Lead Data Centre Technical Service Management

About the role

As the Lead, Data Centre Technical Service Management (DCTSM) you will be the primary liaison between customers and internal teams, ensuring successful delivery of data centre services and driving customer satisfaction.

Key responsibilities

• Conduct monthly service review meetings, prepare minutes and ensure timely distribution.
• Review, compile and submit accurate monthly service reports to customers.
• Own customer issues, represent them within STT GDC and drive resolution to closure.
• Log and track all issues in the TSM issue tracker, guaranteeing timely follow‑up.
• Manage customer‑related matters such as RFP orders, project coordination, escalations, service downgrades/terminations and audit requests.
• Serve as the main point of contact, sharing schedules, updates, reports and Customer Acceptance Forms with service delivery teams.
• Deliver onboarding sessions and site briefings for new customers.
• Coordinate with customer POCs and internal operations towers to troubleshoot and resolve incidents.
• Prepare and manage Methods of Procedure (MoPs) for emergency and preventive maintenance, keeping customers informed.
• Provide post‑sales support to Account Managers.

Required profile

• Proven experience in data centre technical service management or a similar customer‑facing role.
• Strong ability to coordinate across multiple internal teams and external stakeholders.
• Excellent communication skills for conducting meetings, preparing reports and delivering briefings.
• Detail‑oriented approach to issue tracking and documentation.

Required skills

• TSM issue tracker