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- Tasks: Lead and develop a team providing top-notch Remote Hands support.
- Company: Join a dynamic social network focused on high-quality customer service.
- Benefits: Enjoy remote work flexibility and a supportive corporate culture.
- Why this job: Be part of a team that values accountability and continuous improvement.
- Qualifications: Master's or Bachelor's in a technical field or business administration required.
- Other info: Experience in data centres or IT preferred; strong leadership skills essential.
The predicted salary is between 36000 - 60000 £ per year.
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The Manager, Remote Hands leads the on-site Customer Services Technician team, ensuring consistent and high-quality Remote Hands support. This role is responsible for daily service operations, team leadership, customer experience, and compliance. The role also contributes to the continuous development and standardisation of customer service processes across the campus.
What you’ll do
Team Management and Leadership:
- Lead, develop, and coach the Customer Services team on-site.
- Manage daily operations, prioritising service requests and allocating resources effectively.
- Collaborate with HR on recruitment, training, and performance management.
- Drive continuous improvement and maintain high service standards across all shifts.
Process Management and Compliance:
- Oversee service fulfilment, material usage, and internal/external reporting.
- Ensure compliance with legal, safety, and quality standards.
- Maintain up-to-date work instructions and operational procedures.
- Report on key KPIs and assist with customer audits.
Cross-functional Collaboration
- Work closely with Engineering, Security, Property, Implementation, and Customer Success teams.
- Align operational execution with OLAs and SLAs.
- Support customer onboarding by understanding technical requirements and coordinating delivery.
- Participate in the 24×7 escalation rota as part of the 3rd-line support structure.
- Ensure the availability of tools, consumables, and other essentials for smooth operations.
- Act as a role model, fostering a culture of accountability, performance, and alignment with company values.
What you’ll need
- Master or Bachelor education preferably in a technical field or business administration.
- Proven experience in a managerial position in a service company, preferably a utility, datacenter, IT or telecommunications company; alternatively, in the process industry or in manufacturing-like high availability environments.
- Experience within the data center collocation industry is a plus.
- Advanced administrative skills in Microsoft Office. ITIL, and/or Service Now experience is preferred.
- Experience in customer relationship management is preferred.
- Knowledge of electrical, mechanical or telecoms engineering is a plus.
- Proficient knowledge and understanding of relevant techniques around typical customer infrastructure, in relation to the scope of services of Customer Operations and Services (. coaxial, copper and fibre cable infrastructures, Remote Hands, Network service portfolio).
- Advanced understanding of emergency situations and escalation processes.
- Strong interpersonal and expert communication skills
- Advanced analytical and technical skills, detail oriented.
- Advanced leadership skills: people focus; clear on accountability and goals; motivating and challenging; providing clear feedback; rewarding contribution/performance and building a positive culture in line with the organizational values.
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Manager - Remote Hands (City Campus) employer: Digital Realty
Contact Detail:
Digital Realty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager - Remote Hands (City Campus)
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in the data centre industry. Understanding the technical aspects of remote hands services will not only boost your confidence but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Network with professionals in the data centre and telecommunications sectors. Attend industry events or join relevant online forums to connect with potential colleagues and learn more about the company culture at StudySmarter.
✨Tip Number 3
Prepare to discuss your leadership style and experiences in managing teams. Be ready to share specific examples of how you've successfully led teams in high-pressure environments, as this is crucial for the Manager, Remote Hands position.
✨Tip Number 4
Research StudySmarter's values and mission. Aligning your personal values with those of the company can help you articulate why you're a great fit for the role and how you can contribute to fostering a positive culture.
We think you need these skills to ace Manager - Remote Hands (City Campus)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant managerial experience, particularly in service companies or data centres. Emphasise your leadership skills and any specific achievements that align with the job description.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role of Manager, Remote Hands. Discuss your experience in team management and process compliance, and how you can contribute to continuous improvement in customer service.
Highlight Relevant Skills: Clearly outline your advanced administrative skills in Microsoft Office and any experience with ITIL or Service Now. Mention your understanding of customer infrastructure and your ability to handle emergency situations.
Showcase Interpersonal Skills: Demonstrate your strong communication and interpersonal skills in your application. Provide examples of how you've motivated teams and fostered a positive culture in previous roles.
How to prepare for a job interview at Digital Realty
✨Showcase Your Leadership Skills
As a Manager, Remote Hands, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching methods and how you prioritised service requests.
✨Understand Compliance and Process Management
Familiarise yourself with compliance standards relevant to the role. Be ready to discuss how you've ensured adherence to legal and safety regulations in previous positions, as well as your experience with process management and reporting.
✨Highlight Cross-Functional Collaboration
This role requires collaboration with various teams. Think of instances where you've worked closely with other departments, such as Engineering or Customer Success, and be prepared to explain how you aligned operational execution with service level agreements.
✨Demonstrate Technical Knowledge
Since the position involves understanding customer infrastructure, brush up on your knowledge of electrical, mechanical, and telecoms engineering. Be ready to discuss any relevant technical experience, especially in data centre environments.
