Job Title
Operations Director, Managed Services
Job Description Summary
Leadership
• Provide direction and leadership for Client account based teams, ensuring alignment with the company’s overall goals and objectives.
• Develop and implement operational processes to enhance service delivery, staff satisfaction, operational efficiency, and profitability.
• Drive continuous improvement initiatives to optimize operational performance and client satisfaction.
Job Description
About the role:
Leadership
- Provide direction and leadership for Client account based teams, ensuring alignment with the company’s overall goals and objectives.
- Develop and implement operational processes to enhance service delivery, staff satisfaction, operational efficiency, and profitability.
- Drive continuous improvement initiatives to optimize operational performance and client satisfaction.
Team Building and Management
- Build, lead, and develop high-performing teams across the Asia Pacific region, fostering a culture of collaboration, inclusion, accountability, and excellence.
- Ensure teams are motivated, adequately resourced, trained, and motivated to meet operational and client demands.
- Manage cultural aspects of a diverse workforce, promoting inclusivity and effective communication across different regions.
- Manage the teams training strategies ensuring that the site teams continue their career framework opportunities
- Coordinate with internal stakeholders to ensure the client deliver expectations and needs are met. I.e Critical engineering, Procurement, Human Resources.
Client Relationship Management
- Act as the primary point of contact for key clients, building and maintaining strong, trust-based relationships.
- Manage client expectations, ensuring their needs are met and exceeded through exceptional service delivery.
- Proactively identify opportunities to add value to client operations and enhance long-term partnerships.
Business Growth and Expansion
- Provide support for new business opportunities in the Asia Pacific region.
- Develop whitespace products / services to expand our capability in supporting our DCG Managed Services offering to our clients
- Support the preparation of bids and proposals by providing technical insights, cost estimates, and operational expertise.
- Collaborate with the sales and business development teams to drive revenue growth and achieve business targets.
Budget and Financial Management
- Support the Business Unit’s budget, ensuring cost-effective use of resources and financial sustainability.
- Monitor financial performance, identify variances, and implement corrective actions to achieve financial goals.
- Oversee contract management, ensuring compliance with financial and operational terms.
Operational Excellence
- Ensure the reliable and efficient operation of client data centre critical infrastructure facilities, including mechanical, electrical, and HVAC systems.
- Implement and maintain standard operating procedures (SOPs) and emergency response protocols to ensure high levels of system reliability and uptime.
- Monitor key performance indicators (KPIs) and drive initiatives to improve operational efficiency and client satisfaction.
Stakeholder Management
- Build and maintain strong relationships with internal and external stakeholders, including clients, vendors, and regulatory bodies.
- Represent the company Client meetings, enhancing the company’s reputation and visibility in the market.
- Navigate cultural differences and ensure effective communication and collaboration across diverse stakeholder groups.
About You:
- Bachelor’s degree in Engineering, Business Administration, Facilities Management, or a related field (or equivalent experience). A Master’s degree is preferred.
- Professional certifications such as PMP, CEM, or equivalent.
- Experience with data centre infrastructure management (DCIM) tools.
- Minimum of 10 years of experience in operations management, within the critical infrastructure or data centre industry.
- Familiarity with energy efficiency and sustainability practices in data centre operations.
- Proven experience in managing large-scale operations across multiple countries in the Asia Pacific region.
- Strong understanding of data centre critical infrastructure, including mechanical, electrical, and HVAC systems.
- Exceptional leadership and team-building skills, with the ability to inspire and develop high-performing teams.
- Excellent client relationship management skills, with a track record of delivering exceptional service and building long-term partnerships.
- Strong financial acumen, with experience in budget management, cost control, and contract negotiation.
- Demonstrated ability to drive business growth, expand market presence, and support bid preparation.
- Cultural sensitivity and experience managing diverse teams and stakeholders in a multinational environment.
- Proficiency in using facility management software and tools.
INCO: “Cushman & Wakefield”
