Data Center Service Lead - King of Prussia, PA

Capgemini • Berwyn, PA

4d • Hybrid

About The Position

The Managed Services Data Center Services Manager is responsible for the day-to-day delivery, operational excellence, and continual improvement of enterprise infrastructure services across Wintel (Windows/Linux), Citrix (virtual apps/desktops), Cloud platforms, Database operations, Backup/Recovery, and Storage. This role leads a cross-functional managed services team and vendor partners to ensure availability, performance, security, compliance, and cost optimization of data center and hybrid cloud services, aligned to ITIL practices and business SLAs.

Requirements

• 15+ Years in Data Center Services.
• 7+ Years leading and managing technical and cross functional teams.
• Demonstrated experience managing multiple infrastructure towers: Wintel, VDI/Citrix, cloud operations, databases, backup, storage.
• Strong understanding of ITIL processes (Incident/Problem/Change/Request/Service Level Management).
• Proven success in SLA management, operational governance, and continuous improvement.
• Experience with enterprise monitoring and ITSM tooling (e.g., ServiceNow, Splunk).

Nice To Haves

• Certifications (one or more): ITIL Foundation/Managing Professional, Microsoft (Azure/Windows), Citrix, VMware, AWS, Cisco/NetApp/EMC, Veeam/Commvault, SQL Server/Oracle, Security
• Experience with:1. Infrastructure automation (PowerShell, Ansible,)2. High availability and DR architectures (clustering, replication, multi-site failover)3. Zero Trust / identity-centric controls, PAM, and audit readiness4. Cloud governance, landing zones, policy-as-code, and cost management (FinOps)
• Customer-focused service mindset with strong stakeholder management
• Analytical problem-solving; drives root cause elimination
• Clear communicator during incidents and executive updates
• Strong planning and prioritization in complex environments
• Data-driven decision-making and operational discipline

Responsibilities

• Own end-to-end delivery of managed infrastructure services across:1. Wintel (Windows Server, Active Directory, Linux as applicable, virtualization platforms)2. Citrix (Virtual Apps & Desktops, Netscaler/ADC if applicable)3. Cloud (Azure/AWS/GCP operations, landing zones, governance, FinOps collaboration)4. Database (SQL Server/Oracle/PostgreSQL/MySQL ops; patching, performance, HA/DR)5. Backup & Recovery (Veeam/Commvault/NetBackup, retention, immutability, restore testing)6. Storage (SAN/NAS/Object; performance, capacity, replication)
• Ensure services meet or exceed SLA/SLO/OLA commitments (availability, response, restore times, performance).
• Drive incident, problem, change, and request management with strong ITIL discipline.
• Lead Major Incident Management (MIM): facilitate bridge calls, coordinate teams, ensure timely comms, deliver post-incident reviews.
• Define and manage operational KPIs: availability, MTTR, incident volume, change success rate, capacity utilization, backup success rate, restore success rate, patch compliance.
• Lead service reviews with stakeholders and vendors; present trends, risks, and improvement plans.
• Identify automation opportunities (e.g., scripting, infrastructure-as-code, self-service), reduce toil, and improve reliability.
• Maintain and mature runbooks, standard operating procedures (SOPs), CMDB accuracy, and service documentation.
• Partner with InfoSec and Risk to enforce hardening standards, vulnerability remediation SLAs, identity/access controls, logging/monitoring, and secure configurations.
• Ensure backup and recovery strategies align with ransomware resilience practices (immutable backups, offline copies where needed, tested restores).
• Support audits and compliance requirements (SOX/HIPAA/PCI/ISO as applicable) through evidence, controls, and operational discipline.
• Own infrastructure change pipeline; ensure changes are risk-assessed, tested, scheduled, and communicated.
• Manage patching cadences for OS, hypervisors, Citrix components, database engines, and storage/backup platforms.
• Ensure strong coordination across dependent teams and business units to minimize downtime and avoid conflicts.
• Plan and manage capacity for compute, storage, backup repositories, and cloud consumption; forecast growth and budget impacts.
• Lead lifecycle activities: hardware refresh, platform upgrades, decommissioning, license management, and standardization.
• Optimize cost and performance across data center and cloud services; collaborate with procurement/finance for renewals.
• Lead, coach, and develop a team of engineers/analysts (direct and/or matrixed).
• Manage managed service providers (MSPs) and OEMs: contract adherence, SLA performance, root cause follow-through, escalation handling.
• Set clear expectations, provide performance feedback, and ensure coverage models support 24x7 operations (as required).

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed