1. Location: Greater West London Area (Slough/Woking/London)
2. Earnings: £48000.00 to £60000.00
Service Delivery Manager - Data Centre Operations
ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.
From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.
We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.
Working within a prestigious client data centre, the position is very customer orientated and requires a strong focus on customer requirements.
Job Purpose
To oversee and ensure the effective delivery of Data Centre Operations and Resiliency (DCOR) services for a prestigious financial client, in accordance with the Transaction Agreement, Statement of Work (SOW), and all associated schedules. The SDM will be responsible for service quality, compliance, resource management, and continuous improvement, acting as the primary liaison between Onnec and the client.
Key Responsibilities
Service Delivery & Operations
3. Ensure all contracted services are delivered in line with the Transaction Agreement, SOW, and The Client's operational principles and standards.
4. Oversee 24/7/365 service coverage for The Client's UK data centres and trading floors, including on-site and remote support.
5. Manage the end-to-end lifecycle of service work orders in The Client's ServiceNow platform.
6. Ensure compliance with SLAs, KPIs, and reporting requirements including monthly and quarterly reviews.
7. Prepare and present data for Service Review Meetings.
8. Maintain harmonious labour relations with stakeholders and union representatives.
Team Leadership & Resource Management
9. Manage Data Centre Technicians, Leads, and Supervisors ensuring adequate resource coverage.
10. Produce weekly shift rotas and manage annual and sick leave.
11. Chair weekly pipeline meetings and liaise with PMs and SMs for future projects.
12. Ensure team training, certification, and compliance with The Client and statutory requirements.
Compliance, Quality & Audit
13. Ensure compliance with The Client health and safety, security, and quality assurance standards.
14. Oversee audit processes and provide regular updates to The Client.
15. Maintain accurate documentation and asset records.
16. Implement and monitor QA/QC measures and remedial actions.
Incident & Change Management
17. Oversee incident response and resolution in line with severity and SLA requirements.
18. Manage change requests in accordance with The Client protocols.
19. Maintain and update escalation procedures and contact lists.
Continuous Improvement & Value-Added Services
20. Identify and implement service improvements and value-added initiatives.
21. Submit at least two initiatives per quarter.
22. Support Green IT and environmental initiatives aligned with The Client sustainability goals.
Financial & Commercial Management
23. Support management of fees, billing, and invoicing in line with the contract.
24. Monitor and control operational expenses.
25. Ensure accuracy and timeliness of financial reporting.
Essential Skills & Competencies
26. Relevant experience managing workload in Data Centres.
27. Strong knowledge of ServiceNow, DCIM, and CMS platforms.
28. Experience preparing and presenting data for service review and audit meetings.
29. Excellent leadership, communication, and stakeholder management skills.
30. Strong understanding of health & safety, quality assurance, and compliance.
31. ITIL knowledge and relevant data centre qualifications preferred.
Reporting & Relationships
32. Reports to: Senior Operations Manager / Account Director (Onnec).
33. Key relationships: The Client Account Team, Data Centre Technicians, Project Managers, Service Managers, The Client representatives, and third-party vendors.
Additional Requirements
34. Responsible for the entire service delivery lifecycle for the The Client account.
35. Must ensure audit oversight and provide regular updates to The Client.
36. Must be available for out-of-hours support and escalation as required.