Team Manager Datacenter Operations – Remote Hands Team

What is the role about?

The Team Manager Datacenter Operations is responsible for the overall performance and results of the Datacenter Operations Team.

The role takes ownership of the management and development of the team, the day-to-day team operations, ensuring targets and standards are met, as well as all monitoring and reporting activities. The Team Manager Datacenter Operations ensures all processes relevant to the team are up-to-date and documented and cooperates with other teams and departments on ensuring smooth operations and optimal results. Involved in customer escalations, incident reports and root cause analyses relevant to their respective team.

The Remote Hands team is a shift-based operation team that serves as the first point of contact for handling incidents and service requests within the data center. Operating around the clock in rotating shifts, the team’s primary focus is responding to incidents and service requests from Colocation customers, as well as managing any other type of incident that arises within the facility. The team is responsible for triaging, actioning, and escalating issues efficiently to ensure they are resolved within agreed service levels. Their work spans the full range of on-site support activities, from carrying out physical tasks on customer equipment to facilitating customer access to the data center, all while maintaining consistent operational standards and smooth handovers across shifts to deliver responsive, reliable, and customer-focused support at all times.

Key Responsibilities :

1. Oversee and optimize. Oversee all daily technical operations within the team, ensuring the smooth and efficient functioning of relevant Datacenter processes. Lead initiatives to improve, optimize and document processes and increase efficiency.

2. Develop, coach and mentor. Actively engage in developing, coaching and mentoring team members to foster growth, improve individual performance and support them in reaching their full potential. Own performance reviews, development and improvement plans as well as enabling any training initiatives.

3. Plan and monitor. Take ownership of planning and monitoring as well as ensuring resources to enable reaching operational standards, service level agreements and KPIs.

4. Report on operational targets and KPIs. Ensure timely and accurate reporting on targets and KPIs as well as any ad hoc reports if needed.

5. Cooperate with other teams and departments. Identify cross-team opportunities and lead improvements to training efforts, processes and daily operations.

6. Participate in ensuring customer satisfaction. As point of contact for relevant customer escalations, ensure swift resolution of technical issues or high priority tasks. Provide input for incident reports or root cause analyses.

7. Continuously raise the bar. In the context where customer expectations, the competitive market, and our own organization are all evolving, treat standards not as a fixed target but as something that must keep moving upward, and takes ownership of making that happen day to day.

8. Deliver best-in-class services. Every interaction should be either time well spent (meaningful, engaging, and worth the customer’s attention) or time well saved (fast, frictionless, and effortless). The best services achieve both.

Benefits include:

• Lease bike plan

Ready for the next step?

If you’d like to apply, please do so online. To learn more about us, follow us onLinkedInorInstagramto get an inside look at life at Leaseweb. For questions, please reach out to Demetra Spyrou, Talent Acquisition Specialist, at:[email protected].

We directly source all candidates – any unsolicited profiles received from recruitment agencies will be treated as direct applications.