Open Access Data Centres (OADC) - a WIOCC Group Company - has been established to transform the provision of data centre services for Africa. The company is implementing a world-class, carrier-neutral, pan-African data centre footprint that will deliver an unparalleled client experience, offering expert assistance and support, partnership in tailoring bespoke solutions and leading-edge information systems to support client business decision-making.
Job Objective
- The Data Centre Service Delivery Manager is responsible for managing and optimising the delivery of services within a data centre.
- This includes overseeing service level agreements (SLAs), coordinating with internal and external teams, ensuring a seamless customer experience.
- The role involves leadership, strategic planning and continuous improvement to meet the evolving needs of the business.
Key Duties & Responsibilities
- Develop and implement service delivery strategies to meet business objectives
- Monitor and manage service levels, ensuring compliance with SLAs and KPIs
- Conduct regular service reviews with internal teams, external teams and clients to address issues and identify areas for improvement
- Lead and mentor a team of service delivery professionals
- Foster a positive and collaborative work environment
- Provide coaching and training to enhance team skills and performance
- Build and maintain strong relationships with clients and stakeholders
- Act as the primary point of contact for customer escalations and issue resolution
- Work closely with clients to understand their needs and ensure satisfaction with services
- Implement and enhance operational processes to optimise service delivery
- Identify and implement efficiency improvements and cost-saving initiatives
- Ensure compliance with industry standards and best practices
- Conduct regular performance assessments and implement improvement plans
- Stay informed about industry trends, emerging technologies, and best practices
- Drive a culture of continuous improvement within the service delivery team
- Identify potential risks to service delivery and implement mitigation strategies
- Develop and maintain a robust business continuity and disaster recovery plan
- Ensure compliance with security and regulatory requirements
- Communicate effectively with internal teams, external teams, clients and stakeholders
- Provide regular updates on service performance and improvements
- Collaborate with cross-functional teams to achieve common goals
- Prepare regular reports on service delivery performance, including key metrics and trends
- Analyse data to identify areas for improvement and make data-driven decisions
- Prepare client reports for the Billing team
Qualifications and Experience
- Bachelor’s Degree or equivalent through other qualifications/work experience
- PMP / PRINCE2 certification or equivalent (desirable)
- Prefers a minimum of 5 years’ experience in service delivery management within a Data Centre /
- Telecommunications environment, with essentially at least 3 years in a project management role or equivalent
- Strong leadership and team management skills
- Excellent communications and soft skills, including the ability to listen to and summarize and concisely gather, analyse, and share key information with stakeholders
- In-depth knowledge of Data Centre operations and technologies (Preferred)
- Familiarity with ITIL or other service management frameworks
- Project management skills and the ability to manage multiple tasks simultaneously in a fast-paced environment
- Excellence in Customer Service
- Must use BSS/OSS tools, experience with MS Projects and other related Office 365 Packages
Attributes
- Team leader and manager of virtual teams, motivator, persistent, stress management
- Client-focused, relationship builder,
- Integrity, honest with high ethical standards
- Boundless, passionate and flexible
- Personal excellence, accuracy and attention to detail
- Collaborative, achieve results through teamwork and partnerships
- Strong analytical skills and ability to collate and interpret data from various sources
- Good English language communicator with a natural aptitude for dealing with people
- Excellent creative thinking and problem-solving skills
- Commercially aware, numerate & articulate
Method of Application
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