Service Delivery Manager (DFW)

Overview

The Service Delivery Manager’s primary focus is the management of the end-to-end service installation experience for Edged’s data center customers ensuring seamless service availability and customer satisfaction. The Service Delivery Manager will take the lead role in managing installation projects associated with Edged’s delivery of interconnection, space, power and cooling products and other services. This role requires an in-depth knowledge of data center technology that enables understanding of the complexities of service delivery within a data center environment.

In this role, the Service Delivery Manager will need to ensure compliance with all Service Level Agreements “SLA” associated with project delivery timelines. The Service Delivery Manager acts as the primary bridge between customer team(s), internal team(s), vendors and business stakeholders. Creation and management of installation reports, inventory management, space management, power delivery management and interconnection asset management are all areas of focus for this role.

The Service Delivery Manager will work hand in hand with construction managers, contractors and other third-party vendors to delivery services within the data center during both the data center construction phase and life cycle operational phase of the building and customer deployment.

The Service Delivery Manager needs to be an agile, team-focused individual, with proven professionalism, who is comfortable in a rapidly changing environment. The right person is trustworthy with confidential information, highly organized, self-motivated, has excellent communication skills, can think strategically, and works equally as well independently as with a team. Edged strives to maintain smooth operations and achieves this by empowering our people, by providing autonomy and flexibility in the way we work, by developing a habit of constant, open communication, and by creating a culture of excellence, appreciation, trust, and respect.

Key Responsibilities

Includes but not limited to:

• Act as the Subject Matter Expert for Edged product sets
• Reviewing construction drawings and coordinating with design and construction team
• Partner with Procurement and Operations to optimize service availability and delivery lead times
• Manage the entire service delivery project from strategic planning to tactical activities including inventory and design management in operational systems
• Manage relationships with external vendors, contractors and distributors
• Work across functional teams to continually improve the customer experience
• Ensure all projects and deliverables meet delivery timeline SLA’s
• Coordinate and communicate effectively with customer’s, third party vendors, procurement, Platform Delivery and other business stakeholders
• Develop and manage third party contracts and RFI’s which align with business and project needs
• Develop and manage plans to remediate issues arising that pertain to assigned projects
• Maintain a working knowledge of data center Mechanical, Electrical, Plumbing “MEP” and Networking and IT assets
• Support infrastructure planning and capacity management
• Constantly improve processes and procedures
• Attend industry conferences as required

Requirements

• 5+ years in managing mission critical service delivery in data centers, IT service delivery or large-scale data center operations
• Ability to work on multiple projects concurrently
• Proven leader with strong decision-making, performance management and team coordination skills
• Understanding of IT infrastructure, data center architecture, data center MEP and other data center critical infrastructure
• Knowledge of both air cooling and liquid cooling technologies
• Ability to manage financial details for projects
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, Office 365)
• Ability to confidently and effectively communicate at multiple organizational levels
• Ability to travel/commute between data center locations with travel requirements being approximately 50%