Service Delivery Leader - 24x7, Multi-Site Ops

CyrusOne; Aurora (IL); On-site; USD 90,000 - 140,000; Full time

Job summary

CyrusOne is seeking a Manager, Service Delivery to plan, direct, and implement procedures ensuring high customer access and satisfaction across multiple sites. You will mentor a technical team, resolve issues, and own service delivery processes end-to-end.

The role requires overseeing shifts, building dashboards, and maintaining up-to-date SOPs while ensuring safe and compliant operations. Examples include incident handling, training, and performance reviews.

Qualifications

• Minimum 6+ years in customer service in a technology company and/or 10+ years technical experience.
• Proven vendor management and team leadership abilities.
• Excellent oral and written communication skills.
• Ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Manage team performance and efficiency and make recommendations for process improvements.
• Provide technical direction and implement procedures and tools for service delivery.
• Monitor programs to ensure on-time delivery and customer satisfaction; escalate risks.
• Maintain a 24x7 service delivery team and ensure adequate staffing.
• Oversee training and development of the service delivery team.
• Monitor daily team performance and manage KPIs/dashboards.
• Ensure OSHA/safety compliance and secure shipping/receiving operations.

Skills

Vendor Management

Customer service

Leadership

Communication

Problem solving

Education

HS diploma or GED

College degree preferred

Tools

Visio

AutoCAD

Microsoft Office

Job description

CyrusOne is seeking a Manager, Service Delivery to plan, direct, and implement procedures ensuring high customer access and satisfaction across multiple sites. You will mentor a technical team, resolve issues, and own service delivery processes end-to-end.

The role requires overseeing shifts, building dashboards, and maintaining up-to-date SOPs while ensuring safe and compliant operations. Examples include incident handling, training, and performance reviews.