We're seeking an experienced Senior Manager of Service Delivery to lead a high-performing technical team! This role oversees service delivery operations across multiple sites or large campuses in key growth markets, ensuring exceptional customer access and satisfaction. Responsibilities include driving service quality, resolving technical and operational issues, and managing team performance.

Responsibilities:

• Lead and optimize team performance, recommending process improvements to enhance service quality and customer satisfaction

• Provide technical guidance, develop procedures, and source tools to support efficient service delivery operations

• Monitor programs and procedures to ensure on-time delivery, customer satisfaction and consistency; proactively address risks and escalate issues as needed

• Maintain 24/7 service coverage with appropriate staffing levels at all times

• Investigate and resolve customer concerns about service, timeliness or quality

• Oversee training, development, and performance monitoring of the service delivery team

• Ensure secure, accurate and efficient shipping and receiving operations

• Support customer implementation tasks, including tape rotations, network installs/troubleshooting, cage builds, and logistics

• Ensure team knowledge of and compliance to OSHA / safety standards

• Manage operational costs to maximize profitability of service delivery offerings

• Maintain clear, professional client communication and ensure effective shift handoffs

• Oversee supply management to ensure timely availability

• Keep service delivery procedures, MOPs, and SOPs up to date

• Build and audit circuits in online database network management tool and assist in special projects as required

• Set SMART goals with team members for annual reviews

• Handle weekly payroll cycles and hourly labor tracking for direct reports

Qualifications:

• 8+ years in customer service within a data center environment and/or 10+ years in technical roles in customer-focused organizations

• Proven vendor management experience

• Team leadership experience, including managing non localized teams of 5+

• Skilled in troubleshooting, documenting procedures, training staff, and collaborating across all organizational levels

• Experience managing multiple projects and shifting workloads in a fast-paced environment

• Strong customer service mindset with a positive, solutions-driven attitude

• Strong ability to consult customers on new implementation stages within their environment

• Excellent communication, problem-solving, and decision-making skills

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint); knowledge of Visio and AutoCAD is a plus

• Ability to manage multiple sites within driving distance of each other on a same day travel basis

• Flexible availability, including extended onsite hours during emergencies

Education:

• Minimum requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.

Work Environment:

• Work Schedule: Monday - Friday, with flexible availability for emergencies and critical issues

• Physical Demands: The position involves significant physical activity, including standing for extended periods, lifting up to 50 pounds, and frequent bending and climbing ladders

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.