Director Data Centre Service Delivery

Key Accountabilities:

• Oversee and monitor services, operations, and delivery for nominated high value customers, to ensure availability and SLA adherence at all times. This includes overseeing 3 rd parties at leased or resale sites as well as du owned and managed facilities.
• Report on monitoring systems relevant to the customer, produce and be accountable for any and all reports that track the performance of customer’s critical infrastructure components such as mechanical and electrical infrastructure, and environmental conditions, and security control systems, all required logs, access reports, utility consumption, power readings, PPM, cooling and humidity reports, and any others as needed.
• Conduct thorough root cause analyses for any incidents or outages, aiming to identify the underlying issues and prevent their recurrence.
• Implement corrective actions and improvements based on lessons learned from incidents.
• Schedule, chair, and lead meetings on cadences as required with customer and other key stakeholders, to execute on priorities.
• Coordinate and communicate with all stakeholders on critical activities such as planned and unplanned downtime, testing, inspections, and upgrades as needed.
• Support for customer audits and ad-hoc information requests, external auditors, certifications, safety standards, operational processes, best practices.
• Interface and develop and update emergency response plans, ensuring all staff is trained on procedures for various scenarios such as power failures, natural disasters, or security breaches.
• Oversee and ensure access to DC for Customers and their vendors including urgent access on fast track in emergency situations.
• Access requests can include confidential and sensitive areas like MMR of DU & Etisalat, IDF and DC network area. This involves extensive coordination with multiple stake holders.
• Works in close assistance to Account Manager and operations teams and other stakeholders such as security, HSE, to ensure the Datacenter guidelines and process is implemented through agreed contracted deliverables.
• Works in tandem with the project managers and support teams and ensures the Work Orders & CRs are completed on time.
• Responsible in fulfilling the SLA, OLA and other contractual terms while new services are being provided to the clients
• Manage escalation issues that happen with the clients and make sure that the approved vendors to set up additional services for clients like security cameras, access systems - card reader and Biometric systems
• Make sure to govern and track the Datacenter standards are maintained including safety, practice and process inside the DC.
• Ensure that the ICT Service Desk and DC Ops to carry out the activity requested by the colocation customers in accordance with the MOP provided by clients and DC policies.
• Since implementation of DC guidelines and standards especially in a Tier 3 Uptime certified DC ‘s is critical, the Service Delivery Manager has to ensure any work carried out (like cabling, installation, removal of devices) by clients is done accordingly
• Ensure the crucial monthly activity of specialized caring of PDU power readings inside client identified area in Datacenter takes place as per the agreed schedule. This ensures the Data Center operates at optimum working conditions.
• Ensure compliance with Customer, Government and du policies and practices in order to minimize risks.
• Coordinates the Periodic Maintenance with Change Request team and the client to ensure the critical services are not affected during the activity.
• Involve during the activity to ensure smooth communication with the client POC
• Ensure the crucial monthly/quarterly activity of specialized deep cleaning, PPM and PDU power readings inside client cages takes place as per the agreed schedule.
• Manage the development and implementation of formal procedures that fully documents the design, implementation, provisioning, support and monitoring requirements for all existing and new Colocation Services.
• Conduct regular meetings with the clients to ensure the billing takes place as per the signed contracts factoring in the additional services, upgrade in services as well as down grade or cancellation of services
• Conduct bill simulations along with Account managers and billing /collection teams to ensure the accuracy of the information. Raises the tickets in case of settling the Bill discrepancies.

Qualifications, Experience And Skills:

Qualifications

• Bachelor Degree
• Preferred International Certifications (uptime/CDCP/CDCS/MCSE /CCNP/ITIL)

Experience

• A minimum of 12 years’ industry experience within a Data Center organisation
• Good understanding about the perform preventative maintenance (PPM) on data centre according to schedule and ensure effective working of mechanical building systems
• Experience in Managing and Administration of Colocation services
• Experience in a management position may be required as well as familiarity with specific networking hardware, software and/or computer applications

Skills

• Must have knowledge of DC operations components like Electro mechanical, EHS, Security etc.
• Must have knowledge on using the following tools: DCIM, Access Management
• Ability to operate effectively in a continuous, mission-critical operational environment
• Monitoring all day to day activities
• Plan and perform on-job training whenever required
• Experience of dealing with customers, specialists and service providers
• Good conflict training, analytical skills, problem-solving skills, and organizational skills
• Be customer service-minded and focus on solution providing
• Ability to communicate effectively and clearly
• Provide comprehensive solutions
• Be self-motivated and take initiative
• Ability to respond positively to working in a pressured environment.
• Ensure the operations and network KPIs are met with the highest quality and standards
• Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
• Be flexible and adjust to changing business needs and environment
• Excellent oral and written communication skills.