Manager Remote Hands

Job Description

Your role

The Manager Remote Hands is setting up the customer service plan of the specific site and identifies areas of improvement in customer service policies, procedures, and implementation of changes. The Manager Remote Hands manages their team on site and oversees the objectives and goals of the customer services function are achieved. The Manager Remote Hands gives input to the customer services strategy, monitors customer services processes and procedures and provides / coaches the team with instructions. The Manager Remote Hands is monitoring SLA performance and agreed KPI’s and provides support to new data centre developments with regards to Customer Services aspects and requirements.

• Managing the daily Property & Remote Hands team and has people management accountability for all direct reports of the team.
• Maintaining an effective and scalable operating model for consistent Customer Services on the sites.
• Overseeing and managing the following processes: Services request (Remote Hands) fulfilment / delivery and customer and internal reporting
• Planning, monitoring, co-ordinating and executing all customer services activities. Prioritize workload and ensure that resources are channeled into the correct areas
• Continuous tracking and reporting of orders and the use of materials to ensure compliance within budgets.
• Compliance and fulfilment of all prescribed legal and compliance requirements, processes and other measures at any time (e.g. industrial safety)
• Supporting all relevant audits on customer operations’ aspects.
• Ensuring all work is done following the relevant policies, guidelines and work instructions and best practices are applied across all sites, while also focusing on productivity of the workforce.
• Driving continuous improvement, further certification and associated training and coaching of the employees of the Customer services department.
• Is end-responsible and manages the development and implementation of all customer services process guidelines such as work instructions, troubleshooting, follow-up, timely status reporting, etc.
• Reporting of agreed KPI’s, supporting Customer Audits.
• Effectively managing the order management system and ensure that service provision is in line with OLA’s and SLA’s.
• Proactively assists the Solution Engineering, Design and Implementation Services teams by liaising with customers to fully understand their requirements.
• Working closely with the Manager Engineering Operations to ensure awareness of ongoing maintenance or issues and provide support where needed.
• Working with the Manager Data Center to ensure that best practice is being adopted and that a common and consistent approach in Customer Operations is in place.

What you’ll need

• Finished relevant technical education
• Minimum of 5 years of experience in Telecommunications, IT, Electrotechnical or Network Infrastructure environment
• Minimum of 3 years of experience working in a people management position
• Experience within the data centre collocation industry is a plus
• Service Now experience is preferred
• Experience in customer relationship management is preferred.
• Knowledge of electrical, mechanical or telecoms engineering is a plus
• Proficient in English and Swedish, verbally and in writing

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx™) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.

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