Why This Role Exists\n- Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question\n- Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture\n- Tickets get lost between technical and commercial teams — this role closes that gap\n- We are scaling and need a manager who can build process while staying hands-on with clients\nKey Responsibilities\nClient Ownership\n- Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle\n- Lead client onboarding, scoping calls, and technical review meetings\n- Translate client requirements into actionable work orders and internal tickets\n- Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs\n- Build long-term relationships that reduce churn and increase account expansion\nProject & Ticket Management\n- Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform\n- Create, assign, prioritize, and close tickets with clear documentation at every stage\n- Track multi-workstream projects across planning, procurement, deployment, and sign-off\n- Identify blockers early and coordinate cross-functional resolution without escalating everything upward\n- Maintain a live project dashboard that clients and internal stakeholders can rely on\nDatacenter & Technical Operations\n- Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling\n- Review and validate work orders for technical accuracy before client-facing delivery\n- Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics\n- Ensure adherence to datacenter safety, change management, and access protocols\n- Provide technical guidance to junior technicians and contractors on-site\nBudget & Commercial Oversight\n- Track project budgets, flag overruns, and submit change orders when scope shifts\n- Review vendor invoices and validate against approved work orders\n- Assist in preparing quotes and SOWs for new client engagements\n- Maintain procurement records and ensure contract compliance for hardware and services\nTeam Management\n- Manage a team of technicians and/or project coordinators remotely that work onsite.\n- Set weekly priorities, conduct 1:1s, and run shift/resource planning\n- Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes\n- Identify skill gaps and work with leadership on training and hiring plans\n\nRequired Qualifications\n- 3+ years of experience in datacenter operations, technical infrastructure, or a closely related field\n- Direct client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure\n- Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations\n- Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent\n- Experience owning project budgets, SOWs, or vendor purchase orders\n- Proven ability to manage and develop a small technical team\n- Strong written and verbal communication — you write tickets, emails, and client reports that are clear the first time\nPreferred Qualifications\n- Experience in a managed services, colocation, or cloud infrastructure environment\n- Familiarity with DCIM tools, asset management systems, or CMDB platforms\n- Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects)\n- Exposure to ITIL practices or formal change management processes\n- Any relevant certifications: CompTIA Server+, CDCP, PMP, ITIL Foundation\n
Kit Empleo
