5265 - Service Operations Project Manager

NTT Global Data Centers • Mesa, AZ

5d • $105,500 - $150,700 • Onsite

About The Position

The Service Operations Project Manager is responsible for implementing and deploying infrastructure-related requirements for NTT customers and internal stakeholders in the assigned region. The role oversees the full lifecycle of IT, data center, and capital expenditure projects, from small and medium deployments to enterprise and select hyperscale initiatives. The manager independently plans and manages project scope, schedules, resources, quality, costs, and risks, with a focus on health and safety, customer service, and business continuity.

The position ensures projects are delivered on time, to the required quality, and within budget. It communicates project status, risks, and business impacts to stakeholders, and applies consistent practices for project structure, documentation, delivery, asset management, and closeout. The manager is accountable for quality assurance of installation and de-installation work, critical facility documentation, and maintaining as-built specifications in accordance with Service Operations records-retention standards. The role supports the regional “Minimum Downtime, Maximum Uptime” approach and works primarily onsite at a data center, with periodic travel and occasional remote work subject to manager approval.

The role also supports project delivery performance and continuous improvement, including defining and reporting project-management KPIs with the Service Operations Regional Manager, addressing performance concerns, providing guidance on non-conformance, and sharing practices and lessons learned with peers. The position requires availability for US business hours across time zones, on-call support as needed, and willingness to work outside normal business hours, including weekends, late nights, and holidays.

Requirements

• Minimum of 5 years of experience in Project/Construction Management or a relevant field.
• Knowledge of IT, data center, mechanical, electrical, plumbing, and building infrastructure systems, including delivery of retrofit projects in active mission-critical environments.
• Project-management experience with commercial specialty and/or general construction firms and practical understanding of fundamental project-management principles.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, Project, Teams, Windows, and SharePoint.
• Proficiency with Bluebeam and Revit, and general understanding of drawing packages such as Visio and/or AutoCAD.
• Experience writing and reviewing Method of Procedure documents and reviewing technical drawings, specifications, and project documentation.
• Strong problem-solving, critical-thinking, analytical, interpersonal, verbal communication, and written communication skills; able to prepare, present, and summarize information for varied audiences.
• Excellent customer-service skills and ability to work effectively with customers, vendors, contractors, and internal stakeholders.
• Ability to remain calm and make sound decisions in dynamic environments.
• Self-motivated and able to multitask, work independently, and support team members in changing environments.
• Proficient in written and spoken English.
• Willingness and ability to travel as required; able to travel internationally if required.
• Must possess a current, valid state-issued driver’s license.
• Must be able to perform work during US business hours and across US time zones, provide 24 x 7 support as needed, and work outside normal business hours, including weekends, late nights, and holidays.
• Must be able to respond to emergency situations at the data center and carry a cell phone.
• Must have reliable internet connection and electricity for occasional remote work.
• Primarily performs work seated, with the ability to remain stationary for extended periods and perform close visual work at a computer terminal.
• Frequently moves around inside and outside data centers, facilities, and jobsites, including in varying weather conditions; must be able to inspect all jobsite areas, including walking, standing, climbing, reaching, bending, crawling, stretching, using ladders, and working on raised platforms.
• Must be able to position oneself in small spaces for inspections, reviews, and project activities.
• Requires manual dexterity to operate a computer keyboard, mouse, peripherals, telephone, two-way radio, and other technical instruments; able to hear and speak in person and through communications devices.
• Able to lift, carry, move, and handle equipment, hardware, and other objects weighing up to 50 lbs.

Nice To Haves

• Knowledge of SSAE 16 and other industry certifications.
• Working knowledge of Plan Do Check Act or similar continuous-improvement methodologies.
• Recognized Health and Safety qualifications.
• Additional language capability.
• Bachelor’s degree in business management, engineering, project management, or a related field, or equivalent experience, is strongly preferred.
• Professional licenses or certifications such as PMP or PMI.

Responsibilities

• Lead client-facing and internal infrastructure projects from pre-implementation through closeout, delivering contracted services on time, within budget, and in accordance with customer requirements, specifications, and contractual obligations.
• Define project scope, objectives, milestones, tasks, assumptions, risks, dependencies, resource requirements, schedules, and delivery plans with stakeholders, technical teams, contractors, vendors, and internal departments.
• Review customer requirements, Basis of Design, drawings, contractor documentation, method statements, and risk assessments for alignment with specifications, installation standards, health and safety expectations, and business continuity requirements.
• Coordinate, supervise, and report on implementation activities, including equipment orders and shipments, site work, quality assurance testing, and closeout deliverables.
• Maintain an onsite presence as required to support execution, coordinate teams, validate installation progress, address field issues, and ensure work meets project and site requirements.
• Identify construction issues, defects, project risks, change requests, and escalations; analyze them, recommend solutions, and communicate impacts, decisions, and next steps to management, clients, and stakeholders.
• Prepare, maintain, and publish project documentation, schedules, Methods of Procedure, status reports, action items, account documentation, as-built records, and other project artifacts using approved tools.
• Schedule and facilitate status meetings with clients, vendors, contractors, and internal teams to review progress, address risks and issues, track decisions, and maintain stakeholder alignment.
• Track, maintain, and report project financial performance, including budgets, costs, deviations, procurement requirements, quoting or tendering practices, value for money, and policy compliance.
• Ensure product quality, manufacturing readiness, serviceability, installation quality, and quality assurance metrics meet applicable standards.
• Conduct site reviews and ad-hoc analysis; prepare or update business cases; and recommend actions that support governance, decision-making, business benefits, and transition to business-as-usual operations.
• Develop and maintain project-management frameworks, process improvements, procedure revisions, and performance practices supporting departmental objectives, customer service, operational excellence, and continuous improvement.
• Support departmental objectives and safety reporting and compliance expectations, and perform other duties as assigned.
• Train and support peers by sharing project-management best practices, standard processes, lessons learned, and tool usage.
• Work with the Service Operations Regional Manager to define and implement measurable project-management KPIs.
• Provide regular Project Delivery performance updates and KPI reporting, hold regular regional meetings to address KPI concerns, and update the Service Operations Projects Team Lead on asset-management KPI concerns.
• Provide support and guidance to rectify and improve reported non-conformance or performance issues.
• Develop realistic plans, set goals, align plans with objectives, and coordinate with team members.
• Break problems into components, identify underlying issues, distinguish critical details from less important facts, and escalate appropriately with options and recommendations.
• Apply clear and consistent performance standards, address performance problems objectively and tactfully, and provide assistance to improve performance.
• Promote a positive team culture through results, teamwork, development, accountability, competency, and professionalism; maintain industry and regulatory knowledge and a commitment to standardization and operational excellence.
• Travel to other NTT, client, or vendor locations as required, up to 10% of the time, and be able to respond to data center emergencies and provide 24 x 7 support as needed.

Benefits

• Annual bonus for regular full-time employees, with payout dependent on individual and company performance.
• Paid time off.
• Medical, dental, and vision benefits.
• Life and supplemental insurance.
• Short-term and long-term disability.
• Flexible spending account.
• 401(k) retirement plan.
• Monthly stipend for expenses associated with remote work and use of a personal mobile device, if applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level