Head of Operations & Business Management

The Campus Operations Manager is accountable for overseeing the campus facility operations. As the lead operations expert, s/he focuses on providing subject matter expertise to the outsourced site operations personnel relative to the day-to-day facility and campus operations. The Campus Operations Manager ensures the adherence/control of existing processes and procedures used to deliver contracted Compass services as well as the creation and enhancement of new ones. This position will be accountable to customers for all services provided including any customer service escalations.

Culturally, this role acts as the “bridge” and culture carrier between Compass and the outsourced team for effective Compass Culture adoption and permeation across the site team.

Customer Experience and Facility Management

Lead local campus resources in delivering uncompromising operations management and customer support.

Assist in executing Global Operations and Compass strategic initiatives.

Manage site start-up activities leading into daily operations as site(s) reach steady-state operations, including functional management of site teams and associated monthly billing controls.

Promote “Exceptional Customer Services” and maintain “audit ready” facilities.

Provide strong technical leadership, support and coaching for local resources, including Site Managers and front-line staff.

Execute timely and accurate completion of daily operations management tasks, e.g., site rounds and readings, vendor management, customer tickets.

Interface with customers related to site operations, communication / escalation of site anomalies and overall customer relationship management at the site level.

Work with Sales team and other Compass teams, during the sales process, in setting proper customer expectations in the deployment of contracted solutions, supporting site tours for prospective customers and investors.

Continually train the local team on Compass products, services and operational guidelines.

Assist in developing, documenting and implementing policies, processes and procedures, as necessary.

Be responsible and accountable for ensuring 100% adherence by all facility technicians to all customer SLAs, including facility uptime.

Team Management

Consistently monitor and evaluate the campus operations in search of methods/tools to optimize the process.

Identify training requirements of all existing and new team members and ensure all team members are fully trained and well informed on products/services, policies and procedures to meet performance expectations.

Ensure adequate staff are always available to meet the business needs and identify recruitment needs, as required.

Conduct performance evaluation of the direct reports, if any, and provide effective suggestions and feedback on staff performance.

Continually assess team members and engage outsourced suppliers for any disciplinary actions or dismissals.

Required to travel between locations on an infrequent basis and as required to support the business.

Comply with all safety procedures and requirements and reinforce a culture of safety at all levels of operation.

Advises and keeps Site Managers informed of progress of all jobs in order to control cost effectiveness in work assignments and availability of manpower.

Provide required information to co-workers pertaining to service contracts, agreements and equipment guarantees.

A bachelor's degree (or equivalent) and a minimum of 3 years of related experience, or 5 years of data center related experience in lieu of a bachelor’s degree.

Expertise in the operations of critical MEP infrastructure, including UPS Systems, emergency generators, various critical cooling systems, computer room air handlers, and air conditioners, and electrical distribution.

Excellent understanding of various infrastructure redundancy configurations, and the related limitations of each.

A comprehensive understanding of critical environment management and the challenges of multi-tenant / hyperscale data center occupancy.

At least five years’ supervisory experience managing physical operations in an IT and/or Critical Environment infrastructure.

Enterprise-level Experience in managing large-scale and complex projects/programs.

Working knowledge of audit and compliance requirements in a large global enterprise.

Financial Management experience and good business acumen.

Strong problem-solving skills, analytical capabilities, data analysis, and attention to detail.

Must be able to multi-task and project manage many tasks simultaneously.

College or university degree in Electrical/Mechanical Engineering, Computer Science, Telecommunications, or equivalent experience.

Work structure: Functionally leads site teams and works with other operations staff to maintain a culture of safety and coaches and mentors as required.

Planning: Requires significant planning with periodic review.

Responsible for making decisions with a considerable effect on internal and customer uptime. Decision making may also impact on the stability of the server room environment and have a high impact on the operations of the organization.

Supervision: This position is responsible for the management and supervision of the datacenter and facility operations teams.

Further, the job description is subject to change at the discretion of management.

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