Senior Manager, Global Operations Command Center
Manage a Team & Drive Change at a U.S. Global Operations Command Center that Shares Operations with Our Center in London You're a skilled people manager with a solid background in leading teams in a data center support contact center / network operation center (NOC) environment. You have proven change management skills, are process-driven and team-oriented, and bring professionalism and care to your work whether you're managing a team, driving daily operations, overseeing complex initiatives, or communicating with customers. If that describes you, we want to talk to you about an exciting opportunity at our Clifton Global Operations Command Center. This is an onsite position working Monday-Friday. The Command Centers in London and Clifton will be open 12/7/365 so you must be flexible regarding after-hours calls and occasional weekend and evening work. Your Qualifications To be a good fit for the Senior Manager, Global Operations Command Centers opportunity, you will have:
A bachelor's degree, preferably in a relevant field. Minimum 4 - 6 years of work experience in a leadership role in a customer services and/or NOC environment Proven ability to manage a team of people, including leaders, through complex changes Strong project management skills Experience with MS Project, Excel, Word, and SharePoint Knowledge of IT practice and terminology Flexibility to work occasionally at night or on a weekend and take off-hours calls as needed The Role Reporting to the Director, Global Operations Command Center, you will manage the customer service and network support services function via the Global Operations Command Center to optimize customer satisfaction and quality assurance, and to adhere to service level agreements (SLAs) held between Digital Realty and its customers. You will be directly responsible for managing a team including two supervisors, an incident manager, and a group of a dozen or more analysts covering operations 12 hours per day, 365 days per year. We are migrating the second 12 hours of the day to our London center, meaning you'll be managing change right off the bat. Digital Realty:
Where the cloud lives and business thrives . 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. EOE/AA/M/F/Vets/Disabled Consider some advantages the role offers:
The center is a key differentiator for Digital Realty and you'll be at the helm . Our Operations team helps keep customers' infrastructure running safely and securely. From overseeing electrical power to cooling and fire suppression systems, the team plays a vital role in making sure everything operates as it should and in communicating status to our customers across the globe. Due to the function of the center and its role, you'll enjoy exposure to senior management across the entire company. This is a role that can have real influence and a spotlight on success. You will manage a talented team with a strong commitment to operational excellence , as evidenced by over a decade of consecutive years of five nines uptime (99.999%). While we'll look to you for management excellence, you'll have opportunities to add to your technical skills. We offer ample professional and career development opportunities. Earn a competitive salary with generous bonus potential and a comprehensive slate of benefits. In addition, we're growing around the world, which brings additional opportunities. Recommended Skills Call Centers Communication Customer Satisfaction Customer Service Data Centers Leadership Apply to this job. Think you're the perfect candidate? Apply Now $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3m4zm5wdzp26dj9d17', 'ExternalApply-j3m4zm5wdzp26dj9d17'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
A bachelor's degree, preferably in a relevant field. Minimum 4 - 6 years of work experience in a leadership role in a customer services and/or NOC environment Proven ability to manage a team of people, including leaders, through complex changes Strong project management skills Experience with MS Project, Excel, Word, and SharePoint Knowledge of IT practice and terminology Flexibility to work occasionally at night or on a weekend and take off-hours calls as needed The Role Reporting to the Director, Global Operations Command Center, you will manage the customer service and network support services function via the Global Operations Command Center to optimize customer satisfaction and quality assurance, and to adhere to service level agreements (SLAs) held between Digital Realty and its customers. You will be directly responsible for managing a team including two supervisors, an incident manager, and a group of a dozen or more analysts covering operations 12 hours per day, 365 days per year. We are migrating the second 12 hours of the day to our London center, meaning you'll be managing change right off the bat. Digital Realty:
Where the cloud lives and business thrives . 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. EOE/AA/M/F/Vets/Disabled Consider some advantages the role offers:
The center is a key differentiator for Digital Realty and you'll be at the helm . Our Operations team helps keep customers' infrastructure running safely and securely. From overseeing electrical power to cooling and fire suppression systems, the team plays a vital role in making sure everything operates as it should and in communicating status to our customers across the globe. Due to the function of the center and its role, you'll enjoy exposure to senior management across the entire company. This is a role that can have real influence and a spotlight on success. You will manage a talented team with a strong commitment to operational excellence , as evidenced by over a decade of consecutive years of five nines uptime (99.999%). While we'll look to you for management excellence, you'll have opportunities to add to your technical skills. We offer ample professional and career development opportunities. Earn a competitive salary with generous bonus potential and a comprehensive slate of benefits. In addition, we're growing around the world, which brings additional opportunities. Recommended Skills Call Centers Communication Customer Satisfaction Customer Service Data Centers Leadership Apply to this job. Think you're the perfect candidate? Apply Now $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3m4zm5wdzp26dj9d17', 'ExternalApply-j3m4zm5wdzp26dj9d17'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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