Hardware Break/Fix Operations Manager

Zealogics.com•Somerset, NJ

3d•$40 - $45

About The Position

The Hardware Break/Fix Operations Manager provides senior operational leadership and single-point accountability for the hands-on management of IT hardware services across the Americas data center portfolio. The role oversees hardware changes, significant events, incidents, and problems from initiation through closure, including post-incident reviews, root cause analysis, corrective actions, and follow-up. The position develops and improves operating and emergency procedures, preventive maintenance programs, and technical documentation. It maintains knowledge of data center design intent, operating models, contingency plans, and service dependencies to support resiliency planning and operational response. The manager also provides oversight of financial controls, compliance, personnel and staff development, health and safety, environmental controls, and energy management. The role delivers operational reporting against OLAs, SLAs, KPIs, and governance expectations; communicates technical direction and performance expectations to stakeholders and vendors; and manages incident communications and reviews. It oversees technical, statutory, and regulatory audits and corrective actions, coordinates emergency incident response with internal teams and vendor partners, and develops and executes approved environmental management and reporting plans supporting carbon-footprint management and responsible data center operations.

Requirements

Degree-level education with a relevant professional qualification preferred, or demonstrable equivalent experience in a comparable critical operations environment.
Strong understanding of managed service contracts, service scope definition, vendor performance management, and technical RFP leadership for new services, rebids, and expanded scope.
Experience managing a sizeable P&L and operating within disciplined operating and capital budget controls, with strong commercial awareness, business acumen, and financial accountability.
Proven track record in developing and executing strategic plans and initiatives.
Strong understanding of critical support environments, such as data centers, hospitals, power plants, military facilities, financial services facilities, or other mission-critical operational settings.
Excellent communication, negotiation, influencing, and analytical skills, and a demonstrated track record of leading, developing, and managing teams across regions, locations, and time zones.
Strong networking skills, current industry knowledge, and ability to build and maintain effective professional relationships.
Ability to produce high-quality reports and presentations and deliver effective, persuasive communications to senior stakeholders.
Demonstrated ability to solve complex problems, assess multiple resolution paths, and deliver effective outcomes in high-pressure, time-sensitive situations.
Previous vendor negotiation and management experience for data center and/or construction contracts.
Ability to write and review accurate and complete support procedures, system documentation, and issue tracking entries.
Sound judgment and strong decision-making capability under pressure, with ability to prioritize effectively and communicate clearly across a complex, fast-paced stakeholder environment.
Customer-focused service delivery mindset and commitment to meeting the needs of internal stakeholders, business partners, and technology clients.
Ability to develop and maintain effective working relationships across regions and time zones.

Nice To Haves

A relevant professional qualification is preferred.

Responsibilities

Provide senior operational leadership and single-point accountability for hands-on IT hardware services across the Americas data center portfolio.
Oversee hardware changes, significant events, incidents, and problems from initiation through closure, including post-incident reviews, root cause analysis, corrective actions, and management follow-up.
Develop, maintain, and improve standard operating procedures, emergency response procedures, preventive maintenance programs, and technical documentation.
Maintain understanding of data center design intent, operating models, contingency plans, and service dependencies to support resiliency planning and operational response.
Oversee financial management, cost control, regulatory and code compliance, personnel management, staff development, health and safety, statutory obligations, environmental controls, and energy management.
Deliver regular management reporting on operational performance, service quality, and adherence to internal OLAs, SLAs, KPIs, and governance expectations.
Communicate operating principles, technical direction, objectives, and performance expectations to stakeholders, vendor partners, and critical facilities management teams.
Manage incident communications and provide timely, accurate updates to senior management; review incident reports, identify trends, document lessons learned, and recommend corrective actions.
Oversee internal and external technical, statutory, and regulatory compliance audits, including ownership and timely closure of follow-up items and corrective action plans.
Coordinate with vendor partners and internal teams during emergency situations, including on-site dispatch when required to investigate, assess, and support resolution of critical issues.
Develop, obtain approval for, and execute environmental management and reporting plans supporting carbon-footprint management, sustainability, and responsible data center operations.
Collaborate with representatives from Critical Infrastructure, SETI, Corporate Services and Security, Reengineering and Expense Management, MS Real Estate, MS IT Groups, and external vendors.