Data Centre Operations Service Manager

The Service Delivery Manager ensures all client contractual obligations are met efficiently within the Service Delivery team. This role manages Managed Services in Workplace Technology or Data Centres for major Financial Services Institutions, focusing on physical support operations in the client environment.

Working in conjunction with the account manager to develop and maintain client relationships, acting as a single point of contact for delivery and escalation with all elements of the managed services contract.

You will work with local customer stakeholders and onsite staff to ensure the business requirement of the contract are met and should failures occur, that the appropriate root cause analysis and corrective actions are executed.

What you’ll be doing as our Service Delivery Manager:

• Team Management: Focus and motivate the Services and Technical teams on the necessary attributes for successful delivery of all Onnec’s supported services for our client.
• Technical/Support Services Coverage: Ensure correct structure and personnel are in place to deliver Onnec’s contracted Services and projects.
• Service Delivery: Overall responsibility for ensuring high quality product and service delivery is maintained including compliance to all contracted and non-contracted service level agreement targets and service quality across all support requirements.
• Accreditations: Proactive management of all technical accreditations as required of the service discipline and to better serve our clients.
• Financial Management: Ensure that divisional profitability is maximised. Formalise and manage operational expenditure as well as capital expenditure budgets within agreed commercial constraints. Reporting and providing analysis on a monthly basis.
• Strategy: Continually review product, service and delivery strategies within the support services environment. Contribute to overall Onnec strategic direction and growth planning as appropriate.
• Perform an active role in the pre-sales process providing direction and leadership throughout each life of each any engagement relative to the contracted account.
• Personnel Development: Recruit, budget for and plan development of individual team members, technically, commercially and personally. Ensuring a cohesive successor planning model is in place and kept current for all roles.
• Customer Satisfaction: Ensure that all Support Service staff are motivated in their roles to deliver maximum customer satisfaction and client feedback is sought and remedial actions are documented as part of a Continual Service Improvement Plan (CSIP)
• Toolsets: Periodic and proactive assessing of the software and hardware tools that complement the development and delivery of Onnec’s Technical and Support Services.
• Management Information: Accurate and timely management reporting and review of Governance documentation.
• Standards & Procedures: Production of and compliance to all policies and procedures within the Technical and Support Services. All Support Service operations are to be governed by the ITIL service management standards. The development of an ITIL based service standards and the compliance thereto is a key element of the role.
• Contract Review: Review all deliverables of the client contract to ensure that deliverables are maintained throughout the life of the contract.

• Educated to Level 3 (Further Education) or equivalent
• Demonstrable experience in staff leadership and people management
• Proven experience working in a Data Centre environment
• Management experience within a service delivery environment
• Strong people management, leadership, and team development capability
• Proven ability to motivate, manage, and develop teams
• Excellent written and verbal communication skills
• Strong organisational and time management skills; able to manage high workloads and work under pressure
• Proactive, innovative, and solution-focused management style
• Experience delivering services to contractual requirements
• Experience managing projects across the full lifecycle
• Strong understanding of Data Centre technologies, terminology, and BAU support
• Extensive experience with telecommunications infrastructure cabling
• Experience supporting office and/or data centre environments
• Strong knowledge of ITIL processes, service measurement, and change management
• Experience producing financial and operational reports, including analysis
• Good understanding of industry processes, tools, systems, and partners
• Experience working in banking or other highly regulated environments
• Confident user of Microsoft Office (Word, Excel, PowerPoint) and project tools
• Excellent interpersonal, negotiation, and stakeholder management skills

Preferred but not Essential

• ITIL certification
• PRINCE2 certification
• BICSi certification

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.

From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.