Service Delivery Manager, Europe Data Centres

As part of the CapitaLand International Europe team, based in London and covering the European Data Centre (DC) facilities, you will be reporting to the Director, DC Technical Operations, Europe

and be responsible for the following:

Responsibilities

• Manage the day-to-day operations relationship with CBRE, to ensure processes and procedure are followed with strong emphasis on KPI management.
• Coordination of asset enhancement projects including, but not limited to, DC infrastructure upgrades, end of lifecycle refreshes, fit out works of customer areas, to prevent impact on day-to-day operations.
• Management of asset lifecycle utilising industry best practice guidelines (CIBSE).
• To assist the Europe DC team when it comes to liaising with the CapitaLand property and Investment teams for potential new acquisitions. This will include performing due diligence on provided technical documentation, geographical site location and operational guidelines.
• Identifying, reducing and managing all risks (technical, statutory, health and safety, commercial or otherwise) associated with each project.
• Ensuring appropriate control systems to ensure statutory, policy and contractual commitments are met.
• Managing the risk register for DC infrastructure and operations, working with the CBRE Capacity Manager to develop and implement treatment plans to mitigate risks.
• Engaging with customers and managing customer expectations during project delivery.
• To create and host customer monthly meetings and to gather relevant information from CBRE site contacts.
• Delivering effective business communication through advice, review, leadership and direct contribution to management team meetings, briefings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications, as appropriate.
• Responsible for developing and implementing service delivery processes and procedures that interfaces with the sales and operation processes to enable smooth services provisioning.
• Serving as the primary point of contact with customers throughout the onboarding and fit-out process, and customer BAU services requirements.
• Ensure Early Access, Ready for Service, and other customer contractual requirements are met; coordinate with internal teams to track and maintain compliance with all contract obligations.
• Work with the design team and the customer to ensure customer requirements for fit- out of the data centre are met. Work with various service owners and develop customised service solutions to suit customer’s service requirements if required.
• Maintain customer project budgets and trackers, ensure compliance with financial policies, meet contractual commitments and customer expectations. Provide progress report to the management.
• Manage service quality issues escalated by customers; and work with the Operations Team and service owners to improve service quality.
• Conduct regular meetings with customers to review services quality, project progress and incidents.
• Be the key communication channel to customers during and after service interruptions.
• Manage customer audits, and coordinate with internal resources to support the effort.
• Provide support to quality initiatives that are targeted towards improving customer experience and business growth.
• Actively involved in the internal audit support, ensuring all compliance requirements are met.

Experience Requirements

• Minimally 5 years of relevant experience in project management, preferably having been in a technical services / mission critical environment.
• Experience managing multiple projects concurrently across multiple locations in EMEA.
• Proven supplier management within a DC environment.
• Experience in DC operations and/or fit-out projects is required.

Only shortlisted candidates will be notified.