Data Center Logistics Team Manager

Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone focuses on building an employee-first, performance-based culture with over 25 years of experience supporting enterprise clients that are growing ahead of the market. The company provides solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and Service Now.

Milestone aims to deliver a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our knowledge base to execute initiatives, we deliver short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses accelerate their IT transformation, focusing on business objectives and improving employee productivity. With our technology partnerships and people-first approach, we deliver industry-leading innovation.

With more than 3,000 employees serving over 200 companies worldwide, we are committed to revolutionizing how IT is deployed.

We are looking for a team leader to manage our Logistics Service Onsite team based at a Client’s Data Center campus. You will be responsible for all elements of service execution at the location as the single point of contact for key service stakeholders. Responsibilities include Client Relationship Management, Resource Capacity Management, Service Compliance leadership, Operational Planning and Execution, Service Program Management, Milestone Values & Culture Leadership and People Experience Management.

You will forecast current and future resources to maintain service quality and achieve all SLAs, KPIs and CSFs. As a team leader, you will represent the Milestone service and its values in client and team interactions. You will have current operational knowledge related to your team and service to support proactive decision making and collaboration. You will be the standard bearer for how the Milestone team executes the service and supports all clients at the site.

You will oversee performance to align with Milestone standards. The role comprises approximately 30% Client Relationship Management, 50% Operational Planning, Compliance and Quality Control, and 20% People Experience Management.

Responsibilities

• Ensure the development and maintenance of the Milestone Values and Culture within the team and service execution
• Support training and development of team members to ensure their capability to support the service
• Forecasting and management of Resource Capacity to meet service demands; management of burst labor activity for ad hoc projects
• Manage employee attrition in a professional and proactive manner
• Client Relationship Management
• Main point of contact (MPOC) for all Milestone IBOS service-related queries and escalations
• Weekly Service Review with Client Site Operations MPOC for Milestone Regional Manager
• Ensure client satisfaction supporting the achievement of CSAT scores and provide clear, concise Operational Information to Milestone Leadership
• Support Regional Manager in commercial invoicing queries to support proactive financial management
• Provide oversight and direction of day-to-day operations to ensure service quality control and compliance
• Measure, monitor and analyze key areas of service execution (Rack Management, Inventory Management, Spare Management, Service Compliance)
• Produce weekly reports on SLA achievements, volumes, resourcing and compliance
• Analyze, investigate, and provide insights on operational KPIs
• Support continuous development of on-site operational services
• Support and provide oversight on Client process and tool UAT programs
• Ensure adherence to Milestone and Client Safety standards and processes
• Lead risk profiling and service improvement for the Milestone service at the site
• Ensure team engagement and completion of required Client and Milestone training for Safety, Compliance and SOPs

Requirements

• Proven work experience as a team leader or supervisor
• Excellent Client Relationship Management
• Excellent oral and written communication skills
• Proficient in email, Word, Excel with high efficiency
• Experience in developing and presenting report documents and PowerPoint presentations to support client and leadership interactions
• Capability to support workforce planning and management
• Excellent time management, prioritization, and decision-making skills
• Agility to work in a dynamic environment to meet changing client service demand prioritization
• Degree in Management or training in team leading is a plus
• Analytical and problem-solving skills to support service…