Position Title:
Head of Global Operations Command Center
Location:
Clifton, NJ / Richardson, TX / Ashburn, VA
Your role:
The Global Operations Command Center (GCC) is a state-of-the-art, 24 x 7 x 365 facility supporting our customers and global operations teams with their mission-critical functions. This multi-faceted operation:
Monitors alarms in 300+ data centers and across our network enabled products and takes appropriate action in response to changes in status.
Deals with all inbound customer contact (phone/ticketing system/email).
Notifies customers and internal teams of incidents and planned activities in the data centers and manages Digital Realty's Incident Management response.
What you'll do:
Lead the client services and operational support functions of the Global Operations Command Center to optimize customer satisfaction, quality assurance, operational readiness and responsiveness and exceed service level agreements (SLAs) between Digital Realty and our customers.
Provide direction and day-to-day leadership to a team of ~40 people to ensure the GCC provides exceptional service to our external and internal customers.
Liaise with other Business Units to generate, introduce and evolve processes and procedures that will mitigate service risks to customers and the business.
Key deliverables include:
Staff management (including managers) and ensuring appropriate coverage (resources, skills, portfolio/customers).
Ensuring timely response to customer queries, coordinating with the regions/sites in resolving customer issues and communicating to customers as appropriate.
Managing open tickets and Incidents in line with established key performance indicators (KPIs).
Supporting the prevention of outages through effective Incident Management, Change Management, Problem Management and driving operational improvements.
What you'll need:
Bachelor's degree or equivalent experience.
4+ years' command center leadership experience in a global client service environment.
Experience managing a team, preferably in a geographically dispersed environment.
Ability to travel (some globally) up to 25%.
Budget management experience.
Project management experience.
Proactive, customer-focused mindset.
Strong interpersonal and communication skills.
Exceptional analytical and decision-making skills.
Strong negotiation and conflict resolution skills.
A bit about us:
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
A bit about our Digital team:
Customer Service Center:
Our multilingual, proactive and technically minded Customer Service Center provides the vital 24/7 connection between our global customers and local engineers. From taking system requests from customers and allocating engineering tasks to monitoring the overall progress, we make sure our customers continuously receive the best service.
What we can offer you:
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Our Compensation Philosophy:
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
This is an exciting time to join our business so apply now and make your mark on our future.
Notes:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
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