The Technical Customer Operations Manager will play a critical role in ensuring operational alignment and clear communication between our company and our hyperscale customers. This individual will work closely with internal data center operations and engineering teams and customer stakeholders to manage technical requirements, resolve operational issues, and drive continuous improvement. The ideal candidate will have a strong background in data center operations, customer relationship management, and technical problem-solving including familiarity with building automation systems, technical schematics, and root cause analysis process.
Responsibilities:- Customer Liaison: Act as the primary operational point of contact between internal teams and the customer's operations teams, managing day-to-day technical inquiries and fostering strong customer relationships
- Operational Alignment: Collaborate with internal operations teams to ensure that the customer's operational requirements are understood and implemented effectively, including responding to incidents, planned works, and maintenance schedules
- Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams, ensuring timely communication and resolution for the customer
- Performance Monitoring & Reporting: Track, analyze, and report on the performance of data center operations against customer Service Level Agreements (SLAs) and key performance indicators (KPIs). Present regular updates to both internal leadership and customer stakeholders
- Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations
- Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes
- Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations
- Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer's advocate within internal project teams
- Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations
Qualifications:- Minimum 5+ years of experience in critical facility operations or technical customer-facing roles, preferably within the data center or technology industries
- Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity
- Proven experience managing incidents, escalations, and operational communications between technical teams and customers
- Strong understanding of data center or critical facility infrastructure (mechanical, electrical, and critical systems)
- Excellent communication skills with the ability to translate complex technical concepts into clear, actionable communication for customers
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail
- Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances
- Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus
- Strong customer relationship management skills and a proactive, solutions-oriented approach
- ITIL Certification or equivalent operational management frameworks preferred
- Experience with hyperscale data center environments preferred
- Knowledge of cloud infrastructure and associated customer technologies preferred
Education/Certifications: - Education: Bachelor's degree in Engineering, Information Technology, or a related field. Equivalent experience will be considered
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.