Datacenter Operations Manager

Role:
Senior Hardware Break/Fix Operations Manager

Reporting to: AMER Head of Hardware Break/Fix

Duration: 12+ months

Location: 665 Howard Avenue, Somerset, NJ_3 days onsite/week_

Interview: final round in-person

Pay range: $50-55/Hour

• The EDC North American Hardware Break/Fix Operations Manager is responsible for leading the delivery of business-as-usual data centre hardware operations across the Americas, including enterprise, colocation, exchange, WAN, and cloud environments.
• This senior leadership role requires a proven ability to drive operational performance, build and develop high-performing teams, foster a strong culture of accountability, and align service delivery with business priorities and technology objectives.
• The position is accountable for the overall operation, maintenance, governance, and service quality of critical Hardware Break/Fix, IMAC, and Smart Hands services supporting IT operations across the Americas data centre footprint. Responsibilities include team and talent management, critical event response, incident and problem management, change management, risk mitigation, cost and contract oversight, and ownership of key stakeholder relationships with internal clients and Client Data Centre Operations.
• The role requires the ability to provide or coordinate 24x7 escalation support, including participation in an on-call model and occasional scheduled weekend coverage as business needs require.

• Provide senior operational leadership and single-point accountability for the integrated, hands-on management of IT hardware services across Client’s Americas data center portfolio.
• Own and oversee hardware-related changes, significant events, incidents, and problems from initiation through closure, including post-incident reviews, root cause analysis, corrective actions, and management follow-up.
• Develop, maintain, and continuously improve standard operating procedures, emergency response procedures, preventive maintenance programs, and technical documentation.
• Maintain a deep understanding of data center design intent, operating models, contingency plans, and service dependencies to support effective resiliency planning and operational response.
• Provide disciplined oversight of financial management, cost control, regulatory and code compliance, personnel management, staff development, health and safety, statutory obligations, environmental controls, and energy management.
• Deliver regular management reporting that demonstrates operational performance, service quality, and adherence to internal OLAs, SLAs, KPIs, and governance expectations.
• Communicate operating principles, technical direction, objectives, and performance expectations clearly to Client stakeholders, vendor partners, and critical facilities management teams.
• Manage communications during incidents, ensuring timely, accurate, and authoritative updates to senior management; review incident reports, identify trends, document lessons learned, and recommend corrective actions.
• Oversee internal and external technical, statutory, and regulatory compliance audits, ensuring ownership, timely closure of follow-up items, and completion of corrective action plans.
• Coordinate with vendor partners and internal teams to resolve incidents during emergency situations, including on-site dispatch when required to investigate, assess, and support resolution of critical issues.
• Develop, obtain approval for, and execute environmental management and reporting plans that support carbon footprint management, sustainability, and responsible data center operations.
• Knowledge, skills, and abilities required to qualify for the position.
• Degree-level education with a relevant professional qualification…