Data Center Operations & Customer Success Lead

CyrusOne; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

CyrusOne seeks a Technical Customer Operations Manager to align operations with hyperscale customers. You will work with data center operations and engineering to manage technical requirements, resolve issues, and drive improvements.

The role emphasizes strong communication, incident management, and capacity planning within a data center environment, with a focus on customer satisfaction and service quality.

Qualifications

• Minimum 5+ years of experience in data center operations or technical customer-facing roles.
• Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity.
• Proven experience managing incidents, escalations, and operational communications between technical teams and customers.
• Strong understanding of data center infrastructure (mechanical, electrical, and critical systems).
• Excellent communication skills translating complex tech concepts into clear customer guidance.
• Ability to manage multiple priorities in a fast-paced environment with attention to detail.
• Proven problem-solving and decision-making skills under time-sensitive circumstances.
• Familiarity with incident management tools and ITIL is a plus.

Responsibilities

• Act as the primary operational liaison between internal teams and the customer’s operations teams.
• Collaborate with internal operations to implement customer requirements and change plans.
• Coordinate resolution of technical and operational issues with engineering teams.
• Track and report data center performance against SLAs and KPIs; provide updates to leadership and customers.
• Oversee incidents with escalation, communication, and post-incident improvements.
• Work with the customer on capacity planning and change management needs.
• Engage with customer operations to gather feedback and improve satisfaction.
• Support project initiatives such as site developments or technical upgrades.
• Ensure customer-facing documentation and incident reports are up-to-date.

Skills

Data center operations

Hyperscale customer liaison

Incident management

Root cause analysis

Customer communication

Capacity planning

Change management

Project coordination

Documentation & compliance

ITIL familiarity

Education

Bachelor’s degree in Engineering, Information Technology, or related field

Tools

ITIL

Job description

CyrusOne seeks a Technical Customer Operations Manager to align operations with hyperscale customers. You will work with data center operations and engineering to manage technical requirements, resolve issues, and drive improvements.

The role emphasizes strong communication, incident management, and capacity planning within a data center environment, with a focus on customer satisfaction and service quality.