Regional Data Centre Operations Manager

7 days ago

Pretoria, Gauteng, South Africa Teraco Full time
About the Role

The Regional Data Centre Operations Manager is a critical position within Teraco, responsible for providing strategic guidance and management to direct and indirect reporting lines. This role plays a pivotal part in planning, executing, and managing the operational aspects of the region.

The successful candidate will be responsible for ensuring that teams work together to deliver on the planned growth of the region while supporting environments in achieving operational stability and reliability benchmarks. This role will also require active engagement across regional sites, leveraging central resources to assist in capacity building.

Main Responsibilities
  • Data Centre Management
    • Continuously evaluate global best practices and share knowledge across all DC teams to ensure operational excellence.
    • Mentor Data Center Managers to ensure a smooth operation of the facility and provide guidance on process improvements.
    • Manage working methods to ensure that all Service Level Agreements (SLAs) and Master Service Agreements (MSAs) are achieved.
    • Analyze working ways to highlight gaps and implement processes, procedures, methods, and efficiencies to improve performance.
    • Manage escalated support cases and lead internal technical resources and/or 3rd party vendors to resolution.
    • Participate in important negotiations with key stakeholders and assist in negotiations with difficult customers.
    • Ensure the effective management of data centre infrastructure to provide a concurrently maintainable, cost-effective system supporting 99.999% electrical uptime, 99.99% mechanical uptime, and 99.99% cabling infrastructure uptime.
    • Active participation in new data centre builds or expansions.
    • Ensure that all critical components are monitored, and alerts are actioned with urgency.
    • Complete comprehensive Root Cause Analysis for all incidents/outages.
    • Ensure that records, drawings, and schematics of the data centre environment are maintained and centrally stored.
    • Develop and implement action-oriented monthly reports.
    • Explore opportunities for partnerships across other regions and business areas.
    • Investigate and compile reports for H&S incidents, as required.
    • Aid in measuring contractor performance through regular meetings.
    • Respond quickly to potentially critical situations.
    • Manage 3rd party vendor relationships and service delivery.
    • Be actively involved in network, physical, and cyber security matters.
    • Host service forums/reviews, engaging key stakeholders.
    • Identify opportunities to automate and innovate processes.
  • Compliance, Audit & Risk
    • Ensure compliance is maintained, incorporating industry best practices.
    • Enforce data centre facilities best practices, ensuring they are maintained and improved.
    • Ensure data Centre cleaning standards are enforced and maintained.
    • Implement company and departmental policies, processes, and work instructions as per the agreed quality and timeline/RFS.
    • Identify and mitigate risks.
    • Ensure adherence to all relevant standards and policies.
    • Be actively involved in all audits.
    • Ensure that inter-departmental Operational Level Agreements (OLAs) are met.
    • Execute and close ESG-related actions.
  • Finance
    • Develop, manage the regional budget, and provide input and recommendations on the budget.
    • Prepare budgetary reports.
    • Approve purchase orders and invoices in a timely manner.
  • Leadership
    • Innovate and make decisions independently, while also knowing how to take direction when given.
    • Ability to work in a highly collaborative environment, influencing and establishing effective networks.
    • High-level Emotional Intelligence, including influencing skills, interpersonal awareness, resilience, and composure.
    • Be actively involved in staff onboarding.
    • Guide and develop staff, working with HR to ensure skills, training, and performance requirements are met.
    • Define personal development plans for direct reports, including training plans.
    • Define measurable KPIs for direct reports.
    • Support and adhere to BEE targets when onboarding new resources.
    • Diversify skills across teams while mitigating risks of key-man dependencies.
    • Excellent communication skills, interacting professionally with diverse groups of clients, colleagues, and staff.
    • Interact with all levels of the organization in a professional and tactful manner.
    • Provide guidance and mentorship to direct and indirect reporting staff.
    • Ability to create, manage, and develop a team remotely.
    • Attend weekly team meetings to provide guidance and communicate points from Operations Management meetings.
  • Administrative duties
    • Ensure compliance with internal policies and regulations.
    • Manage change and incident management.
    • Ensure adherence to all established guidelines and management practices for employees.
    • Occupational Health and Safety responsibilities.
    • Report accurately, as per agreed format, quality, and timelines.
    • Outstanding organizational skills, ability to prioritize effectively, and experience with technical project management.
    • Ensure All Incident Reports (Client & Non-Client) are updated, grammatically correct, and ready for distribution and signed off daily.
  • Client satisfaction
    • Work with internal and external stakeholders to align the business towards providing services that enhance client service and client retention.
    • Ensure client satisfaction by providing an optimal level of customer service, in line with company objectives.
    • Client support responsibilities can include, but are not limited to, client relations, responding to client inquiries, and coordinating with other organizations.
    • Meet defined client survey and reporting targets.
    • Ability to understand client urgency and sensitivity of problem/incident/request.
    • Manage all regional client escalations and ensure feedback is provided to clients within defined timelines, and reports are submitted and signed off within 24-48 hours.
  • Behavior
    • Achieve a mindset of continuous improvement.
    • Lead by example.
    • Be on the lookout for constant process improvements.
    • Growing our people.
    • Delivering to our shareholders.
    • Respecting each other.
    • Embracing diversity.
    • Upholding the highest levels of integrity.
    • Serving our clients.
    • Highly service-oriented, reliable, responsible, self-motivated, and enthusiastic.
    • Ability to work productively in cross-functional teams or resourcefully and independently as an individual.
    • Focused on continued learning and self-development.
  • Information Security
    • Identify and manage risks regarding Teraco's information assets and systems, including risks related to confidentiality, availability, and integrity.
  • General
    • Be open to providing after-hours support as needed for significant issues.
    • Excellent verbal and written communication skills.
    • Excellent technical abilities.
    • Proactive problem-solving.
    • Ensure the emergency preparedness plan per site is updated regularly and contacts, resigned contacts, and re-appointments are done.

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