Technical Customer Operations Manager

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

The Technical Customer Operations Manager will play a critical role in ensuring operational alignment and clear communication between our company and our hyperscale customers. This individual will work closely with internal data center operations and engineering teams and customer stakeholders to manage technical requirements, resolve operational issues, and drive continuous improvement. The ideal candidate will have a strong background in data center operations, customer relationship management, and technical problem-solving including familiarity with building automation systems, technical schematics, and root cause analysis process.

Responsibilities

• Customer Liaison: Act as the primary operational point of contact between internal teams and the customer’s operations teams, managing day-to-day technical inquiries and fostering strong customer relationships.
• Operational Alignment: Collaborate with internal operations teams to ensure that the customer’s operational requirements are understood and implemented effectively, including responding to incidents, planned works, and maintenance schedules.
• Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams, ensuring timely communication and resolution for the customer.
• Performance Monitoring & Reporting: Track, analyze, and report on the performance of data center operations against customer Service Level Agreements (SLAs) and key performance indicators (KPIs). Present regular updates to both internal leadership and customer stakeholders.
• Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations.
• Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes.
• Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations.
• Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer’s advocate within internal project teams.
• Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations.

Qualifications

• Minimum 5+ years of experience in data center operations or technical customer-facing roles, preferably within the data center or technology industries.
• 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 with the ability to translate complex technical concepts into clear, actionable communication for customers.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances.
• Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus.
• Strong customer relationship management skills and a proactive, solutions-oriented approach.
• Experience with hyperscale data center environments preferred.
• Knowledge of cloud infrastructure and associated customer technologies preferred.

Education / Certifications: Bachelor’s degree in Engineering, Information Technology, or a related field; or equivalent industry experience.

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.

CyrusOne may use artificial intelligence to assess how your application matches the job requirements. The final hiring decision is always made by our team. You may opt out of AI screening without affecting your candidacy. For additional details on opting out, or our AI Recruiting Policy.

CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call: 806-589-0141. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis.

CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth‑oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success.

CyrusOne is a leading global data center developer and operator specializing in delivering state‑of‑the‑art digital infrastructure solutions. With more than 50 high‑performance mission‑critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies. CyrusOne’s leading global platform of hybrid‑cloud and multi‑cloud deployments offers customers colocation, hyperscale, and build‑to‑suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world‑class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long‑term stability and strategic advantage at scale.

For more information, please visit cyrusone.com.

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CyrusOne will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information.

As a Federal Contractor, CyrusOne is required to participate in the E‑Verify Program to confirm eligibility to work in the United States. For information, see E‑Verify.