Senior Service Delivery Manager

AIGIRI Software Solutions; New Albany (OH); Vor Ort; USD 120.000 - 160.000; Vollzeit

Zusammenfassung

AIGIRI Software Solutions seeks a senior operations leader to oversee a site cluster of 90–100 field staff working 24x7. You will coordinate Tech Leads, Auditors and Engineers across shifts, delivering audit plans aligned to client specs and maintaining QA and safety standards.

You will drive site rotations, staffing plans and career progression while reporting KPIs and risks to senior stakeholders. Willingness to travel between US client data centers is required.

Qualifikationen

• 10+ years in data center, network or field operations.
• 5+ years managing field teams of 50+ across shifts.
• Willing to be based at, and move between, client data center sites in the US.
• PMP, ITIL or Lean preferred; OSHA 30; BICSI or fiber certifications.

Aufgaben

• Lead the cluster's Tech Leads, Senior Auditors, Auditors and Lead Network Engineers across day, swing and night shifts.
• Deliver the audit plan for each site: coverage, throughput and evidence quality to the client's audit specification.
• Hold quality: QA re-audit pass rate of at least 98%; act fast on rework, method gaps and weak shifts.
• Run the site rhythm: shift handovers, daily huddles, discrepancy triage with the client's design and DCIM owners, weekly reviews.
• Plan and execute site rotations with PMO, Travel and Admin, so crews move without idle time.
• Own people: rosters, overtime approval, attrition, performance, coaching and career paths to Tech Lead.
• Work with the EHS lead and site safety officers; stop work when it is not safe.
• Report cluster KPIs, risks and staffing to the Senior SDM and PMO; elevate per the defined escalation path.

Kenntnisse

Data center operations

Field team leadership

Network operations

Jobbeschreibung

Purpose: Accountable for delivery, quality, safety and people across a site cluster of roughly 90–100 field staff running 24x7. The primary point of contact for the client's site and programme leads in that cluster.

What you will do

• Lead the cluster's Tech Leads, Senior Auditors, Auditors and Lead Network Engineers across day, swing and night shifts.
• Deliver the audit plan for each site: coverage, throughput and evidence quality to the client's audit specification.
• Hold quality: QA re-audit pass rate of at least 98%; act fast on rework, method gaps and weak shifts.
• Run the site rhythm: shift handovers, daily huddles, discrepancy triage with the client's design and DCIM owners, weekly reviews.
• Plan and execute site rotations with PMO, Travel and Admin, so crews move without idle time.
• Own people: rosters, overtime approval, attrition, performance, coaching and career paths to Tech Lead.
• Work with the EHS lead and site safety officers; stop work when it is not safe.
• Report cluster KPIs, risks and staffing to the Senior SDM and PMO; elevate per the defined escalation path.

What you bring

• 10+ years in data center, network or field operations; 5+ years managing field teams of 50+ across shifts.
• Hands-on experience in hyperscaler data center build-outs or operations: structured cabling, fiber, rack and network turn-up, QA / QC.
• Has run 24x7 operations and handled client escalations on live sites.
• Data-driven: runs a site on KPIs, dashboards and logs.
• Willing to be based at, and move between, client data center sites in the US.
• Preferred: PMP, ITIL or Lean; OSHA 30; BICSI or fiber certifications.

How we will measure success (first 6 months)

• Cluster audit KPIs at target: QA re-audit pass rate at least 98%; evidence and log completeness at least 99%.
• Zero recordable safety incidents; zero client-raised SEVs from our work.
• Shift coverage at plan; 30-day attrition below plan.
• Site moves completed with no unplanned idle crew days.