Senior Data Center Operations Manager

About the role

The EDC North American Hardware Break/Fix Operations Manager is a senior leadership role responsible for overseeing the delivery of business-as-usual data center hardware operations across the Americas. This includes enterprise, colocation, exchange, WAN, and cloud environments. The role requires a proven ability to drive operational performance, build high-performing teams, foster accountability, and align service delivery with business priorities and technology objectives. The position is accountable for the operation, maintenance, governance, and service quality of critical hardware break/fix, IMAC, and smart hands services supporting IT operations across the Americas data center footprint.

Responsibilities

• Provide senior operational leadership and single-point accountability for IT hardware services across the Americas data center portfolio.
• Oversee hardware-related changes, significant events, incidents, and problems, including post-incident reviews and root cause analysis.
• Develop and maintain standard operating procedures, emergency response protocols, and preventive maintenance programs.
• Ensure effective resiliency planning and operational response by understanding data center design intent and service dependencies.
• Manage financials, cost control, regulatory compliance, personnel development, and health and safety measures.
• Deliver regular management reports on operational performance, service quality, and adherence to SLAs, KPIs, and governance standards.
• Communicate technical direction, objectives, and performance expectations to stakeholders and vendor partners.
• Manage incident communications, ensuring timely and accurate updates to senior management.
• Oversee compliance audits and ensure timely closure of follow-up items and corrective action plans.
• Coordinate with vendor partners and internal teams to resolve incidents during emergencies, including on-site support when required.
• Develop and execute environmental management plans to support sustainability and responsible data center operations.

Qualifications

• Bachelor's degree or equivalent experience in a critical operations environment.
• Strong understanding of managed service contracts, vendor performance management, and technical RFP leadership.
• Experience managing a sizeable P&L and operating within disciplined budget controls.
• Proven track record in strategic planning and execution.
• Deep understanding of critical support environments such as data centers, hospitals, or financial services facilities.
• Excellent communication, negotiation, and analytical skills with experience managing teams across regions and time zones.
• Strong networking skills and the ability to build and maintain professional relationships.
• Ability to produce high-quality reports and deliver persuasive communications to senior stakeholders.
• Demonstrated problem-solving skills and decision-making capability under pressure.
• Previous vendor negotiation and management experience for data center or construction contracts.
• Ability to write and review accurate support procedures and system documentation.
• Customer-focused mindset with a commitment to meeting stakeholder needs.

Pay

Pay Range: $55-58 (specific compensation determined by scope, complexity, location, cost of labor, candidate skills, education, training, credentials, experience, and other conditions of employment).

Benefits

• Medical, dental, vision, and 401K contributions
• PTO, sick leave, and other benefits mandated by applicable state or localities