Operations

Sr. Technical Solutions Manager

43940 digital loudoun plaza building g, Northern Virginia

Back to vacancy overview Share vacancy Last updated: 18-03-2022

Overview

Opportunity Snapshot

Digital Realty supports the data center, colocation and interconnection strategies of customers across the Americas, EMEA and APAC, ranging from cloud and information technology services, communications and social networking to financial services, manufacturing, energy, healthcare and consumer products.

Now is the time to join Digital Realty and be part of the world’s trusted foundation powering digital ambitions to our customers, prospects and partners. Digital Realty’s heritage is understanding a customer’s local to global data center needs to address mixed workloads and densities. Enterprises are adapting IT strategies on-the-fly to meet rapidly evolving demands. As data creation and consumption are increasing, so are the tools, clouds, networks and resources needed to support it. This data gravity effect can lead to global workflow management that isn’t consistent across deployments, only compounding the complexities. As one of the world’s largest data center companies, Digital Realty is seeking motivative and imaginative professionals to grow our Enterprise business with colocation and scale offerings combined best in class connectivity, cloud and data centric solutions.

POSITION: Sr. Technical Solutions Manager

LOCATION: Ashburn, VA preferred but open to other DLR locations and markets within the US.

Opportunity Snapshot

Digital Realty operates within a market-place that is increasingly competitive. Customers can choose between a significant number of competitors delivering high quality, cost efficient alternatives. As one of a handful of global providers, Digital Realty has considerable assets and capabilities, along with a significant installed customer base. Driving a Customer Obsessed mind-set is crucial to our continued success and the Customer Operations team links together all elements of our operations to provide a best-in-class experience for our customer-base. Excellent service to customers is at the heart of our competitive advantage and as a member of the Customer Op team, your focus is to develop strong rapport and ensure each of our customers are successful with Digital Realty, so we can continue to retain them and expand with them..

If you’re an individual with an entrepreneurial mindset and enjoy tackling multiple challenges, this position offers you the opportunity to make a global impact. You're sure to acquire new knowledge and skills in both tech and commercial real-estate. This position works directly with Sr. Leaders of fortune 500 companies across multiple industries and, if selected, you’ll be exposed to all areas of Digital Realty with multiple career path options available to you.

This role will be part of a team that serves Digital Realty’s Hyperscale and OEM accounts by acting as a liaison between the customer and our D&C/Implementation/tech teams. Your high-reaching mission will be to drive customer satisfaction and account growth with the customers that you manage individually and the customers of your four direct reports.

Typically, in partnership with the Customer Success Manager(s), you and your team will work directly with assigned existing customers, becoming an expert on each customer’s goals, needs and expectations. You’ll then work with internal teams to meet customer parameters, creating a plan, removing obstacles and taking point on conversations between technical resources and the client. It will be your role to champion the customer while also ensuring that Digital Realty’s interests are protected.

The Requirements

Digital Realty cares about the health and safety of its workforce, customers, and vendors. Except in limited circumstances where an employee is legally entitled to an accommodation, Digital Realty requires all new hires to be fully vaccinated by their start date as a condition of employment.

Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship
Over 10 years of experience working in a data center environment, including working directly with Fortune 1000 clients.
Experience supporting customers globally is strongly preferred.
Experience in technology environments, ideally with data centers, telecom, network or similar services.
Demonstrated expertise in the operations, maintenance, engineering, construction, and delivery of mission critical facilities. Knowledge of IT server hardware and power circuiting.
Demonstrated expertise in design and operation of critical MEP infrastructure, including multiple types of Uninterruptible Power Systems, Emergency Power Systems, water-cooled and air-cooled air conditioning systems, critical data center electrical and mechanical distribution systems, and monitoring systems
Demonstrated ability to coordinate among internal functional areas to deliver on customer satisfaction.
Solid computer skills, including proficiency in MS Office Suite (e.g. Word, Excel and strong PowerPoint skills; SharePoint); Salesforce or similar CRM experience; AutoCAD skills a plus.
Willingness to work around time zones, taking calls/meetings after business hours as needed.
This role may require the ability to travel domestically and internationally, up to 30% of the time. Travel will ebb and flow as required.
A bachelor's degree; an MBA or other advanced degree is a plus.

The Role

Your supervisor will be the Principle Technical Solutions Manager. In addition to partnering closely with the Customer Success Manager(s), you will have the following responsibilities:

EFO Management

Develop the initial designs for the customer prior to leases being signed
Standardize a product set for customer requirements in an effort to reduce quote to cash
Perform EFOs, pre or post commissioning, by becoming an extension of the customers team
Document requirements for post-sales turnover to Operations
Carry customer’s standards across regions
Partner with existing project management teams (D&C and Implementation) as an extra resource

Operations Management

Manage technical aspects, including operational incidents, root cause analysis, remediation, translation/communication to customers, improvement initiatives, and security & compliance
Identify trends in global events, reliability, equipment failures, anomalies and/or site operational issues.
Review and analyze information from CMMS, Building Automation, and DCIM systems.
Closely align with Customer success teams
Primary technical point of contact
Develop play books for customer engagement
Provide proactive “consultancy” suggesting improvements to products, processes and procedures

Just as important as your what you will do will be your proficiency with the following “5 C” skills:

Critical Awareness (On It, Own It, Responsive, Sense of Urgency, Follows-through
Corporate Acumen (Executive savviness, business acumen)
Communications (Proactively over-communicate by setting proper expectations early and often, solid written and verbal communications)
Conflict Resolution (Deals well with conflict, Damage Control)
Collaborative (Aligned, Trustworthy)

You will need to be willing and able to work early in the morning or later in the evening or on weekends on occasion, to accommodate contacts in different time zones and potential escalation events. In addition, you'll need to be willing to take phone calls 24/7.

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Digital Realty: Where the cloud lives and business thrives

We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

Our Mission

To provide our customers with the trusted foundation for the digital world

Our Vision

To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

Our Values

Guide our decisions and actions every day—above all else, we value customers, excellence, talent, teamwork and success.

About Digital Realty

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 2,000 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty Trust is committed to employing a diverse workforce. We value and actively seek to recruit, develop and retain people with backgrounds, experiences and perspectives that reflect the full diversity of our society.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.