Descrizione della Posizione Lavorativa

Why this role exists

Clients need a single technical point of contact who understands hardware rather than a relationship manager who simply passes on technical questions. Projects cover areas such as hardware deployment, structured cabling, power and cooling, and remote-hands activities, so someone must own the overall picture. Tickets often fall between technical and commercial teams — this role is intended to close that gap. As the company scales, we require a manager who can both design processes and remain hands-on with clients.

Key responsibilities

Client ownership

• Serve as the primary technical contact for assigned client accounts throughout the 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 handoffs.
• Build long-term relationships to reduce churn and drive 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 escalating everything upward.
• Maintain a live project dashboard reliable for clients and internal stakeholders.

Datacenter & technical operations

• Oversee on-site and remote-hands tasks: server rack/stack, 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 changes.
• Review vendor invoices and validate them against approved work orders.
• Assist in preparing quotes and SOWs for new client 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 1:1 meetings and run shift/resource planning.
• Build and maintain SOPs, runbooks and onboarding materials to support 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, Zendesk or equivalents.
• Experience owning project budgets, SOWs or vendor purchase orders.
• Proven ability to manage and develop a small technical team.
• Strong written and verbal communication: produce 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 such as CompTIA Server+, CDCP, PMP or ITIL Foundation.

Requisiti

Minimum 3+ years in datacenter operations or related field; client-facing technical experience; hands-on knowledge of server hardware, cabling, power and remote-hands; proficiency with ITSM tools (Jira, ServiceNow, Zendesk); experience managing budgets/SOWs and leading a small technical team; strong written and verbal communication.