Service Delivery Manager - Critical Facilities

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Serverfarm is a leading developer and operator of data centers in North America, Western Europe, and Israel, and has key customer relationships with rapidly growing hyperscale, technology and network customers. In September 2023, Manulife Investment Management acquired a controlling interest in Serverfarm, which will allow the company greater access to capital to accelerate the expansion of its data center portfolio on a worldwide basis. The company is positioned to capture the growing demand for data center capacity that continues to grow globally, fueled by the rapid adoption of artificial intelligence and companies' continued transition of data workloads and storage to the cloud.

Serverfarm has integrated innovation, sustainability and digital transformation into its mission and culture. Serverfarm developed in 2009 out of a need in the market to help customers become more efficient as capacity demands and data management challenges grew. The Serverfarm team began purchasing data centers from customers and leasing back the portion they needed. This strategy transitioned the company from a data center real estate owner into a data center developer and operator, resulting in a growing international portfolio of state-of-the- art facilities.

In 2015, Serverfarm developed its award-winning service platform InCommand with the goal of bringing together the three main elements of a data center: real estate, electrical and mechanical infrastructure, and the IT environment. This portal-based solution combines people, process, and platform, creating a cloud-like experience for data centers. Serverfarm delivers its sustainable Data Center Managemen t as a Service (DMaas) approach at more than 750 locations across forty-five countries.

Serverfarm Critical Facilities Services provides two main functions within the business:

• SFCFS seeks to deliver uninterrupted power and cooling to each data centre in

the Serverfarm portfolio.

• Provide remote monitoring services to both internal sites and external clients.

The Service Delivery Manager role is to ensure the efficient and sustainable

delivery of the contracted services and projects that have been accepted into

service, be the effective management of all resources, facilities, and finance. To

assist in developing profitable growth for Serverfarm and to ensure a safe and

healthy working e

Key Accountabilities

• Leverage the skills and capabilities of the Data centre CFS team, wider group of Serverfarm service lines and the trusted supplier network to ensure that a quality service is provided to the customer and end users in line with the obligations and customer objectives. To assist in delivering sustainable, profitable growth for Serverfarm by implementing disciplines and offerings to increase revenue or margin.
• Provide effective leadership and development for all personnel within the CFS team and maintain a safe working environment that is compliant with health and safety, quality, and environmental legislation. To foster initiative-taking and responsible working ethics and delivery timely outputs and reports in line with service levels and performance targets.
• Responsible for the efficient running of the day-to-day operations within the Data Centres and Technical Equipment Rooms (TER)
• Develop and evolve relationships with all key stakeholders across the customer organisation.
• Manage and report on all financial transactions ensuring, compliance to Serverfarm processes and full accountability always.
• Monitor the quality, safety and environmental systems and promote a culture of safety first within the business.
• Ensure all team members adhere to documented procedures, best practices, checklists and are held responsible for their work.
• Report on highlights, Escalations, Lowlights and Priorities (HELP) to highlight the team achievements and improvement areas.
• Manage Risks, Assumptions, Issues and Dependencies to ensure a seamless service to the customer.
• Ensure the most effective and efficient use of resources to facilitate the customer requirements with minimal effort and cost.
• Accountable for the data centre and TER capacity, asset management and reporting tools, ensuring accuracy.
• Attendance at relevant and agreed customer, tower supplier and company meetings, workshops and briefings ensuring preparation in advance.
• Accountable for the management and accuracy of all change and incident management across the scope of the contract.
• Understand defined targets and KPI's and proactively operate a system of improvement.
• Own, document, control and communicate all tasks relating to your job functions.
• Own contract compliance and change management of the contract.
• Manage and own security compliance for the full team.
• Drive innovation within the team and present ideas to clients and internal stakeholders
• Promote and engage with sustainability programs and awareness within the business.
• Promote and maintain Serverfarm culture throughout teams.
• Maintain people records such as training, new starters, leavers, and any changes in staff are communicated to all relevant teams (e.g., Payroll, HR).
• Communicate effectively and build/maintain relationships at all levels with internal and external customers.
• Answer calls and emails in a professional and timely manner.
• Attend and participate in any relevant training courses.
• Attend regular role specific meetings to share best practice.
• Attend and actively participate in customer Work Planning Meeting and support technical Staff
• Members with planning and scheduling works.
• Plan and arrange call outs, maintenance visits, delivery of materials, Extra Works within contracted SLAs.
• Prepare and issue predefined reports, which form part of the contract and customer's requirements both operational and financial.
• Supplier management and governance.
• Create and drive service improvement programs.
• Ensure QHSE documentation is maintained and readily available.
• Engage with compliance / governance teams both internally and externally to support with audits.
• Ensure integrity of financial transactions for contract maintain WIP, OPO's and Debt to within agreed contractual and company defined parameters.
• Regularly review and process supplier invoices.
• Assist with month end financial reporting and ensure deadlines are met.

Key Qualifications

• A good basic education is essential, with good written and spoken English and basic mathematical skills
• Previous leadership experience
• Microsoft office tools knowledge
• Committed to the delivery of excellent customer service
• Punctual and reliable
• Ability to work under pressure, with changing, and often conflicting, priorities to meet deadlines
• A team player, able to work with staff of all levels
• Able to make sound decisions when needed
• Able to work independently for long periods
• Be flexible to work outside core office hours from time to time
• Be flexible to travel between Data Centre's and head office
• Must be able to obtain NPPv3 vetting clearance

£40,000 - £60,000 a year