Lead, Data Centre Technical Service Management (DCTSM)

Requirements

• Diploma or Bachelor's Degree in IT, Computing, Engineering, or a related field
• At least 5 years of relevant experience in data centre services or operations
• Customer-facing experience in managing client relationships will be an advantage
• Proficient in MS Office applications (Outlook, Excel, Word, PowerPoint)
• Good technical knowledge of M&E systems, network critical infrastructure (CI), and data centre facility systems
• Strong communication skills, with the ability to manage customer needs and expectations effectively
• Willingness to support and respond to data centre incidents, including after office hours when required

Additional Information

About STT GDC Be part of a global leader in data centre solutions ST Telemedia Global Data Centres (STT GDC) is a data centre provider headquartered in Singapore, with a global footprint in major business markets across Singapore, the United Kingdom, Germany, Italy, India, Thailand, South Korea, Indonesia, Japan, the Philippines, Malaysia and Vietnam. We harness cutting-edge technology to deliver a comprehensive suite of world-class, scalable and flexible data centre solutions, including connectivity and support services, designed to meet the evolving colocation needs of today and tomorrow. By joining our team, you'll be part of a dynamic, fast-growing industry that forms the cornerstone of today's digital world. Why STT GDC STT GDC's internal culture is built on creating a forward-thinking, socially responsible environment that ignites positive change. We empower our employees to thrive in a workplace defined by excellence, innovation and growth, where collaboration and creativity can flourish. ✨ Empathy-driven culture: We lead with compassion and understanding, fostering a supportive and inclusive environment that values your well-being and voice. 🌟 Collaborative and vibrant workplace: We celebrate diversity and the power of teamwork. We value every idea and strive for constant improvement through collective innovation 📈 Opportunities for growth: At STT GDC, we don't just offer roles - we cultivate long-term career pathways. Through professional development programs, mentorships and stretch assignments, we are committed to enabling you to grow and reach your full potential. Key Duties and Responsibilities As Lead, Data Centre Technical Service Management (DCTSM), you will act as a liaison between customers and internal teams, serving as the primary service representative to ensure customer success. Conduct monthly service review meetings in a timely manner and prepare meeting minutes. Ensure monthly service reports are reviewed for accuracy, compiled, prepared, and submitted to customers within agreed timelines. Take ownership of customer issues, represent them within STT GDC, and follow through to resolution and closure. Log and track all customer issues in the TSM issue tracker, ensuring timely resolution to customer satisfaction. Serve as the primary interface for customer-related matters, including orders (e.g. RFPs), project management, escalations, service downgrades/terminations, and audit requests. Act as the main point of contact (POC), liaising with customers and working closely with service delivery teams to share schedules, updates, reports, and Customer Acceptance Forms. Conduct onboarding sessions and site briefings for new customers. Coordinate with customer POCs and internal teams (operations towers) to troubleshoot and resolve issues, ensuring timely closure. Prepare and manage Methods of Procedure (MoPs) for emergency and preventive maintenance activities, keeping customers informed. Provide post-sales support to Account Managers (AMs), including support for additional customer orders such as cross-connects and power requirements. Support the company's annual Customer Satisfaction (CSAT) survey. Compile, update, and submit TSM reports for DCTSM health tracking and management reviews. Conduct annual reviews of SOPs, customer guides, and manuals with internal teams, and implement improvements where necessary. Any other duties or projects as assigned by the Management.

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