Team Manager Datacenter Operations - Remote Hands Team

Leaseweb

2d•Remote

About The Position

The Team Manager Datacenter Operations is responsible for the overall performance and results of the Datacenter Operations Team. The role takes ownership of the management and development of the team, the day-to-day team operations, ensuring targets and standards are met, as well as all monitoring and reporting activities. The Team Manager Datacenter Operations ensures all processes relevant to the team are up-to-date and documented and cooperates with other teams and departments on ensuring smooth operations and optimal results. Involved in customer escalations, incident reports and root cause analyses relevant to their respective team. The Remote Hands team is a shift-based operation team that serves as the first point of contact for handling incidents and service requests within the data center. Operating around the clock in rotating shifts, the team's primary focus is responding to incidents and service requests from Colocation customers, as well as managing any other type of incident that arises within the facility. The team is responsible for triaging, actioning, and escalating issues efficiently to ensure they are resolved within agreed service levels. Their work spans the full range of on-site support activities, from carrying out physical tasks on customer equipment to facilitating customer access to the data center, all while maintaining consistent operational standards and smooth handovers across shifts to deliver responsive, reliable, and customer-focused support at all times.

Requirements

4+ years in a similar role (datacenter operations or technical operations management) with a focus on team leadership.
Solid understanding of datacenter infrastructure
Proven ability to inspire and lead teams, with a strong focus on employee development.
Exceptional organizational skills to manage multiple priorities and delegate effectively.
High attention to detail to ensure accuracy and quality in operations.

Responsibilities

Oversee all daily technical operations within the team, ensuring the smooth and efficient functioning of relevant Datacenter processes.
Lead initiatives to improve, optimize and document processes and increase efficiency.
Actively engage in developing, coaching and mentoring team members to foster growth, improve individual performance and support them in reaching their full potential.
Own performance reviews, development and improvement plans as well as enabling any training initiatives.
Take ownership of planning and monitoring as well as ensuring resources to enable reaching operational standards, service level agreements and KPIs.
Ensure timely and accurate reporting on targets and KPIs as well as any ad hoc reports if needed.
Identify cross-team opportunities and lead improvements to training efforts, processes and daily operations.
As point of contact for relevant customer escalations, ensure swift resolution of technical issues or high priority tasks.
Provide input for incident reports or root cause analyses.
Treat standards not as a fixed target but as something that must keep moving upward, and takes ownership of making that happen day to day.
Ensure every interaction is either time well spent (meaningful, engaging, and worth the customer's attention) or time well saved (fast, frictionless, and effortless).

Benefits

Participation in annual company bonus scheme
Company pension
Internet allowance
Travel allowance
Lease bike plan
25 days of paid time off
Option to buy or sell up to 5 more days of PTO
Free lunch when in the office
Free parking when in the office
Fresh fruit provided when in the office
Access to the Leaseweb Academy, a personalized learning platform offering a variety of studies, (Dutch) courses, and trainings
Fun events year-round – from virtual pub quizzes to summer parties, company runs, quarterly hackathons and much more
Monthly after work drinks
A multicultural work environment (our colleagues are from over 60 countries!)