Position Purpose:

This role is pivotal in transforming customer service into a profit-generating function by leading customer service and product support within the Data Center Strategic Business Platform. The focus is on optimizing operational efficiency and effectiveness to deliver exceptional customer and technical support. The position ensures the timely and high-quality delivery of services, solutions, and projects, contributing to organizational sustainability and fostering customer loyalty. It also plays a key role in driving continuous improvements in service delivery models, preparing the organization for future growth, and strengthening customer relationships. Ultimately, this role aims to enhance and mature data center services for customers in the US, positioning the organization for long-term success.

Key Responsibilities:

• Structure and lead a team aligned with the organization's service strategy and growth objectives, emphasizing cost-effective service delivery and compliance with guidelines. Identify and develop new service opportunities that support business growth and operational efficiency.
• Build and maintain strong relationships with key customers, ensuring satisfaction and loyalty. Address customer needs, resolve concerns, and propose relevant technical service solutions.
• Champion customer-centric approaches by fostering urgency, focus, and care within the team. Develop sustainable relationships to drive customer satisfaction, retention, and growth.
• Oversee service delivery achievements through effective resource planning, task allocation, and adherence to established procedures and safety standards.
• Continuously improve customer experience by developing processes and practices based on feedback and managing designed performance metrics.
• Allocate, manage, and monitor work based on order requirements, delivery timelines, team competencies, and workloads.
• Lead and develop a team of service professionals, providing guidance and ensuring effective organization and direction.

Knowledge and Experience:

• 10+ years of experience in service management best practices.
• 10+ years of program or project management experience in large organizations with cross-functional teams.
• 3-5+ years of experience in data center or corporate infrastructure/operations.
• Strong foundational knowledge of data center operations.
• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or equivalent professional experience.
• Ability to work independently and thrive in a fast-paced, dynamic environment.
• Proven track record in transforming service organizations from cost centers to profit centers.
• Experience in driving operational process improvements aligned with industry best practices.
• Skilled in using data and metrics to drive service improvements.
• Excellent verbal and written communication skills.
• Passion for achieving results and building trust with internal and external stakeholders.