Job Title

Why This Role ExistsClients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical questionProjects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full pictureTickets get lost between technical and commercial teams — this role closes that gapWe are scaling and need a manager who can build process while staying hands-on with clientsKey ResponsibilitiesClient OwnershipAct as the primary technical point of contact for assigned client accounts throughout the project lifecycleLead client onboarding, scoping calls, and technical review meetingsTranslate client requirements into actionable work orders and internal ticketsManage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffsBuild long-term relationships that reduce churn and increase account expansionProject & Ticket ManagementOwn the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platformCreate, assign, prioritize, and close tickets with clear documentation at every stageTrack multi-workstream projects across planning, procurement, deployment, and sign-offIdentify blockers early and coordinate cross-functional resolution without escalating everything upwardMaintain a live project dashboard that clients and internal stakeholders can rely onDatacenter & Technical OperationsOversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and coolingReview and validate work orders for technical accuracy before client-facing deliveryCoordinate with vendors and hardware suppliers on procurement, lead times, and RMA logisticsEnsure adherence to datacenter safety, change management, and access protocolsProvide technical guidance to junior technicians and contractors on-siteBudget & Commercial OversightTrack project budgets, flag overruns, and submit change orders when scope shiftsReview vendor invoices and validate against approved work ordersAssist in preparing quotes and SOWs for new client engagementsMaintain procurement records and ensure contract compliance for hardware and servicesTeam ManagementManage a team of technicians and/or project coordinators remotely that work onsite.Set weekly priorities, conduct 1:1s, and run shift/resource planningBuild and maintain SOPs, runbooks, and onboarding materials for repeatable processesIdentify skill gaps and work with leadership on training and hiring plansRequired Qualifications3+ years of experience in datacenter operations, technical infrastructure, or a closely related fieldDirect client-facing experience in a technical role — account management with a technical background, or technical ops with client exposureHands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operationsProficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalentExperience owning project budgets, SOWs, or vendor purchase ordersProven ability to manage and develop a small technical teamStrong written and verbal communication — you write tickets, emails, and client reports that are clear the first timePreferred QualificationsExperience in a managed services, colocation, or cloud infrastructure environmentFamiliarity with DCIM tools, asset management systems, or CMDB platformsUnderstanding of network fundamentals (IP allocation, VLAN basics, cross-connects)Exposure to ITIL practices or formal change management processesAny relevant certifications: CompTIA Server+, CDCP, PMP, ITIL Foundation