safe, scalable, and reliable operations across a complex multi-site hyperscale data center environment

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.

This position involves   traveling  LOCALLY to multiple sites to support Data Center Infrastructure & Cloud operations

WHAT YOU WILL DO:

We are seeking a dedicated  Data Center Repair Technician to join our infrastructure engineering team. This role is focused on the physical repair and maintenance of data center hardware, including servers, switches, routers, and related components.

KEY RESPONSIBILITIES:

• Perform hands-on repairs and replacement of defective hardware components in data center equipment, including power supplies, fans, and network cards.
• Manage the lifecycle of hardware components, from installation and troubleshooting to decommissioning and recycling.
• Conduct physical inspections and routine maintenance on data center equipment to ensure operational reliability.
• Oversee the inventory management of spare parts and hardware components, ensuring availability for repairs and upgrades.
• Collaborate with technical teams to coordinate replacement activities and minimize downtime during hardware failures.
• Document repair activities, maintain accurate records of maintenance logs, and update system configurations as necessary.
• Execute basic physical layer troubleshooting, including cable and port testing, to ensure connectivity and performance standards.
• Support the implementation of new hardware installations and the physical setup of network and server infrastructure.
• Participate in emergency response teams to address urgent hardware issues

ESSENTIAL CRITERIA:

• Technical diploma or certification in electronics, computer hardware, or a related field. 
• Proven track record of repairing and maintaining IT and network hardware in a data center environment.
• Familiarity with hardware from Cisco, Juniper, Arista, and x86 servers is highly preferred.
• Strong organizational skills with the ability to manage multiple tasks and prioritize work effectively.
• Excellent problem-solving skills and the capacity to perform well in a fast-paced environment.
• Valid driver's license and ability to handle physical requirements of the job including lifting equipment up to 50 pounds. 

PHYSICAL REQUIREMENTS:

• Ability to lift and maneuver heavy equipment, up to approximately 50 pounds, and occasionally up to 100 pounds.
• Dexterity to manage small and complex components during hardware maintenance.
• Frequent standing, bending, and moving within confined spaces in the data center.
• Ability to work in various environmental conditions, including areas with elevated temperatures and noise levels.

EOS BENEFITS:

At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:

• Health, Vision, and Dental Insurance starting the 1st of the month after your start date. 
• 10 Days of Paid Time Off (PTO)annually
• Occasional overtime and bonus opportunities
• 12 Paid Holidays
• 6 Sick Days (available after 90 days of employment)
• 401(k) Retirement Plan with a $2,500 company match (available after 90 days of employment) 

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

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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