Senior Director, Operations Service Management, NA

Vantage Data Centers•Ashburn, VA

14d

About The Position

About Vantage Data Centers Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. Operations Department Vantage operates mission-critical data centers for the world’s largest technology firms. The MCO department is responsible for setting and maintaining high operating standards across the fleet, and ensuring uptime, reliability, security, and customer service. MCO includes Site Operations, responsible for the day-to-day running of the facilities and supporting infrastructure. The sites are staffed 24 x 7 with Critical Facilities Engineers (CFEs) on each shift. Engineering Operations is responsible for the setting maintenance standards, ensuring consistency and quality of site operations across the fleet, and provides subject matter expertise in the areas of electrical, mechanical, controls & automation, influencing across design, procurement, construction and commissioning. Physical Security ensures Vantage facilities are safeguarded and well monitored, and is responsible for access control, CCTV, security staffing, security design, and engineering. Business Operations underpins the MCO organization with responsibility for coordination of ITIL processes (Incident, Change, Problem, and Asset management), oversight of Operations Management Center (OMC), development and governance of operational systems and toolsets, lease and property administration, and vendor management. Position Overview This role can be based in any of our US and Canada locations. The Senior Direction, Operations Service Management role oversees the coordination of ITIL processes including Incident, Change, Problem, and Asset management while managing the Operations Management Center to ensure robust monitoring, incident response, and business continuity. The role also leads the development and governance of operational systems and toolsets, aligning teams with business metrics and KPIs to deliver consistent, efficient, and auditable operations.

Requirements

10+ years of experience in operations, service management, or related industry leadership within large-scale, mission-critical environments (data centres, cloud infrastructure, telecoms, or similar).
Strong working knowledge of ITIL (v3 or v4) with practical, real-world implementation experience and continuous improvement methodologies.
Strategic and critical mindset with the ability to support expansion and integration initiatives.
Strong communication and executive presentation skills, with the ability to convey complex information clearly to various stakeholders.
Excellent organisational and analytical ability, with the ability to manage multiple projects simultaneously and meet deadlines.
Relevant qualifications in engineering, facilities management, or a related discipline.
Travel required is expected to be up to 20% but may increase over time as the business evolves.

Responsibilities

Service Management Governance Coordinate and govern ITIL processes for Operations, including Incident, Change, Problem, Asset, and related processes.
Act as the regional authority for service management standards, policies, and controls.
Ensure consistent execution of global standards while accommodating regional operational realities.
Operations Management Center (OMC) Oversight Oversee management and performance of the OMC, ensuring effective monitoring, incident response, and operational execution.
Ensure OMC integrates operational execution with strategic leadership and supports business continuity.
Global Alignment & Leadership Partner with global leadership to align regional execution with global frameworks and maturity targets.
Contribute towards improved business maturity through process optimization and efficiency improvements.
Operational Performance & Continuous Improvement Drive continual service improvement initiatives aligned to operational performance and business outcomes.
Stay updated on industry best practices and emerging trends in data center operations.
Identify and prioritize improvement projects to enhance processes, tools, and operational efficiency.
Additional Duties: Handle additional duties as assigned by Management.