Service Delivery Manager

DATA4 creates Smart & Scalable digital facilities for our customers. Our network of highly connected, resilient, and sustainable data center campuses underpins our customers’ digital growth in Europe. DATA4 Group finances, designs, constructs and operates its own data centers. Delivered through our data center campus model, we provide our customers with secure, scalable and high-performance data hosting solutions. These are the core of everything we do – from the proactivity we show in delivering great outcomes for our clients, to the responsibility we show as a key contributor to the digital economy. To be entrepreneurial – we are teams of doers who make things happen
- with autonomy, energy and a sense of responsibility. To constantly be adaptable – our business is designed to adapt, answering not only today’s challenges, but also anticipating what’s coming next. Service Delivery Manager (SDM) is responsible for the deployment of hosting solutions sold by the sales teams related to colo-customers. The projects range from the installation of one rack to the equipment of a complete computer room with several hundred racks. The equipment of a room consists mainly of the realization of all installations involved, from Low Voltage services, cage installation, to any other miscellaneous equipment (badge readers, etc.) installation Service Delivery Manager is responsible for the planning, delivery, and documentation of DATA4’s customer projects during the “Build” phase following contract signing and prior to the “Run” phase where the colo-customer is in production. The SDM works closely with the designated technical resources and sales team (pre‑sales and sales) to finalize the design and provide an accurate delivery forecast to the customer. They are ultimately responsible for the effective delivery of the solution and for setting and maintaining customer expectations. Service Delivery Manager is also responsible for capacity management in "Run" mode (low voltage, racks) of all the rooms on campus. They will also have a perfect knowledge of the location of the various clients on campus. To do this, he/she will be able to rely on specific trade experts, including High Voltage, Low Voltage, and Air Conditioning experts, as well as on external service providers. In this context, the SDM works in close collaboration with the OPS team, which ensures the follow‑up and management of contracts. Finally, the SDM may be required to deploy new services developed by the technical team or by partners such as network services (inter‑site links or private connectivity to the Public Cloud) or DCIM. They will need to understand and comprehend the customers' overall solution. (cross‑connect & remote hands) The SDM will establish a governance model appropriate to the customer's organization and ensure the availability of deliverables such as the Statement of Work (SoW), schedule, etc. throughout the delivery of the project until acceptance. They will ensure a transfer of the project to the Service Management and Support team once the acceptance of the solution is completed. Delivery of customer solutions Effectively manage the expectations of key stakeholders such as the vendor and the customer Maintain customer relationship and communication during the project life cycle Roll out, implementation, and tracking of carriers (Telecommunications companies) that provide the connectivity services to end customers. Assist in the development of project documents and templates. Produce project management documentation deliverables such as Statement of Work, Gantt charts, quality plans, etc. Undertake reporting activities for his/her project portfolio and team as directed. Any other tasks required by the Project Office Manager or Engagement Director, which are reasonably within the scope of this role In charge of Capacity Planning for the colo-Client Ensure that the Client rooms are maintained in good operational condition (cleanliness, security, etc.) Responsible for the proper updating of the Customer Room Plans Write monthly reports for customers Manage the activity of the local staff in charge of customer deliveries RESPONSIBILITIES IN TERMS OF IMS CERTIFICATIONS Respect and enforce certification policies in terms of: Respect and enforce environmental policies. EXPERIENCE REQUIRED Education and experience ~3 years of higher education in a technical field in the following areas: networks, computers, electromechanical infrastructures. ~ Minimum 3 years’ experience in the same position ~ Fluent in Italian and English Proven track record in project management, preferably in the hosting or service integration industries Proficiency in Microsoft Office, Microsoft Project, and AutoCAD applications. Microsoft Visio PRINCE2 (or similar project management certifications) or ITIL v3 certified Conceptual understanding of information technology, networking and the