Listing evidence and provenance
- Source
- workday View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed September 29, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Power Generation
- Pay provenance
- Estimated benchmark; not employer-provided
Job Description
Certifications : None
Key Responsibilities
- Manage team performance and efficiency and make recommendations for process improvements resulting in increased quality of service and customer satisfaction.
- Provide technical direction, develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team
- Monitor programs and procedures to ensure on-time delivery, customer satisfaction and consistency – escalate concerns and customers satisfaction risks
- Maintain a 24 x 7 service delivery team – ensure adequate staffing levels at all times
- Investigate customer concerns about service, timeliness or quality
- Oversee training and development of service delivery team
- Monitor daily team performance to ensure quality results are being delivered - establish and manage key performance metrics / dashboards for the team
- Ensure shipping and receiving operations are secure and operating in an accurate, efficient and timely manner
- Assist team with overflow work related to customer implementation tasks and tasks as defined in the service delivery company product offering; including but not limited to: tape rotations, Ethernet and fiber installs / troubleshooting and testing, cage construction, and shipping and receiving
- Ensure team knowledge of and compliance to OSHA / safety standards
- Control costs to ensure maximum profitability of service delivery product offering
- Ensure client communications / interactions are professional and shift turnover is clearly communicated
- Oversee supply management to ensure timely availability
- Maintain up to date service delivery procedural manual / MOPS and SOPS
- Participate in 24 X 7 X 365 rotation as needed
- Build circuits in online database network management tool, perform circuit audits and assist in special projects as required.
- Work with individual team members to establish S.M.A.R.T goals for annual review performance cycles
- Perform weekly pay cycle and hourly commits for the team members that reside under the position
- U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.
Requirements
- Vendor Management experience
- Demonstrated desire to provide the highest levels of customer service
- Cheerful and enthusiastic attitude
- Excellent oral and written communication skills
- Excellent problem solving, decision-making skills
- Ability to develop and document procedures and train other personnel
- Must be able to work with people at all levels internally and within the team environment
- Ability to manage multiple projects and shifting workloads in a fast-paced environment
- Knowledge of Visio, AutoCad a plus
- Strong computer skills and working knowledge of Microsoft Products: Excel, Word, Power Point, Outlook and SharePoint
- Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane
- Previous experience in managing 5 or more members of a non-localized team
- Ability to manage multiple sites within driving distance of each other on a same day travel basis
- Ability to train members of the team bringing them up to speed with technical details as quickly as possible
- Strong ability to consult customers on new implementation stages within their environment
- Prior experience demonstrated within Service Delivery Technician I, II, or III levels is a plus
- Experience/Skills : 6+ years customer service experience in a technology company and/or 10+ years technical experience in a customer-centric company
- Education : Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience
Ready to Apply?
Apply directly on CyrusOne's site
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