Purpose
The Manager - Remote Hands is responsible for setting up the customer service plan for the specific site and identifying areas of improvement in customer service policies, procedures, and implementation of changes.
This role manages the Customer Services/Technicians team on-site and ensures the objectives and goals of the customer services function are achieved.
The Manager provides input to the customer services strategy, monitors customer services processes and procedures, and coaches the team with instructions. Additionally, this role monitors SLA performance and agreed KPIs and supports new data centre developments with regards to Customer Services aspects and requirements.
Job Magnitude

HARD SKILLS:

• Master’s or Bachelor’s degree or equivalent experience, preferably in a technical field or business administration.
• Minimum 7+ years of managerial experience in service companies (utility, datacentre, IT, telecommunications, or similar industries).
• Datacentre collocation industry experience is a plus.
• Advanced proficiency in Microsoft Office. ITIL and/or ServiceNow experience is preferred.
• Experience with customer relationship management and ticketing systems.
• Knowledge of electrical, mechanical, or telecoms engineering is a plus.
• Strong verbal and written communication skills.
• Proficient IT skills, including MS Office and email.
• Advanced understanding of datacentre infrastructure, ITIL Service Management framework, and team management.

SOFT SKILLS:

• Excellent interpersonal and communication skills, with the ability to respond effectively to complex issues.
• Strong analytical and detail-oriented skills.
• Commitment to service excellence with a proactive mindset.
• Proven ability to manage, coach, and develop staff while maintaining clear accountability and fostering a positive culture.
  Company Values

Responsibilities and Duties

• Manages the daily customer services team and holds people management accountability for all direct reports.
• Maintains an effective and scalable operating model for consistent Customer Services on-site.
• Oversees and manages processes, including service request (Remote Hands) fulfillment, delivery, and customer/internal reporting.
• Plans, monitors, coordinates, and executes customer services activities, prioritizing workload to channel resources effectively.
• Tracks and reports orders and material usage to ensure budget compliance.
• Ensures compliance with legal and regulatory requirements, supporting audits on customer operations aspects.
• Adheres to policies, guidelines, and best practices while optimizing workforce productivity.
• Collaborates with Operations functions (Technical Operations, Property Operations & Service Planning, Solution Engineering, Implementation Services, Customer Success Management, and Security) and other departments.
• Partners with HR for strategic workforce planning, recruitment, performance cycles, learning and development, and coaching for the customer services team.
• Manages and develops customer service guidelines, such as work instructions and troubleshooting protocols.
• Reports agreed KPIs and supports customer audits.
• Manages the order management system to align service provision with OLAs and SLAs.
• Assists Solution Engineering and Implementation Services teams by liaising with customers to understand requirements.
• Collaborates with the Senior Manager Engineering Operations and/or Lead Engineer to stay informed about maintenance or issues.
• Works with the Data Centre Manager to ensure best practices and a consistent approach in Customer Operations

Additional Duties and Responsibilities

• Participates in the 24x7 escalation roster, fulfilling on-call duties for 3rd-level escalations.
• Acts as a role model by demonstrating organizational values and fostering engagement.
• Ensures staff have the necessary tools and consumables to operate effectively, in collaboration with Property Operations & Service Planning