EDC North American Hardware Break/Fix Operations Manager

Job Description : EDC North American Hardware Break / Fix Operations Manager

Level : Vice President

Reporting to : Global Head of Hardware Break / Fix

The Group : The Enterprise Data Centre (EDC) is a global organization responsible for the Firm's Enterprise Data Centre portfolio embedded within and accountable to the Firms Technology Division.

As a team they are responsible for the provisioning and management of Data Centres from initial requirements and construction through day-to-day operations as well as the placement and rack / stack of technology equipment and physical asset life cycle management.

EDC supports the Firm's business and technology requirements by delivering world-class Data Centre facility management through a global team of circa 300 professionals operating a portfolio of circa 400,000 square feet of data centre space, 32+ megawatts of critical power with an annual operating budget more than $200 Million.

Delivering award-winning Data Centre facilities management in a world-class way, EDC maximizes Data Centre stability and efficiency by focusing on operations, engineering, standards, risk agenda, capacity management, applications migrations, tooling / automation, strategy definition and execution.

Basic Function : Responsibility for the management of the delivery of BAU Data Centre operations across the America's including Enterprise, Colocation, Exchange, WAN and Cloud facilities.

Proven track record of operating in a senior role which has included responsibility for culture, people, talent development and business alignment.

This position is responsible for the overall operation and maintenance of the critical Hardware Break / fix, IMAC and Smart hands supporting IT operations across the America's Data Centre space.

The role includes team and talent management, critical event management, incident management, problem management, change management, risk management and cost / contract management.

In addition, this will include ownership and key relationship management with our internal clients, our, Brokerage Data Centre Operations team.

The position will be required to ensure that escalation support is available on 24x7 on-call basis, with occasional scheduled weekend work support as required.

Principle Responsibilities and Duties : This position requires broad Data Center knowledge with Subject Matter Expertise in as many specific fields as possible.

This position will provide for a single point of contact and accountability for the integrated 'hands-on' management of IT hardware across Brokerage America's Data Centre portfolio.

Ownership of all Data Center Hardware changes / significant events / incidents / problems from beginning to end as well as overseeing the completion of post problem reviews, root cause analysis and follow-up resolution actions.

The role covers incidents for IT Hardware and whitespace infrastructure across the portfolio.

Continue to develop, maintain, and evolve, standard operating procedures, emergency response procedures, preventive maintenance programs, and all technical documentation.

Ensure standardization and consistency with best-in-class operating practices.

Develop a complete, deep knowledge of the design intent, operational alternatives and contingency plans related to all Data Centre systems.

The role will require a working knowledge of IT hardware (Servers, Network Infrastructure, and Storage)

Manage financial and cost control, local code and regulatory compliance, personnel management, staff training and development, Health & Safety, local statutory requirements, environmental and energy management.

Deliver frequent management information reporting to ensure and demonstrate performance and adherence to internal OLA's, SLA's and KPI's.

Responsible for the communication of operating philosophies, technical information, objectives, and expectations to Brokerage personnel and to the vendor critical facilities management teams.

Managing information flow during incidents while providing regular updates to senior management. Reviewing incident reports, documenting periodic trend summaries, and providing updates and recommended actions to management.

Oversee technical, statutory, and regulatory compliance auditing (both internal and external) and manage the effective and timely close out of any follow ups or corrective action plans.

Ensure that Brokerage remains compliant in their responsibility for operating the Data Centers.

Perform or assist with annual operational reviews with a focus on compliance with Brokerage standards and all applicable regulatory requirements. (Audits).

Manage and coordinate with vendors to resolve any incidents during emergency situations. This may require to physically be dispatched on to site to investigate and resolve the issue.

Develop, seek approval, and own execution of an environmental management and reporting plan to ensure that the Data Center's meet the Firm expectations in respect to their Carbon Footprint.

Minimum Requirements : (Knowledge, skills, and abilities to qualify for position)

Degree level education with a professional qualification preferred, or demonstrable equivalent relevant industry experience.

An excellent understanding managed service contracts and their performance. Has experience to effectively define a contractual service scope and to lead technical RFP's for rebid or new scope.

Experience in the production and operational ownership of a sizeable P&L, as well as management to a tight operating and capital budgets.

Strong business acumen and commercial awareness

Proven track record in the development and execution of strategic plans and initiatives.

An excellent understanding and experience or working on critical support systems (i.e., Data Centers, Hospitals, Power plants, military, financial services facilities, etc.).

Strong communication skills, negotiation, influencing and analytical skills, an excellent and demonstratable track record of team leadership and development.

Ability to manage teams remotely and work globally.

Strong networking skills, wide and current industry knowledge, and connections.

Ability to produce reports, presentations and to deliver effective and persuasive presentations.

Demonstrate an ability to solve complex problems and delivery a variety of solutions in pressurized situations.

Previous vendor negotiation and management skills for Data Center and / or construction contracts.

Ability to write and review accurate and complete support procedures, system documentation, and issue tracking entries.

Shows sound judgment and instinct in decision making under pressure. Has the ability to prioritize and effectively communicate in a complex, fast-paced environment to a broad spectrum of stakeholders.

Must have a customer focused service delivery mentality for internal stakeholder and clients.

Key Relationships : The role is required to maintain a close internal working relationship with representatives from the Critical Infrastructure teams, SETI, Corporate Services and Security, Reengineering and Expense Management, MS Real Estate, MS IT Groups, and external vendors.

Must have the ability to develop and maintain working relationships across region and time-zones.

Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients.

Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.

Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.

All full-time employees are eligible for the following benefits :

Medical, dental, vision health benefits

Life Insurance and AD&D (paid by company)

401k, Flexible and Dependent Care Spending Account plans.

Paid-time Off or Paid Sick Leave (amount dependent on position level and if required by state).