Hardware Break/Fix Operations Manager

Principal Responsibilities and Duties

• Provide senior operational leadership and single-point accountability for the integrated, hands-on management of IT hardware services across Americas data center portfolio.
• Own and oversee hardware-related changes, significant events, incidents, and problems from initiation through closure, including post-incident reviews, root cause analysis, corrective actions, and management follow-up.
• Develop, maintain, and continuously improve standard operating procedures, emergency response procedures, preventive maintenance programs, and technical documentation.
• Maintain a deep understanding of data center design intent, operating models, contingency plans, and service dependencies to support effective resiliency planning and operational response.
• Provide disciplined oversight of financial management, cost control, regulatory and code compliance, personnel management, staff development, health and safety, statutory obligations, environmental controls, and energy management.
• Deliver regular management reporting that demonstrates operational performance, service quality, and adherence to internal OLAs, SLAs, KPIs, and governance expectations.
• Communicate operating principles, technical direction, objectives, and performance expectations clearly to stakeholders, vendor partners, and critical facilities management teams.
• Manage communications during incidents, ensuring timely, accurate, and authoritative updates to senior management; review incident reports, identify trends, document lessons learned, and recommend corrective actions.
• Oversee internal and external technical, statutory, and regulatory compliance audits, ensuring ownership, timely closure of follow-up items, and completion of corrective action plans.
• Coordinate with vendor partners and internal teams to resolve incidents during emergency situations, including on-site dispatch when required to investigate, assess, and support resolution of critical issues.
• Develop, obtain approval for, and execute environmental management and reporting plans that support carbon footprint management, sustainability, and responsible data center operations.

Minimum Requirements

_Knowledge, skills, and abilities required to qualify for the position._

• Degree-level education with a relevant professional qualification preferred, or demonstrable equivalent experience in a comparable critical operations environment.
• Strong understanding of managed service contracts, service scope definition, vendor performance management, and technical RFP leadership for new services, rebids, and expanded scope.
• Experience managing a sizeable P&L and operating within disciplined operating and capital budget controls, with strong commercial awareness, business acumen, and financial accountability.
• Proven track record in the development and execution of strategic plans and initiatives.
• Strong understanding of critical support environments, such as data centers, hospitals, power plants, military facilities, financial services facilities, or other mission-critical operational settings.
• Excellent communication, negotiation, influencing, and analytical skills, with a demonstrated track record of leading, developing, and managing teams across regions, locations, and time zones.
• Strong networking skills, current industry knowledge, and the ability to build and maintain effective professional relationships.
• Ability to produce high-quality reports and presentations and deliver effective, persuasive communications to senior stakeholders.
• Demonstrated ability to solve complex problems, assess multiple resolution paths, and deliver effective outcomes in high-pressure, time-sensitive situations.
• Previous vendor negotiation and management experience for data center and/or construction contracts.
• Ability to write and review accurate and complete support procedures, system documentation, and issue tracking entries.
• Sound judgment and strong decision-making capability under pressure, with the ability to prioritize effectively and communicate clearly across a complex, fast-paced stakeholder environment.
• Customer-focused service delivery mindset, with a commitment to meeting the needs of internal stakeholders, business partners, and technology clients.

Rate range -$30-$35