Data Center Service Delivery Manager (Mountain / Pacific) - Hybrid

About the position

As a Data Center Service Delivery Manager, you will oversee the end-to-end delivery and performance of our data center services. You will ensure operational efficiency, meet service level objectives, and support the hardware lifecycle management of complex, mission-critical infrastructure. Your focus will be on managing infrastructure technicians and retrofit teams in a fast-paced environment while working closely with client stakeholders to ensure optimal performance, risk mitigation, and continuous improvement across data center operations.

Responsibilities

• Own the daily delivery and performance of our data center support services, ensuring compliance with SLAs, KPIs, and contractual commitments
• Manage cross-functional teams that perform hardware repairs, retrofits, upgrades, decommissions, and related physical infrastructure work
• Develop and implement operational strategies to optimize service efficiency and scalability
• Partner with local and global client stakeholders to execute tactical and strategic initiatives, ensuring proactive communication and alignment
• Lead a team of on-site and remote data center technicians, fostering a culture of accountability, performance, and collaboration
• Drive continuous improvement and knowledge sharing through structured coaching, documentation, and training
• Monitor technician performance, conduct reviews, and establish improvement plans to meet service delivery goals
• Analyze operational trends, asset lifecycle data, and ticketing patterns to identify risks and drive strategic decision-making
• Collaborate with internal teams to streamline workflows, reduce MTTR, and implement automation where possible
• Conduct root cause analysis (RCA) and implement preventive actions for recurring hardware or service issues
• Serve as the primary point of contact for client escalation and service-related discussions
• Lead service reviews, QBRs, and performance updates with key internal and external stakeholders
• Maintain and track resource plans, capacity models, and escalation logs to support operational readiness

Requirements

• 5+ years of experience managing technical field or data center operations teams
• Deep understanding of infrastructure hardware (servers, switches, storage, network equipment) and data center best practices
• Familiarity with physical layer infrastructure, asset tracking systems, and structured cabling
• Working knowledge of ITSM, CSI, Lean, or Six Sigma methodologies
• Experience with SLAs, service governance, and operational reporting
• Exceptional leadership, organizational, and conflict resolution skills
• Ability to translate technical issues into business impact and drive resolution with urgency
• Strong communication skills with experience presenting to executive and technical audiences
• Experience supporting high-availability environments and managing high-pressure incidents

Nice-to-haves

• Familiarity with major OEM platforms (e.g., Cisco, Juniper, Dell, HPE, Arista)
• Experience in regulated or hyperscale data center environments
• Knowledge of infrastructure automation tools or scripting is a plus
• Project management certifications or training (e.g., PMP, ITIL)