Service Manager - #58275

Pure DC


Date: 1 week ago
City: Abu Dhabi
Contract type: Full time

Join us on our mission to make the world a better place…

Are you looking for a rewarding career where you can make the most of your skills and talents in an organisation that’s serious about sustainability?

About Us

We are an innovation driven digital infrastructure organisation of industry leading experts in intelligent design, engineering, security, science, research, and sustainability. Headquartered in London (UK), with over 200MW of IT capacity live or under development, we develop and operate sustainable data centres for some of the world’s largest technology companies, across the UK, Europe, Middle East, and Asia.

We believe in data centres for good - creating employment opportunities, using our resources to support local communities, and investing in environmental restoration.

Irrespective of which area you work in there’s a common thread that binds everyone at Pure DC together. We’re passionate about always improving the way we are working, operating and developing.

Our goal is to use intelligent design of data centre infrastructure to improve the planet, society and the communities we operate in. Being sustainable makes a lot of sense, our customers want to develop sustainably, and we do too. We recognise and take responsibility for the environmental impact of our data centres and that’s why our in-house design, construction and sustainability teams are working together to reduce emissions associated with our activities and supply chain.

About you

We would love to hear from you if you are:

  • Curious, analytical and great at solving problems
  • Exceptional at building strong working relationships with team members and across a range of stakeholders
  • Flexible and adaptable team player with a can-do attitude
  • Able to undertake a variety of activities with a substantial degree of personal responsibility and autonomy.

What you’ll be doing

  • Working in conjunction with the Head of Customer Services (APAC) as part of the construction project team, ensuring contractual obligations are communicated to the project team and delivered.
  • Working in conjunction with the Head of Customer Services (APAC), arrange, chair and record construction progress meetings throughout the project delivery phase.
  • Liaise with the construction team and produce a customer monthly progress report.
  • Act as the conduit between the customer and the construction team for all customer communications, ensuring all actions, Requests for Information and queries are answered and closed.
  • On boarding and mobilisation of new customers into service operations
  • Maintaining a Service Level Management structure delivering a robust, consistent approach to customer service delivery performance monitoring and trending.
  • Developing reporting mechanisms to provide reliable and tangible evidence of service delivery achievement against performance targets.
  • Reporting service achievement against agreed service level targets through a client specific service performance report
  • Managing regular customer service review meetings
  • Ensuring services meet client expectations and are delivered in accordance with contractual SLA’s and targets.
  • Implementing and managing Service Improvement Programme (SIP) in which under-achieving service deliverables are taken through a structured process of agreed actions and changes aimed at restoring service delivery to acceptable levels.
  • Identifying and leading on opportunities for improvement to ensure customer relationships are maintained at high levels.
  • Identifying service trends to assist with operational planning and routines.
  • Provide guidance, information and assistance to customers in a clear and concise manner.
  • Maintain a high level of customer satisfaction through excellent service delivery.
  • Stay up to date with company process and policies to continuously improve their knowledge.

What we’re looking for Do you have:

  • A genuine passion to drive change: We’re constantly searching for new ways to change the status quo. We need you to be efficient and agile, with excellent attention to detail and a desire to drive value creation and deliver exceptional service.
  • Ability to think differently: Our projects all require the team to think through problems and find the most effective and efficient new solution in each case. We’re looking for innovative thinking, problem solving, and a willingness to question assumptions.
  • Ability to build and maintain trust: . We build trust and create space for people to own their work and deliver their best. We create environments where people feel safe if they make honest mistakes, and when they do we support them to learn and put things right.
  • Ability to connect and collaborate: You’ll be able to share your perspectives constructively and listen openly. Cross functional collaboration is crucial, because we understand that no one team is wholly responsible for building and operating a data centre.
  • Minimum of 5 years’ experience delivering services to Blue Chip organisations.
  • Proven experience as a Service Manager or similar customer facing role.
  • Educated to Degree level, or equivalent, desirable.
  • Experience in the Data Centre industry and operations, desirable.
  • Project management experience, desirable.
  • Good IT skills (Outlook, Microsoft Office).
  • Computer literacy and good organizational skills.
  • Experience of ITIL service management, desirable.
  • Experience of Service Desk Management systems.
  • Must be English speaking highly skilled in English verbal and written communications.

What’s in it for you?

  • You’ll be joining a dedicated, vibrant, dynamic and talented team of people who are deeply passionate about data centres for good.
  • We’re committed to the culture of learning and provide regular learning opportunities for everyone. We will support you with your personal and career development plans.
  • Our hybrid working approach gives you flexibility in where, when and how you work.
  • Your health and wellbeing is really important to us and we want to ensure that you’re able to make the most of the opportunities and reach your full potential. From a programme of wellbeing activities throughout the year to Mental Health First Aiders and a 24-hour impartial Employee Assistance line, we’re determined to create an environment that supports everyone’s mental and physical health.
  • We offer a competitive salary.
  • You also get an extra day off for your birthday.
  • We offer a Salary Sacrifice Pension Scheme.
  • We provide Private Medical Insurance for you and your family.
  • We offer 3 x Life Insurance and many other benefits.

This is an exciting role for someone who really wants to make a difference and is passionate about how the data centre infrastructure can help to improve the planet, society and the communities we operate in.

Everyone’s welcome

Everyone is welcome at Pure. Our business thrives on difference and we want you to feel at home, and be able to bring your whole self to work. We champion a workplace that celebrates and embraces diversity, ensuring that every individual, regardless of their background, finds a true sense of belonging.

We understand the value of a diverse talent base and the unique perspectives, experiences and innovative ideas each person brings. That’s why we have our Inclusion & Belonging Committee to drive forward our key inclusion priorities.

We’re committed to an active Inclusion, Diversity and Equal Opportunities Policy, starting with our recruitment and selection process. We want applications from people with diverse backgrounds and experiences.

HOW TO APPLY

We’d love it if you could submit your application online here. If you require an alternative method of applying, please reach out to [email protected]

Interested but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply.

If you require reasonable adjustments to any part of our recruitment process, please share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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