Head of Service Team - Data Center

Summary:

The primary objective of this role is to transform customer service into a profit center by leading the customer service and product support functions within the company Data Center Strategic Business Platform. This involves enhancing operational efficiency and effectiveness to provide best-in-class customer and technical support. The role ensures the timely and high-quality delivery of service offerings, solutions, and projects to customers, thereby supporting organizational sustainability and fostering customer loyalty. Additionally, the position is crucial for driving continuous improvements in service delivery models, setting the organization up for future growth, and strengthening business relationships. Ultimately, this transformational role aims to mature and improve data center services for customers in the US, positioning the organization for long-term success.

Key Responsibilities

• Design the team to serve the best service strategy realization and growth by focusing on cost-effective service delivery model and adherence to guidelines. Uncover new service opportunities that tie well with the organization's business development as well as the effectiveness of the operation.
• Maintain and strengthen relationships with key customers to ensure long-term satisfaction and loyalty. Identify additional needs of existing customers, address their concerns, and propose relevant technical service solutions.
• Ensuring customer focus, urgency, and care in your direct area of responsibility, building sustainable customer relationships for growth, satisfaction, and retention.
• Driving service achievements through resource planning, allocation, and effective implementation of standard procedures and safety protocols.
• Driving the development of processes and practices based on customer feedback to consistently improve customer experience through designed metrics management.
• Allocating, driving, and monitoring work based on order content, delivery time, competencies, and workload.
• Managing a team of service professionals, guiding their development, and ensuring effective organization and direction within your area of responsibility.

Education and Experience Requirements:

• 10 years' experience with service Management best practices
• 10 years' experience in program or project management in a sizable organization with cross-functional teams
• 3-5 years' experience working with data center or corporate infrastructure and / or operations
• Fundamental understanding of Data Center
• Bachelor degree in a EE, ME or equivalent professional experience
• The ability to work independently and self-motivate in a fast-paced and rapidly changing environment
• Experience implementing service organization from cost center to profit center
• Perform operation process improvements aligned to best practices
• Experience driving service improvements using data and metrics to drive improvements
• Excellent written and verbal communication skills
• A passion for delivering results and building trust with internal and external stakeholders.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.