Senior Manager

Your Role The Sr. Manager, Global Command Center is responsible for leading the U.S. Global Command Center (GCC), a 24x7x365 operation that serves as a central point for customer support, alarm monitoring, incident communications, and operational coordination across Digital Realty's data center portfolio. This role provides leadership for GCC operations, ensuring service levels are met, customer issues are resolved in a timely manner, critical infrastructure and connectivity alarms are managed appropriately, and continuous improvements are implemented to support reliability, customer satisfaction, and operational excellence. Job Description Sr. Manager, Global Command Center The Sr. Manager, Global Command Center is responsible for leading the U.S. Global Command Center (GCC), a 24x7x365 operation that serves as a central point for customer support, alarm monitoring, incident communications, and operational coordination across Digital Realty's data center portfolio. This role provides leadership for GCC operations, ensuring service levels are met, customer issues are resolved in a timely manner, critical infrastructure and connectivity alarms are managed appropriately, and continuous improvements are implemented to support reliability, customer satisfaction, and operational excellence. Location: Ashburn, VA Your Role The Sr. Manager, Global Command Center is responsible for leading the U.S. Global Command Center (GCC), a 24x7x365 operation that serves as a central point for customer support, alarm monitoring, incident communications, and operational coordination across Digital Realty's data center portfolio. This role provides leadership for GCC operations, ensuring service levels are met, customer issues are resolved in a timely manner, critical infrastructure and connectivity alarms are managed appropriately, and continuous improvements are implemented to support reliability, customer satisfaction, and operational excellence. What You’ll Do Lead and develop the GCC team, including staffing, performance management, coaching, and project oversight. Ensure critical data center infrastructure alarms and network connectivity alarms are monitored and responded to appropriately, while driving improvements in monitoring capabilities and risk identification. Manage customer support operations, including customer communications, escalations, service requests, incident notifications, and adherence to customer SLAs. Partner with operations, engineering, security, and regional teams to resolve customer issues, coordinate service delivery, and improve the customer experience. Act as a leader during major incidents, coordinating communications, supporting root cause analysis, and driving issue resolution and recovery activities. Oversee change management communications and ensure customers receive timely notifications for planned maintenance and service-impacting activities. Lead process improvement initiatives that enhance service quality, operational efficiency, compliance, and customer satisfaction. Manage GCC projects, ensuring milestones, deliverables, and timelines are achieved. Monitor and report on operational performance, service levels, quality metrics, customer satisfaction, and GCC effectiveness. Support budget planning, resource forecasting, and cost management for GCC operations. What You’ll Need 7+ years of experience leading customer support, command center, network operations center (NOC), service operations, or data center operations teams in a 24x7 environment. Experience managing teams, performance programs, staffing plans, and operational objectives. Knowledge of incident management, problem management, change management, and service delivery best practices. Experience supporting mission-critical operations, data center environments, telecommunications networks, or technical operations centers. Strong customer service and stakeholder management skills with experience handling escalations and service-impacting events. Experience managing operational KPIs, service level agreements, reporting, and continuous improvement initiatives. Ability to coordinate across multiple teams, regions, vendors, and customers to drive issue resolution and operational effectiveness. Strong analytical, problem-solving, communication, and organizational skills. Proficiency with Microsoft Office applications including Excel, Word, SharePoint, and project management tools. Working knowledge of IT networking, telecommunications, data center operations, and operational support processes. A Bit About Us Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter. A Bit About Our Team Operations Our Operations team keeps our customers' infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should. What We Can Offer You Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us. Training and Development Join our Data Center Operations team and gain the support to succeed from day one. Our onboarding program prepares you to contribute meaningfully right away, with clear career pathways and continuous training to fuel your long-term growth. From onboarding to specialized development, we equip you with the skills and opportunities to make a lasting impact in operations. Health and Safety Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress. Our Compensation Philosophy Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values. Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee’s total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below. Compensation range: $123,000 - $169,000 annually . This compensation range represents the Company's good faith belief as to what it will pay as a base salary for this position at the time of this posting. Benefits: For this role, Benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more. #J-18808-Ljbffr