Descrizione della Posizione Lavorativa

Why this role exists

Clients require a single technical point of contact who truly understands hardware rather than a relationship manager who must forward every technical question. Projects cover hardware deployment, structured cabling, power and cooling, and remote-hands tasks, so someone must own the complete picture. Tickets often fall between technical and commercial teams — this role is meant to close that gap. As the organisation scales, we need a manager who can build processes while remaining hands-on with clients.

Key Responsibilities

Client Ownership

• Serve as the primary technical contact for assigned client accounts through the full project lifecycle.
• Lead client onboarding, scoping calls, and technical review meetings.
• Translate client requirements into actionable work orders and internal tickets.
• Manage SLA commitments, report delivery status, and handle escalations directly without repeated handoffs.
• Develop long-term client relationships to reduce churn and enable account expansion.

Project & Ticket Management

• Own the complete ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform.
• Create, assign, prioritize, and close tickets with clear documentation at every stage.
• Track multi-workstream projects across planning, procurement, deployment, and sign-off.
• Identify blockers early and coordinate cross-functional resolution without unnecessary escalation.
• Maintain a live project dashboard for clients and internal stakeholders.

Datacenter & Technical Operations

• Oversee on-site and remote-hands activities: server racking/stacking, hardware break-fix, cabling, power, and cooling.
• Review and validate work orders for technical accuracy before client-facing delivery.
• Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics.
• Ensure compliance with datacenter safety, change management, and access protocols.
• Provide technical guidance to junior technicians and contractors on-site.

Budget & Commercial Oversight

• Track project budgets, flag overruns, and submit change orders when scope shifts.
• Review vendor invoices and validate them against approved work orders.
• Assist in preparing quotes and statements of work (SOWs) for new engagements.
• Maintain procurement records and ensure contract compliance for hardware and services.

Team Management

• Manage remotely a team of technicians and/or project coordinators who operate on-site.
• Set weekly priorities, conduct 1:1s, and run shift and resource planning.
• Develop and maintain SOPs, runbooks, and onboarding materials for repeatable processes.
• Identify skill gaps and collaborate with leadership on training and hiring plans.

Required Qualifications

• 3+ years of experience in datacenter operations, technical infrastructure, or a closely related field.
• Direct client-facing experience in a technical role (technical account management or technical ops with client exposure).
• Hands-on familiarity with server hardware, structured cabling, power distribution, and remote-hands operations.
• Proficiency with ITSM/project tools such as Jira, ServiceNow, or Zendesk.
• Experience owning project budgets, SOWs, or vendor purchase orders.
• Demonstrated ability to manage and develop a small technical team.
• Strong written and verbal communication — clear tickets, emails, and client reports.

Preferred Qualifications

• Experience in managed services, colocation, or cloud infrastructure environments.
• Familiarity with DCIM tools, asset management systems, or CMDB platforms.
• Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects).
• Exposure to ITIL practices or formal change management processes.
• Relevant certifications (e.g., CompTIA Server+, CDCP, PMP, ITIL Foundation).

Location: Alberobello, Bari, Italia

Requisiti

Minimum 3+ years in datacenter operations or related technical infrastructure roles; direct client-facing technical experience; hands-on knowledge of server hardware, structured cabling, power distribution and remote-hands; proficiency with Jira/ServiceNow/Zendesk or equivalent; experience managing budgets, SOWs or purchase orders; proven ability to manage and develop a small technical team; strong written and verbal communication.