English Language Manager

2 weeks ago

London, United Kingdom Digital Realty Full time

Manage the customer service function via the London Global Command Centre (GCC) in order to optimise customer satisfaction, quality assurance and to adhere to service level agreements (SLAs) held between Digital Realty and its customers.
The GCC is a critical component of differentiating Digital Realty’s service from the competition. It is a 24 x 7 x 365 Operation shared with it’s counterpart in North America which: monitors the alarms in EMEA data centres and takes appropriate action in response to changes in status; deals with all inbound customer contact via telephone, portal ticketing and email; notifies customers of incidents and planned activities in the data centres, provides customer SLA reporting and customer service management to key customers and ensures good co-ordination with the field on all aspects of customer service.
There is one manager in the GCC managing the various shifts that are covered by the GCC personnel. Managing open tickets and Service Incidents in timely manner is another key deliverable, as well as producing the metrics and the required quality associated with the GCC performance. Supporting the prevention of outages through effective Incident Management, Change Management, support of Problem Management and supporting other operational improvements is central to the role of the GCC.
Undertakes performance reviews and appraisals for team members
Assigns and follows-up on progress of projects managed by GCC Managers & Supervisors
Data Centre Alarm monitoring (10%)
Develop the alarm monitoring of the sites to identify proactively any risk to customer SLA breach
ability to tactfully communicate DLR policies or obligations; Drives GCC Team towards high achievement positively impacting the global Customer Satisfaction Survey
Addresses and communicates potential internal and external security risks through coordination with Global and regional Security colleagues
Liaise with other Business Units to generate, introduce and evolve processes and procedures that will mitigate service risks to clients and the business
Contribute to ongoing process improvement initiatives by identifying opportunities to increase quality and efficiency
Maintains and improves quality of service, including achievement of GCC quality goals including Customer Notifications SLAs, Timely processing of Customer requests for access and contact administration, ISO certifications, ITIL certification and others as identified by the Sr. Plans the support of new services and amendments to existing services in conjunction with the Product Management team
Incident and Problem Management (15%)
Work with Incident Manager, Problem Manager and Site/Region Personnel to troubleshoot Incidents helping determine root cause
Change Management (5%)
Manage Change Management communications as part of DLR’s Change Management Process and Procedures as documented in the Operations Guide
Project Manages departmental projects (5%)
Assumes overall responsibility for GCC Operations Support projects
Ensures projects are completed within specified timeframes
Manages and provides reports for management to maintain visibility of the GCC performance
Support Product Management in the development of the GCC’s role in improving the experience of DLR customers.
MS Project, Excel, Word, Sharepoint. Basic IT networking and architecture knowledge, Knowledge of IT practice
Knowledge of telecommunications networks, data centre operations and Network Operations
Ability to work in a multi-cultural and multi-language environment
Ability to work in a geographically dispersed and virtual team environment.
Educated to degree (Bachelor) level
At least 4 - 6 years work experience in a leadership role in a customer services environment within an International or European environment
Prior experience managing a Network Operations Centre or Critical Data Centre CC a “plus”
Experience in or affinity with Financial Systems and processes
Fluent in English + one other European language is desirable
Project Management skills
Travel globally will be required occasionally.
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

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