Data Center Operations Lead

Key Responsibilities

• Lead daily operations across multiple data center campuses, including Network Operations, Field Operations, Deployment Services, and Infrastructure Support.
• Ensure safe, reliable, and efficient 24x7 operations while meeting customer and contractual requirements.
• Drive operational readiness, incident management, risk mitigation, business continuity, and service quality.
• Oversee staffing, workforce planning, scheduling, capacity management, and operational execution.
• Serve as the primary operational contact for assigned customer stakeholders.
• Build strong client relationships through consistent communication, transparency, and execution.
• Lead operational reviews, executive business reviews, and quarterly business reviews (QBRs).
• Present operational performance, SLA results, capacity planning, risks, and continuous improvement initiatives.
• Resolve customer escalations and identify opportunities to enhance service delivery and customer satisfaction.

Leadership & Talent Development

• Lead and develop a team of Service Leads, Technical Leads, and Data Center Technicians.
• Drive employee engagement, coaching, mentoring, performance management, succession planning, and leadership development.
• Partner with Human Resources and Recruiting to support hiring, onboarding, and workforce growth.
• Foster a culture of accountability, teamwork, safety, customer service, and continuous improvement.

Operational & Financial Performance

• Manage operational budgets, labor forecasting, overtime, resource utilization, and productivity.
• Monitor operational performance using dashboards, KPIs, and scorecards.
• Ensure compliance with company policies, customer requirements, safety standards, and audit readiness.
• Drive Lean process improvements, automation, standardization, and operational efficiencies.

Performance Expectations

• SLA Performance (35%): Contractual compliance, uptime, customer satisfaction, and service delivery.
• Delivery & Throughput (20%): Productivity, labor utilization, work completed versus forecast, and operational output.
• Quality & Accuracy (15%): First-time-right execution, QA/QC performance, audit compliance, and documentation accuracy.
• Repair & Responsiveness (15%): Ticket response time, incident management, MTTR, backlog reduction, and escalation management.
• Governance & Reporting (10%): Weekly and monthly operational reporting, dashboard accuracy, compliance, and audit readiness.
• Continuous Improvement (5%): Delivery of process improvements, automation opportunities, operational efficiencies, and a minimum of three improvement initiatives per quarter.

Minimum Qualifications

• Bachelor’s degree in business, engineering, information technology, or a related field, or equivalent on-the-job experience.
• 8+ years of leadership experience in data center operations, managed services, critical facilities, or mission-critical operations.
• 5+ years managing multiple operational teams across geographically distributed sites.
• Experience leading organizations of 100+ employees; experience managing 200+ employees is preferred.
• Demonstrated success managing enterprise or hyperscale customer relationships.
• Experience leading 24x7 operations with accountability for safety, service delivery, and operational performance.
• Strong financial and business management skills, including budgeting, workforce planning, and operational forecasting.
• Proven ability to lead organizational change and continuous improvement initiatives.

Preferred Qualifications

• Experience supporting managed service, IT operations, and business operations.
• Knowledge of ITIL service management principles.
• PMP or other project management certifications.
• Experience with executive dashboards, KPI reporting, and business reviews.
• Strong understanding of mission-critical infrastructure and data center operations.

EOS BENEFITS

• Health, Vision, and Dental Insurance starting the 1st of the month after your start date.
• 10 Days of Paid Time Off (PTO) annually
• 12 Paid Holidays
• 6 Sick Days (available after 90 days of employment)
• 401(k) Retirement Plan with a $2,500 company match (available after 90 days of employment)