Job Description

To be accountable for all operations of all managed ADC Data Centers in South Africa. This responsibility ensures that the smooth day to day running of all DCxe2x80x99s and any client facing action done according to the operations excellence methodology. To ensure that all team development is taking place to act and provide best customer services to all clients of ADC Data Centres. The team from operations reporting to the Senior Operations Manager are ultimately responsible for all customer related operational tasks that could range from routine day-to-day functions through to exceptional one-off tasks and will, 'where necessary' involve the Facilities and Sales departments to ensure successful customer implementation and communication. Ensure that all policies and procedures are implemented and regularly compliance for all Operations personnel, including Health and Safety, Security, Quality and infrastructure services. Is accountable for front of office in all 4 Data Centre locations.Key Performance AreaCustomer Service Excellence

• Act as a role model demonstrating the values and behaviors needed to support the development of a single integrated culture focused on achieving Customer Service Excellence
• Accountable for service excellence to all client base and the assurance that teams are tested and trained on the performance there off.
• Accountable to provide guidance, support, training and coaching to; and responsible to put in place development plans to ensure that all team members are focused on achieving Customer Service Excellent

Quality

• Accountable for quality in the Operations environment for all Data Centres in South Africa. Make sure all items can be measured, improved and report on to the Head if Operations Engineering and Service Assurance of ADC
• Accountable to ensure that all Data Centre Service Operation staff are trained and competent to act as the first line response unit in the event of a fault in the site plant or infrastructure to minimize the potential for outages and reduce the frequency of outages
• Ensure that each site operates strictly in accordance with health and safety and security procedures and the environment is maintained safely for all employees, contractors, customers and suppliers

Financial Management

• Develop an understanding of the departments cost structures to enable granular tracking of OPEX and CAPEX
• Accountable for all relevant data for accurate monthly billing to Customers
• Accountable for all operational capital and operating expenditure on a month-to-month basis

People Management

• Accountable for development and implementation of a training plan for all Data Centre operations staff
• Understand and operationalize the companies operating model to focus on quarterly and annual objectives

Formal Qualifications Required

• Relevant / Diploma Degree
• Certified Data Centre Facilities Operations Manager
• Certified Data Centre Professional

Job Related Experience Required

• Minimum 8 years' experience in Data Centre Operational Management
• Minimum 6 years' experience with mission critical electrical / mechanical plant
• Minimum 6 years' experience with MV / LV electrical systems, HVAC, fire, BMS
• Minimum 6 years working experience in occupational health and safety

Key Decisions

• Decides of Data Centre CapEx and OpEx Annual Budget for Operations
• Decides of Operational Staffing and Contracting for Data Centre
• Decides on Data Centre Customer Service Procedures

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