Data Center Logistics Team Manager

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market.

The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and Service Now. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity.

Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

We are looking for a team leader to manage our Logistics Service Onsite team who are based on a Client s Data Center campus. They will be responsible for all elements of the service execution at the location as the single point of contact for key service stakeholders. These responsibilities will cover, but not limited to, Client Relationship Management, Resource Capacity Management, Service Compliance leadership, Operational Planning and Execution responsibility, Service Program Management, Milestone Values & Culture Leadership and People Experience Management.

You will be responsible for the forecasting of resources current and future to ensure the maintenance of the quality of the service execution and the achievement of all SLAs, KPIs and CFSs. As a team leader, you will represent the Milestone company service and its associated values and culture in all your client and team interactions. It is expected that you will have all current operational knowledge related to your team and service to support proactive decision making and collaboration with your client and team.

You will be the standard bearer for how the Milestone team executes the service and support of all clients at the site. You will expect, inspect, and review all team members  performance to align with our standards. The role will involve 30% Client Relationship Management, 50% Operational Planning, Compliance and Quality Control and 20% People Experience Management.

• Ensure the development and maintenance of the Milestone Values and Culture within the team and service execution
• Support the training and development of team members at the site to ensure their capability and skills are sufficient to support the service
• Forecasting and Management of Resource Capacity to meet service demands Management of burst labor activity to fulfil ad hoc Project requirements
• Manage employee attrition in professional and proactive manner
• Client Relationship Management
• Main point of contact (MPOC) for all Milestone IBOS service-related queries and escalations
• Weekly Service Review with Client Site Operations MPOC for Milestone Regional Manager
• Ensures Client satisfaction that supports the achievement of Quarterly customer satisfaction (CSAT) Scores at the site Provides ongoing clear, concise, and factual Operational Information to Milestone Leadership to assist service strategy and decision making
• Supports the Regional Manager in commercial invoicing queries and approvals to support proactive financial management Service Management
• Provide oversight and direction of day-to-day operations to ensure service quality control and compliance
• Measure, Monitor and Analysis the key areas of service execution around Rack Management, Inventory Management, Spare Management and Service Compliance (Safety, SOX, Security and Customer Service) Produce weekly reports on service level agreement (SLA) achievements, volumes, resourcing, and compliance
• Analyze, Investigate, and provide insights on operational key performance results
• Support the continuous development of operational services on site
• Support and provide oversight on Client process and tool field UAT programs
• Control the ongoing team application of the Milestone and Client Safety standards and processes
• Lead the profiling of Risk and Service Improvement for the…