Data Center Manager

Rahi Systems Pte. Ltd.; Johor Bahru; In loco; MYR 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

Rahi Systems Pte. Ltd. in Malaysia seeks an experienced Service Delivery & Operations Manager to oversee day-to-day data center operations across multiple sites. You will ensure SLA/KPI targets are met, manage incident resolution, and drive continuous improvement to maintain service quality.

You will lead On-Site Leads, champion workforce planning and governance, coordinate client reviews, and align staffing with 24x7 requirements while controlling overtime and costs.

Competenze

• Bachelor's degree required; 8+ years of Data Center Operations or Managed Services experience.
• Minimum 3–5 years of leadership experience managing operational teams in an SLA-driven environment.
• Strong knowledge of data center operations, service management, workforce planning, and governance.
• Experience in stakeholder management, team leadership, and continuous improvement initiatives.

Mansioni

• Oversee day-to-day operations across multiple data center sites to ensure service continuity and excellence.
• Ensure achievement of SLAs, KPIs, and service quality targets.
• Monitor performance, identify risks, and implement corrective actions.
• Ensure compliance with SOPs, MOPs, EOPs, change and incident management, and escalations.
• Review service metrics and drive continuous improvement.
• Lead On‑Site Leads and operational teams; coaching, mentoring, and performance management.
• Manage recruitment, onboarding, workforce planning, succession planning, and team development.
• Establish structures and staffing models to support service requirements; drive engagement and discipline.
• Act as primary operational escalation point for client stakeholders and internal teams.
• Maintain client relationships via governance meetings and proactive communication; manage escalations.
• Plan manpower, shift coverage, and resource utilization for 24x7 operations; monitor staffing levels.
• Control overtime and manage workforce costs; avoid unnecessary overtime.
• Identify opportunities to optimize workforce and resource efficiency.
• Lead initiatives in process standardization, operational excellence, and governance.

Conoscenze

Leadership

Stakeholder management

Service delivery

Workforce planning

Continuous improvement

Governance

Communication

People management

Formazione

Bachelor's Degree in IT/Engineering/Operations Management

Descrizione del lavoro

Service Delivery & Operations Management

Oversee day‑to‑day operations across multiple data center sites to ensure service continuity and operational excellence.

Ensure achievement of contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality targets.

Monitor operational performance, identify risks, and implement corrective actions to maintain service standards.

Ensure compliance with established SOPs, MOPs, EOPs, change management, incident management, and escalation processes.

Review service metrics, operational trends, and performance reports to drive continuous improvement.

Leadership & People Management

Lead and manage On-Site Leads and operational teams supporting data center activities.

Build and maintain a high‑performing team through coaching, mentoring, training, and performance management.

Manage recruitment, onboarding, workforce planning, succession planning, and team development initiatives.

Establish effective organizational structures and staffing models to support service requirements.

Drive employee engagement, accountability, and operational discipline across all teams.

Client & Stakeholder Management

Act as the primary operational escalation point for client stakeholders and internal management teams.

Maintain strong client relationships through regular operational reviews, governance meetings, and proactive communication.

Manage customer escalations and ensure timely resolution of operational issues.

Ensure client expectations are met while maintaining contractual and operational commitments.

Manpower Planning & Resource Management

Manage manpower planning, workforce allocation, shift coverage, and resource utilization to support 24x7 operational requirements.

Monitor staffing levels and productivity to ensure optimal operational efficiency and service delivery.

Manage overtime utilization and workforce costs to align with contractual and business requirements.

Ensure overtime is properly controlled and is not incurred or clocked unless:

Requested or approved by the client;

Required to support critical incidents, emergency situations, or disaster recovery activities;

Necessary for approved maintenance windows or project‑related activities.

Identify workforce optimization opportunities to reduce unnecessary overtime and improve resource efficiency.

Operational Excellence & Continuous Improvement

Drive operational improvements, process standardization, and service optimization initiatives.

Identify and implement best practices to enhance efficiency, quality, and customer experience.

Lead root cause analysis reviews and corrective action programs for recurring operational issues.

Promote a culture of continuous improvement and operational excellence.

Projects, Compliance & Governance

Support and lead client‑driven projects, infrastructure deployments, migrations, and operational initiatives.

Ensure successful delivery of project‑related activities within agreed timelines and quality standards.

Lead and support internal and external audits, compliance assessments, and EHS reviews.

Ensure compliance with regulatory requirements, client standards, safety policies, and contractual obligations.

Ensure accurate operational governance, reporting, risk management, and executive‑level service reviews.

Qualifications & Experience

Bachelor's Degree in Information Technology, Engineering, Operations Management, Business Management, or related field.

Minimum 8 years of experience in Data Center Operations, Critical Environment Management, or Managed Services.

Minimum 3–5 years of leadership experience managing operational teams in an SLA‑driven environment.

Experience managing customer‑facing service delivery operations.

Strong knowledge of data center operations, service management, workforce planning, and operational governance.

Proven experience in stakeholder management, team leadership, and continuous improvement initiatives.