Operations Director, Managed Services

Job Title

Operations Director, Managed Services

Job Description Summary

Leadership
• Provide direction and leadership for Client account based teams, ensuring alignment with the company’s overall goals and objectives.
• Develop and implement operational processes to enhance service delivery, staff satisfaction, operational efficiency, and profitability.
• Drive continuous improvement initiatives to optimize operational performance and client satisfaction.

Job Description

About the role:

Leadership

• Provide direction and leadership for Client account based teams, ensuring alignment with the company’s overall goals and objectives.
• Develop and implement operational processes to enhance service delivery, staff satisfaction, operational efficiency, and profitability.
• Drive continuous improvement initiatives to optimize operational performance and client satisfaction.

Team Building and Management

• Build, lead, and develop high-performing teams across the Asia Pacific region, fostering a culture of collaboration, inclusion, accountability, and excellence.
• Ensure teams are motivated, adequately resourced, trained, and motivated to meet operational and client demands.
• Manage cultural aspects of a diverse workforce, promoting inclusivity and effective communication across different regions.
• Manage the teams training strategies ensuring that the site teams continue their career framework opportunities
• Coordinate with internal stakeholders to ensure the client deliver expectations and needs are met.  I.e Critical engineering, Procurement, Human Resources.

Client Relationship Management

• Act as the primary point of contact for key clients, building and maintaining strong, trust-based relationships.
• Manage client expectations, ensuring their needs are met and exceeded through exceptional service delivery.
• Proactively identify opportunities to add value to client operations and enhance long-term partnerships.

Business Growth and Expansion

• Provide support for new business opportunities in the Asia Pacific region.
•  Develop whitespace products / services to expand our capability in supporting our DCG Managed Services offering to our clients
• Support the preparation of bids and proposals by providing technical insights, cost estimates, and operational expertise.
• Collaborate with the sales and business development teams to drive revenue growth and achieve business targets.

Budget and Financial Management

• Support the Business Unit’s budget, ensuring cost-effective use of resources and financial sustainability.
• Monitor financial performance, identify variances, and implement corrective actions to achieve financial goals.
• Oversee contract management, ensuring compliance with financial and operational terms.

Operational Excellence

• Ensure the reliable and efficient operation of client data centre critical infrastructure facilities, including mechanical, electrical, and HVAC systems.
• Implement and maintain standard operating procedures (SOPs) and emergency response protocols to ensure high levels of system reliability and uptime.
• Monitor key performance indicators (KPIs) and drive initiatives to improve operational efficiency and client satisfaction.

Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders, including clients, vendors, and regulatory bodies.
• Represent the company Client meetings, enhancing the company’s reputation and visibility in the market.
• Navigate cultural differences and ensure effective communication and collaboration across diverse stakeholder groups.

About You:

• Bachelor’s degree in Engineering, Business Administration, Facilities Management, or a related field (or equivalent experience). A Master’s degree is preferred.
• Professional certifications such as PMP, CEM, or equivalent.
• Experience with data centre infrastructure management (DCIM) tools.
• Minimum of 10 years of experience in operations management, within the critical infrastructure or data centre industry.
• Familiarity with energy efficiency and sustainability practices in data centre operations.
• Proven experience in managing large-scale operations across multiple countries in the Asia Pacific region.
• Strong understanding of data centre critical infrastructure, including mechanical, electrical, and HVAC systems.
• Exceptional leadership and team-building skills, with the ability to inspire and develop high-performing teams.
• Excellent client relationship management skills, with a track record of delivering exceptional service and building long-term partnerships.
• Strong financial acumen, with experience in budget management, cost control, and contract negotiation.
• Demonstrated ability to drive business growth, expand market presence, and support bid preparation.
• Cultural sensitivity and experience managing diverse teams and stakeholders in a multinational environment.
• Proficiency in using facility management software and tools.

 

 

 

INCO: “Cushman & Wakefield”