Operations Service Delivery Manager

Element Critical provides hybrid infrastructure solutions in an expanding portfolio of data center facilities across the country. Our mission is to meet the diverse needs of today’s business and technology leaders by delivering superior service and product offerings, cultivating trusted relationships with our customers, and motivating and enabling our employees.

OVERVIEW

Department : Customer Operations

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FLSA Status : Exempt

Job Location : 8025 North Interstate Hwy 35, Austin, TX 78753

Reports to : Operations Site Manager

Element Critical is seeking to add an Operations Service Delivery Manager who aligns with our company values of accountability, integrity, grit, and problem-solving. Led by a team of savvy and experienced executives with a history of success, this is an opportunity to get involved near the ground level and grow exponentially with a company that is poised to execute. Come join our team!

RESPONSIBILITIES

Responsibilities will include, but not be limited to, the following :

• Manage and complete service order fulfillment and remote hands requests. Perform quality assurance (QA) for all completed Service Orders and document results.
• Act as the delivery manager and subject matter expert for service order installation and main point of contact for technical issue resolution.
• Complete installation of cage, cabinets, ladder rack, fiber tray, and containment system.
• Update inventory detail upon completion of all Service Orders. Confirm NetSuite inventory detail asset records are updated with quality and accuracy.
• Review Service Order item details and document exceptions.
• Perform customer and carrier circuit troubleshooting, installation, termination, testing, and labeling of new cross connects.
• Establish and maintain on-hand deployment inventory including fiber, copper, and cabinets.
• Create Purchase Orders (PO) for customer deployments, materials, contractor labor, and supplies. Confirm PO is received, track material and supply commitment schedule and escalate delay.
• Attend all customer deployment internal and external meetings. Own relationship for new deployments and existing customer requests.
• Complete new customer onboarding with Sales team.
• Hire, manage, and train Operations Technicians.
• Manage personnel schedules including shift assignment and coordination, time-off, and overtime.
• Prepare, document, and present staff evaluations. Manage performance management issues timely and effectively.
• Follow and enforce all Site Security access control methods and procedures.
• Support Site Security access control system installation, monitoring, and maintenance.
• Develop and document standard operating procedures (SOPs).
• Conduct individual and team meetings. Lead cross-functional projects as assigned.
• Conduct site tours for clients and Sales.
• Build and maintain supportive working relationships with clients and sales account management.
• Supervise work performance by vendor subcontractors to ensure adherence to standards, schedules, and specifications.
• Maintain PDU panel schedules. Implement airflow management and energy efficiency standards and cost-saving recommendations.
• Support maintenance for critical infrastructure power, HVAC, fire detection and suppression, building management, local security, and monitoring systems.
• Manage the expedient resolution of all escalations and emergency response requests.
• In the event of a network failure or critical infrastructure failure, assist Engineering and Facilities team with investigation, resolution, and publish findings.
• Complete customer incident root cause analysis and create Post-Mortem report.

REQUIREMENTS & QUALIFICATIONS

The ideal candidate will possess the following :

Element Critical is a well-funded, fast-paced organization that is seeking to make several acquisitions over the next few years and develop into a very strong national player. We offer the following benefits, in addition to a focus on growing our culture and engagement.

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For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Element Critical’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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