Technical Operations Planning

Digital Realty Global; Madrid; Presencial; EUR 35.000 - 65.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company that connects businesses and data through innovative data center solutions. As a Service Planning Coordinator, you will be the key point of contact for customer service requests, ensuring smooth operations and high-quality service delivery. Your role will involve managing assets, coordinating maintenance, and preparing essential reports while collaborating with various teams. This dynamic environment offers ample opportunities for personal and professional growth, making a significant impact on the future of data management. If you're ready to take on a challenging and rewarding role, apply now to embark on this exciting journey.

Formación

• Experience in service planning and customer service management.
• Strong documentation and reporting skills.

Responsabilidades

• Coordinate service requests and manage post-installation tickets.
• Prepare operational and customer reports regularly.

Conocimientos

Service Planning

Customer Service Management

Documentation Management

Quality Assurance

Reporting

Asset Management

SLA Management

ERP Systems (Salesforce, ServiceNow)

Educación

Bachelor's Degree in Business or Related Field

Certification in Project Management

Herramientas

Salesforce

ServiceNow

Maintenance Management Tools

Descripción del empleo

Acts as a business controller partner for the Manager Operations by providing performance controlling, management reporting, analysis, and decision support in operational aspects.

The Service Planning Coordinator (SPC) oversees and coordinates all service requests, manages routing and allocation of post-installation tickets from systems like MCIM Customer Portal and ServiceNow. The SPC handles administration related to installation and deinstallation of cross connects, cloud connects, migration, and IP bandwidth services. They monitor SLAs and coordinate teams of CS and installers during the run phase. The SPC prepares processes and procedures, and provides reporting.

This position reports directly to the Service Planning Manager. Internal contacts include Operations Management, Customer Services, and Resource Planning within the local office. External contacts include customers and suppliers.

What you'll need

Service Planning

• Act as the single point of contact for all customer service requests (e.g., cross connects and Hands & Eyes).
• Process service requests received through internal ERP systems (e.g., Salesforce, ServiceNow).
• Design circuits and manage internal cabling stock.
• Prioritize L1, L2, and L3 service requests (maintenance and customer).
• Receive and dispatch customer maintenance tickets to Service Operations.
• Perform tasks according to contract SLAs and resolve escalations.
• Provide regular service reports.

Assets and Maintenance Management

• Manage assets and keep management tools updated.
• Coordinate maintenance planning with providers and engineers using maintenance management tools.
• Ensure quality processes at the end of maintenance activities, including documentation and planning commitments.
• Manage asset warranties and related documentation.

Quality

• Collaborate on quality certifications, logs, and audits.

Documentation Management

• Organize operation documentation such as datasheets, manuals, warranty info, drawings, contracts, and permits.

Reporting

• Update capacity management status.
• Prepare customer and operational reports.
• Prepare energy consumption reports.

A bit about us

Digital Realty connects companies and data by providing a full spectrum of data center, colocation, and interconnection solutions. Our PlatformDIGITAL offers a secure data meeting place and a proven PDx architecture for powering innovation and managing data gravity challenges. With 300 facilities across 50 metros in 25 countries, we enable access to connected data communities worldwide. Learn more at digitalrealty or follow us on LinkedIn and Twitter.

Join our dynamic team to be part of a passionate, inclusive environment where you can grow and make an impact. We offer opportunities for development and a chance to shape our future. Apply now to be part of our exciting journey.

Key Skills