Job Description
Key Responsibilities:
Managed Services Oversight
- Manage the full lifecycle of data center and cabling services delivered under a managed services model.
- Ensure alignment with contractual obligations, SLAs, and performance metrics, with a focus on service reliability and uptime.
- Oversee rack and stack, cross-connects, structured cabling (copper/fiber), equipment provisioning, and decommissioning activities.
Customer Relationship & Stakeholder Management
- Serve as the primary service interface with banking client stakeholders including IT infrastructure, security, and compliance teams.
- Conduct regular service performance reviews, generate operational and SLA reports, and lead continuous improvement planning.
- Build strong, trusted relationships and proactively identify opportunities to enhance customer experience and value.
Operations & Team Leadership
- Lead a team of technicians, engineers, and subcontractors across multiple bank-owned and colocation data center sites.
- Oversee technician tasking, training, workload balancing, and quality assurance across all delivery activities.
- Drive operational excellence by enforcing SOPs, change control processes, and compliance with structured cabling standards (e.g., ANSI/TIA, ISO/IEC).
Compliance & Risk Management
- Ensure services meet banking industry requirements for physical security, regulatory compliance, audit readiness, and data privacy.
- Maintain accurate records of service performance, access logs, cabling diagrams, and infrastructure inventories.
- Support disaster recovery and business continuity planning related to physical IT infrastructure.
Service Reporting & Governance
- Track and report on SLA adherence, incident trends, root causes, and service request fulfillment.
- Maintain governance dashboards and documentation as part of managed service delivery obligations.
- Actively participate in risk assessments, audits, and service improvement initiatives.
Qualifications & Experience
- Bachelor's degree in Information Technology, Electrical Engineering, or a related discipline.
- Minimum 8 years of experience in service delivery or operations management within data center infrastructure and cabling services.
- At least 3 years of experience supporting financial services or highly regulated environments.
- Proven experience managing structured cabling projects and data center operations under a managed services framework.
- Strong knowledge of ITIL, structured cabling standards, and data center facility practices.
- Certifications: ITIL Foundation (required); PMP, ISO/IEC 27001, or DCIM (preferred).
- Familiarity with tools like ServiceNow, Remedy, DCIM platforms, or CMDBs.
Core Competencies
- Service Excellence Delivering measurable outcomes through disciplined service operations.
- Leadership Leading cross-functional teams in dynamic, high-availability environments.
- Customer Focus Translating client requirements into actionable delivery plans.
- Communication Strong verbal and written communication with stakeholders at all levels.
- Compliance Awareness Working within risk, audit, and regulatory boundaries of financial clients.
- Technical Acumen Knowledge of data center ecosystems, structured cabling topologies, and physical infrastructure.
