Implementation Manager

Job Description

Hamburg, Germany

The Client

Datacenter People is working with an infrastructure platform operating over 100 edge data center facilities across Europe.

What The Job Involves

The Implementation Manager is responsible for the technical onboarding of colocation customers and acts as the Implementation Services Team’s focal point for customer project co-ordination, interfacing with internal delivery systems, internal teams, customers, vendors, finance, sales, and on-site managers on all aspects of service delivery. During implementation the Implementation Manager acts as the Single Point of Contact (SPOC) for customers during the implementation and ensures that handover to Operations is completed correctly.

Customer Delivery

• Manage order queues and provide KPIs and associated reporting.
• Manage multiple on-going implementation projects for both internal and external customer projects, managing project resources, timelines and customer’s expectations, escalating and resolving delivery issues as required.
• Provide customers with accurate information, providing guidance over internal processes and other contact points within the organisation including providing handover/customer-welcome packs to new customers.
• Handover documentation to customer and site management team including onboarding customers to the service desk.
• Support and awareness of customer contract renewals and generate cross/up-sell opportunities based on customer requests
• Act as single point of contact for information required around the datacentre and facilitate tours for Sales, Sales Support, Marketing etc.
• Responsible for service management process compliance within Colo customers lifecycle.

Reporting & Governance

• Review customers’ installations on compliancy with AtlasEdge standards.
• Produce project delivery programmes/reports and Service Delivery Review Board reporting
• Maintain technical information and documentation, keeping it up to date and stored correctly in the provided systems (CRM, DCIM, service requests, floor plans, cross-connects etc)
• Keeping site team and country managers updates on new customer pipeline
• Maintaining an accurate record of footprint availability per Data Centre and IDC.
• Initiate accurate billing information for invoicing of services if required and ensure all chargeable activities are captured and billed

General

• Create accurate and applicable work orders for provisioning resources to follow
• Review installation activity to assist in defining internal/external support requirements
• Track and improve upon general methods, processes and deliverables for projects
• Interaction with pre-sales business function
• Manage stock of colocation consumables (cables, racks, PDU’s etc)
• Continuous improvement on colocation product portfolio
• Act as single point of contact for small works requests
• Accountable for carrier connectivity product delivery in datacentres

We Are Looking For Someone With

• Experience in customer facing roles
• Datacentre service delivery experience
• Good understanding of the technologies in use in datacentres
• Cross-connect management
• Working in/with cross functional teams
• Good working knowledge of ITIL service management
• ITIL certification preferable
• Prince 2 ® / PMP Foundation and Practitioner
• Proficient level of German and English languages is a mustEU Citizenship

We regret that due to the high volume of applications we are unable to acknowledge each one. Please bear in mind that if you are selected for interview we will contact you within the next seven days.