Vice President Professional Services - Digital Infrastructure Operations

Title: Vice President Professional Services - Digital Infrastructure Operations

Report to: Chief Technical Officer
Location: Open – US or EU preferred

Uptime Institute is the Global Digital Infrastructure Authority, setting globally accepted standards for data center design, construction, and operations, and helping data center owner/operators achieve resiliency and sustainability goals. While Uptime’s Tier standards for topology form the foundation of best practices in facility design and construction, we recognize that management and operations are equally critical for achieving availability objectives. Uptime Institute’s Facility Management Services, including Tier Certification for Operational Sustainability (TCOS), Management and Operations (M&O) Stamp, and Facility Management and Operations (FMO) services, help our customers achieve and demonstrate excellence in facility management and operations.

We are looking for an experienced data center operations executive to lead and evolve our Facility Management Services practice. This position will be Vice President level, reporting directly to the Chief Technical Officer, and will be part of the Global Technical Leadership team. Key responsibilities will include management, and ongoing development of all aspects of the Facility Management Services product line including sales and marketing support, to overseeing service delivery. This person will leverage their deep professional experience, and extensive client and market engagement, to re-envision and evolve our management and operations offerings. The evolved offerings will more broadly encompass “digital infrastructure” operations, and new products will become “must-have”, recurring services for participants across the digital infrastructure ecosystem – including all manner of enterprise and service provider owner/operators, and tenants. This role will entail working across company functional and geographic areas to achieve the overall goals, and will require deep technical expertise, along with excellent interpersonal and leadership skills, patience, tenacity, hard work, and vision.

Skills required for the position:

15 years’ experience in data center facility operations and 5 years’ experience managing operations teams and governance.

  • Candidate should have knowledge and experience in all areas of data center facility operations. These include but not limited to preventative and predictive maintenance programs, staffing, training, budgeting, etc.
  • Candidate should have knowledge and experience in managing facility operations teams of different facilities, creating the overall processes and procedures to direct operations, as well as governance steps to ensure processes and procedures are communicated, executed, and reported upon.
  • Candidate should have a working knowledge of data center infrastructure design principles and approaches.

Responsibilities for the position:

  • Primary responsibility for service delivery of all operations service lines (TCOS, M&O, FMO)
    • Training and assessment of service delivery personnel
    • Oversee service delivery and ensure quality of deliverables
    • Overseeing product and service development
    • Personal involvement with key clients, and complex custom operations projects
  • Operations standards (e.g., Tier Standard / Operational Sustainability)
    • Oversee operations standards and continuously update to align with evolving best practices & market needs
  • Develop and execute strategy to evolve operations products to…
    • Deliver more value to clients and make Uptime a must-have for data center operators
    • Improve market appeal and broaden market acceptance and penetration
    • Improve stickiness and drive better renewal rates
  • Operations education (AOS, AOP)
    • Oversee operations course content material and continuously update to align with evolving best practices & Uptime standards
    • Train and assess trainers
    • Identify needs and direct development of new operations courses / accreditations
  • Provide pre-sales support for operations services
  • Contribute operations expertise to Uptime Intelligence
  • Evangelize Uptime’s operations standards and services through social media, publications, webinars, speaking engagements, etc.

Qualifications for the position:

  • Candidate should have good communications skills with an ability to work effectively with colleagues and clients from around the globe. Additionally, the candidate should have the desire and ability for regular travel in execution of these duties.
  • Oversee the delivery of OS services to ensure consistency of deliverables to global clients including overseeing quality control aspects.
  • Coordinate with Project Management Office for end of month and quarterly financials to meet company goals.
  • Coordinate OS deliverables content with other Uptime deliverable products that are focused on Topology, IT, or sustainability to deliver overarching value to our clients.
  • Participate in webinars sponsored by our marketing department related to operational management issues.

Ideal candidate would have:

  • Experience overseeing a portfolio of datacenters for a multi-site (& ideally multi-national) data center operator (enterprise or service provider)
  • Location open - preferably US or EU-UK.