Data Center Manager

Service Manager will be responsible for end-to-end delivery of managed services for ECS environment covering Linux, Windows, Oracle, SQL, Storage, Backup, Active Directory, Exchange, Certificates, and Middleware.

This role ensures:

• Smooth daily operations
• Meeting SLA/KPI commitments
• Strong customer engagement
• Effective leadership of technical teams, 1. Service Delivery & Operations
• Manage day-to-day operations of ECS services across all technical towers
• Ensure services are delivered as per agreed SLAs/Scope of Work
• Maintain high availability, performance, and stability of systems
• Drive quick resolution of incidents, problems, and service requests

1. Team Management & Leadership * Lead and manage multi-technology teams (Exchange, Active Directory, Linux, Windows, DB, Storage, etc.) * Ensure team has right skills, training, and coverage * Allocate work and track performance of team members * Act as single point of escalation for technical and delivery issues

2. SLA / KPI / PI Management * Monitor and ensure compliance with: * SLA (Service Level Agreements) * KPI (Key Performance Indicators) * PI (Performance Indicators) * Identify risks proactively and take corrective actions * Work with teams to improve performance metrics continuously

3. Reporting & Governance * Prepare and present: * Weekly / Monthly service reports * SLA & KPI dashboards * Incident and problem trend reports * Provide clear, executive-level updates to customer and leadership * Support governance meetings like MBR/QBR

4. Customer Management * Act as primary interface with customer for day-to-day operations * Understand customer priorities and align service delivery accordingly * Build strong relationships and ensure customer satisfaction * Handle escalations and drive timely resolution

5. Risk, Issue & Change Management * Identify delivery risks and operational issues proactively * Ensure all issues are tracked and resolved with proper ownership * Manage change implementations with minimum business impact

6. Continuous Improvement (CSI) * Identify improvement opportunities in: * Automation * Process optimization * Cost efficiency * Drive initiatives to improve service quality and efficiency

Do you have experience in Windows?, Technical Understanding (must-have)

• Hands-on understanding (not deep SME) of:
• Linux / Windows servers
• Oracle / SQL databases
• Storage & Backup systems
• Active Directory / Exchange
• Certificate lifecycle management
• Middleware platforms

Functional Skills

• Strong understanding of:
• ITIL / Managed Services model
• SLA / KPI / Performance reporting
• Incident, Problem, Change management

Soft Skills

• Strong communication (customer-facing role)
• Leadership and team handling
• Problem-solving and decision making
• Ability to work in fast-paced production environment

Experience

• 8-12+ years in IT infrastructure / managed services
• 3-5 years in Service Delivery / Service Manager role
• Experience handling enterprise customers and large teams

Success Measures (What Good Looks Like)

• SLA compliance consistently met
• Customer satisfaction (CSAT) positive
• Reduced incidents / faster resolution
• Strong reporting and transparency
• Stable operations with minimal escalations, * Data center: 6 years (Required)
• Active Directory: 7 years (Required)
• Microsoft Exchange: 4 years (Required)

4.34.3 out of 5 stars Dallas, TX 75234 Hybrid work $54 an hour - Contract