Mgr, Data Center Operations Mgmt

**Company Description**
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies.

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Data Center Operations Manager Italy (Milan).

Data Center Operations Mgmt. manages the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center. Oversees systems performance, the monitoring of equipment and the management of vendor relationships. Responsible for capacity planning and continual assessments for process improvement to ensure that processes are well-documented, sustainable, and scalable. Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.

**What you get to do in this role**:

- Prioritize and assign trouble tickets to data center engineers.
- Manage the performance of a diverse team(s) of data center operation professionals. with varying skills across Milan location.
- Developing Career Paths for the employees and to make updates in our internal tools.
- Recruit and train data technicians to ensure appropriate staffing levels.
- Ensure effective and efficient management of day-to-day data center operations including queue management, 7/24 shift arrangement and hardware logistics.
- Subject matter expert across all aspects in data center operations especially in DCIM integrations.
- Ensure all operational KPIs (Key Performance Indicators) and metrics are being measured and met.
- Responsible for reporting key metrics to peer teams.
- Inspire and guide improvement in team process, technology innovation and automation.
- Manage Large Scale Events, Incident management - responsible for communications to executive stakeholders.
- Manage and build workflows for data centers operations.
- Has a solid understanding of all critical Mechanical & Electrical infrastructure.
- Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs (Service Level Agreement).
- Maintain the on-call schedule coordinating absence and vacations.
- Be passionate about the quality and quantity of services being provided, and continuously strive to improve our Customer Experience.

**Qualifications**
- 10+ years of experience in data center operations management with a record of increasing role responsibility.
- 5+ years of experience in people management role.
- Experience of managing the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center.
- Holistic experience of overseeing systems performance, the monitoring of equipment and the management of vendor relationships.
- Experience of capacity planning and continual assessments for DC.
- Good knowledge of data center facilities and infrastructure including power, HVAC, structured cabling, rack management and security.
- Experience managing vendors in a data center environment.
- Strong analytical skills with the ability to multi-task several unrelated issues.
- Must be able to travel domestically and internationally.
- General documentation skills with particular emphasis on technical processes and standards.
- Knowledge and experience in ITIL process methodologies a plus.
- Proven ability to function independently in ambiguous situations with a record of success.
- Excellent communication, customer focus, problem solving, conflict management, time management and interpersonal skills required.
- A deep passion for Sustainability to support our customers global impact responsibilities

Key skills/ Bonus points if you are
- Power professional
- Energy professional
- Cooling Professional
- Data Center Specialist
- Data Centre Planning Roles
- Critical Safety Basics
- Sustainability Champion to support our global impact responsibilities.

**Additional Information**
ServiceNow is an E