Join our Talent Network
Skip to main content
Digital Realty
×

Operations

Customer Service Manager

  Cloud house & cloud house west, London

Your role

The Customer Service Manager will be responsible for setting up the customer service plan of the specific site and identify areas of improvement in customer service policies, procedures and implementation of changes. The CSM will manage the Customer Services team on site and oversees the objectives and goals of the customer services function are achieved.

You’ll also be required to:

  • Give input to the organizational customer services strategy, monitor customer services processes and procedures and provides.
  • Monitor SLA performance and agreed KPI’s and provide support to new data center facility developments with regards to customer services aspects and requirements.
  • Manages the daily customer services and has people management accountability for all direct reports of the team.
  • Develops and maintains an effective and scalable operating model for consistent Customer Services on the sites.  
  • Plan, monitor, co-ordinate and execute all customer services activities. Prioritise workload and ensure that resources are channelled into the correct areas.
  • Ccontinuous tracking and reporting of orders and the use of materials to ensure compliance within budgets.
  • Compliance and fulfilment of all prescribed legal and compliance requirements, processes and other measures at any time (e.g., industrial safety). Support all relevant audits on customer operations’ aspects.

What you’ll need

  • Proficient knowledge and understanding of relevant techniques around typical customer infrastructure, in relation to the scope of services of Customer Operations and Services (e.g. coaxial, copper and fibre cable infrastructures, Hands & Eyes, network service portfolio).
  • Proficient understanding of overall datacenter infrastructure.
  • Foundational knowledge and understanding of the ITIL Service Management framework.
  • Advanced understanding of emergency situations and escalation processes.

A bit about us

Interxion: A Digital Realty Company, is a leading provider of carrier and cloud-neutral data centre services across EMEA. With more than 700 connectivity providers in over 100 data centres across 13 European countries, we are at the heart of the internet – powering finance, communication, healthcare, creativity, entertainment, life. As part of Digital Realty, our customers now have access to 49 metros across six continents. We’ve 2,800+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.

A bit about our team

Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centres operates as it should.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.

Your future colleagues

“I enjoy making our customers happy.”

Charlene G.
Senior Customer Success Manager, APAC

“It’s satisfying to work with such a collaborative group of talented yet humble people.”

Peter A.
VP of Design and Construction, Australia

“My team is amazing and getting to work with them makes every day memorable.”

Crystalyn R.
Real Estate Manager, Dallas, TX

“We all have a voice and are heard.”

Demi P.
Assistant Real Estate Manager, Portfolio Operations, Piscataway, New Jersey

Related vacancies

Snr. Director - CSP Delivery

London
View vacancy    

Customer Service Technician, Woking

London
View vacancy    

Shift Engineer

London
View vacancy    

Customer Service Technician

London
View vacancy    

Shift Engineer

London
View vacancy    

Cost and Insight Manager

London
View vacancy    

Customer Service Advisor

London
View vacancy    

Customer Service Engineer

London
View vacancy    

EMEA Deputy Operations Change Manager

London
View vacancy    

Day Shift Engineer (Watford)

London
View vacancy    

Asset Integration Manager

London
View vacancy    

Customer Success Manager

London
View vacancy    

Lead Engineer

London
View vacancy    

Service Planning Coordinator

London
View vacancy    

Shift Engineer

London
View vacancy    

Compliance & Energy Manager

London
View vacancy    

Service Transition Engineer

London
View vacancy    

Project Manager (Operational)

London
View vacancy    

Shift Engineer, Connexion House

London
View vacancy    

Head of Project Management Office UK

London
View vacancy    

Operations Systems Engineer

London
View vacancy