Director, Data Centre Operations

• Reporting to Group HQ, you will manage a team to provide strategic leadership, technical leadership, and oversight of the data centre operations in Malaysia.
• Lead, take ownership of and be accountable for the performance of the complete Malaysia DC Operations function to customers, company and the organization Group.
  
• Be accountable for the outcomes delivered and customer satisfaction.
  
• Be accountable for 100% delivery of all customer SLA’s.
  
• Ensure full compliance to the organization Group DCO operational standards and procedures.
  

• Ensure safety is front and center of everything you do.
  
• Promote a culture of zero-downtime, 100% SLA adherence, unrelenting customer focus and great customer experience across all DCs.
  
• Constantly raise the bar high in operational excellence benchmarked against best in class.
  
• Ensure adherence to Group DC baseline policies, procedures & systems for DC operations (ITIL based).
  
• Process governance – ensure operational safety, security, availability & performance process is set and followed every time (SOP, EOP, etc.).
  
• Participate actively and lead by example in group-wide initiatives and programs such as our sustainability program, safety program, cyber-security program, etc.
  
• Reports into and take guidance from Head, Group Data Centre Operations to work with DC Operations of all other organization group companies as deemed fit to collaborate on business improvement processes and alignment initiatives for greater consistencies group-wide.
  
• Proactively gather, track and report on DC operational performance metrics to management, and utilize those metrics to drive improvements that are aligned to Group DCO framework.
  
• Responsible for any risk management and mitigation tasks applicable in DC operational spaces.
  
• Drive and ensure screening and training of people on all processes, systems, sops, policies, etc.
  
• Contribute to the group’s efforts in the digital transformation of our operational systems and procedures where applicable.
  
• Lead the response to all contingency situations in the DC operations space (e.g., ongoing continuity of DC operating during covid-19 pandemic, etc.).
  
• Drive PUE improvements in existing data centres.
  
• Plan and review operational budgets per asset.
  
• Plan and execute the rollout of operational teams, systems, and vendors in new DCs as they come online. Proactively participate and influence the handover from construction to operational phase of new assets.
  
• Ensure compliance with local legal and regulatory requirements from DC operational perspective.
  
• To carry out any other duties as and when assigned by the management.
  

• Maintain excellent senior customer relationships with oversight of key customers.
  
• Take responsibility for leading QBRs and other operational reviews and audits with our customers.
  
• Lead the customer solutioning functions for incoming customer configuration (e.g. white space fit-outs, deployment planning, cross-connects, etc.)
  
• Contribute to strategic communication with global customers on technical operational matters.
  
• Collaborate with cross functional teams in DC construction, DC asset management, HR, Finance and Sales.
  
• Build and maintain professional relationships with external stakeholders including landlords, critical facility management partners and equipment vendors.
  
• To carry out any other duties as and when assigned by the management.
  

• Motivate a team of direct reports to support 24/7 DC operations delivery of strategic and regional goals in line with company goals and priorities.
  
• Manage a team of employees in the [Country] DC Operations team, including direct reports in different operational towers.
  
• DC Service Assurance.
  
• DC Engineering Support.
  
• DC Site Operations.
  
• DC Technical Service Management.
  
• DC Solutioning & Provisioning
  
• DC Administration Support.
  
• Lead by example and inspire a culture of operational excellence, consistencies, teamwork through strategic and hands on leadership.
  
• Inculcate the core organizational values.
  
• Motivate, grow, and retain talent.
  
• To carry out any other duties as and when assigned by the management.
  

Requirements

• Bachelor’s degree in a relevant Engineering/Science/IT or equivalent field with proven track record in DC operations management.
  
• DC operational background with at least 12 years of demonstrable experience in leading a sizable operational team locally or in APAC region.
  
• Proficient in Data Centre operational excellence with demonstrable experience in service and operational management of critical MEP infrastructure, ITIL or similar frameworks, maintenance management, engineering, and commissioning within data centres.
  
• All round understanding and appreciation of technical matters, including mechanical and electrical systems, controls and monitoring aspects of a mission critical 24/7 data centre.
  
• Practical experience in delivering business continuity, risk management, incident management, problem management and change management & control in a mission critical 24/7 environment.
  
• Understand and familiar with the various ISO/ Standards/ Local Codes of practice related to DC Operation management. Eg. ISO 20000, 22301, 50001, 27001, 45001, 22237, SOC, TVRA, TIA 942, PCI-DSS, etc.
  
• Demonstrable experience in people management.
  
• Demonstrable experience in OPEX and CAPEX budget management.
  
• Demonstrable experience in tender/ procurement/ vendor management.
  
• Ability to be hands-on in leading the in-country DCO team/s and the situation room during crisis, incident, emergencies.
  
• Manage major change, incident and problem resolution stakeholder communications.
  
• Tenacious in incident/ problem resolution.
  
• Good communication skills in English, is a must-have plus common/ local languages used in the respective operating country.