Data Centre Technical services Lead (customer Service)

Key Duties and Responsibilities

As Lead, Data Centre Technical Service Management (DCTSM), you will act as a liaison between customers and internal teams, serving as the primary service representative to ensure customer success. 

•Conduct monthly service review meetings in a timely manner and prepare meeting minutes.

•Ensure monthly service reports are reviewed for accuracy, compiled, prepared, and submitted to customers within agreed timelines.

• Take ownership of customer issues, represent them within STT GDC, and follow through to resolution and closure.

• Log and track all customer issues in the TSM issue tracker, ensuring timely resolution to customer satisfaction.

• Serve as the primary interface for customer -related matters, including orders (e.g. RFPs), project management, escalations, service downgrades/terminations, and audit requests.

• Act as the main point of contact (POC), liaising with customers and working closely with service delivery teams to share schedules, updates, reports, and Customer Acceptance Forms.

• Conduct onboarding sessions and site briefings for new customers.

• Coordinate with customer POCs and internal teams (operations towers) to troubleshoot and resolve issues, ensuring timely closure.

• Prepare and manage Methods of Procedure (MoPs) for emergency and preventive maintenance activities, keeping customers informed.

• Provide post-sales support to Account Managers (AMs), including support for additional customer orders such as cross-connects and power requirements.

• Support the company’s annual Customer Satisfaction (CSAT) survey.

• Compile, update, and submit TSM reports for DCTSM health tracking and management reviews. 

• Conduct annual reviews of SOPs, customer guides, and manuals with internal teams, and implement improvements where necessary.

• Any other duties or projects as assigned by the Management. 

Requirements

•Diploma or Bachelor’s Degree in IT, Computing, Engineering, or a related field

• At least 5 years of relevant experience in data centre services or operations

• Customer-facing experience in managing client relationships will be an advantage 

•Proficient in MS Office applications (Outlook, Excel, Word, PowerPoint) 

• Good technical knowledge of M&E systems, network critical infrastructure (CI), and data centre facility systems

• Strong communication skills, with the ability to manage customer needs and expectations effectively Willingness to support and respond to data centre incidents, including after office hours when required