Manager, Service Operations, NA

Vantage Data Centers powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Business Operations Department

As a part of the Vantage Operations team, the Business Operations department is responsible for ensuring standards for operation performance, maintaining customer leases, producing monthly customer electivity bills, generating regular reports, and supporting Operational Effectiveness. The Business Operations department also works closely with all Vantage departments to ensure customer success from the construction process through daily operations and delivery activities.

Vantage is looking for an ambitious, detail-oriented, hands-on Manager of Service Operations and Systems to oversee and streamline operational processes for CMMS tracking. You will help develop new workflows and process for CMMS tracking and provide ongoing support to local Site Operations teams.

Essential Job Functions

• Lead, coach, and develop a high-performing Service Support team.
• Oversee development and coordination of workflows on the ESM platform.
• Manage system integrations, migrations, and enhancements across CMMS/CRM platforms.
• Collaborate with Site Operations and IT teams to ensure service delivery and system reliability.
• Drive process improvement initiatives to increase efficiency and user satisfaction.
• Define and monitor KPIs, metrics, and reports with support from the Business Analyst.
• Partner with stakeholders to align service support strategy with organizational goals.

Duties

• Provide leadership, direction, and support to the Service Support team to ensure alignment with organizational goals.
• Delegate responsibilities and empower team members to manage daily system administration, data integrity, and user support.
• Oversee strategic planning for system improvements, workflow optimization, and service delivery enhancements.
• Collaborate with IT, Operations, and other business units to ensure effective integrations and consistent service outcomes.
• Review team performance, identify skill gaps, and support ongoing training and professional development.
• Ensure effective communication of system updates, process changes, and service initiatives across the organization.
• Analyze team performance and service data to identify trends, risks, and opportunities for improvement.
• Champion best practices in service management, ensuring processes align with ITIL or similar frameworks.

Job Requirements

Experience and Education

• Bachelor's degree in Information Technology, Business Administration, Operations Management, or a related field.
• Five + years of experience in service operations, CMMS/CRM/ESM management, or related role.
• Two + years of experience in a people management or leadership role.

Additional Requirements

• Strong leadership skills with the ability to guide and motivate a team
• Excellent organizational and communication skills.
• Ability to balance hands-on problem-solving with strategic planning.
• Experience working cross-functionally with IT, operations, and business stakeholders.

Preferred Qualifications

• ITIL certification or similar service management knowledge.
• Experience with ServiceNow or comparable ESM/CMMS platforms.
• Background in critical facilities, operations, or asset management.
• Strong data analysis and reporting skills.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.

We'll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon-we're excited to find the right person and will keep the role open until we do!