Technical Customer Operations Manager

The Technical Customer Operations Manager will play a critical role in ensuring operational alignment and clear communication between our company and our hyperscale customers.

Responsibilities

• Customer Liaison: Act as the primary operational point of contact between internal teams and the customer’s operations teams, managing day-to-day technical inquiries and fostering strong customer relationships.
• Operational Alignment: Collaborate with internal operations teams to ensure that the customer’s operational requirements are understood and implemented effectively, including responding to incidents, planned works, and maintenance schedules.
• Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams, ensuring timely communication and resolution for the customer.
• Performance Monitoring & Reporting: Track, analyze, and report on the performance of data center operations against customer Service Level Agreements (SLAs) and key performance indicators (KPIs). Present regular updates to both internal leadership and customer stakeholders.
• Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations.
• Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes.
• Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations.
• Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer’s advocate within internal project teams.
• Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations.

Requirements

• Minimum 5+ years of experience in data center operations or technical customer-facing roles, preferably within the data center or technology industries.
• Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity.
• Proven experience managing incidents, escalations, and operational communications between technical teams and customers.
• Strong understanding of data center infrastructure (mechanical, electrical, and critical systems).
• Excellent communication skills with the ability to translate complex technical concepts into clear, actionable communication for customers.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances.
• Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus.
• Strong customer relationship management skills and a proactive, solutions-oriented approach.
• Experience with hyperscale data center environments preferred
• Knowledge of cloud infrastructure and associated customer technologies preferred

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Tagged as: Change Management, Project Management