Data Center Services Business Leader

We are seeking a highly experienced and dynamic Data Center Services Business Leader to join our team.  This role is critical for driving the immense growth and differentiation of our Data Center Services, ensuring we deliver a world-class customer experience and maintain a competitive edge in the market. This senior leader will be responsible for developing and executing a comprehensive strategy for our Data Center Services division, aligning with the overall business objectives. The ideal candidate will have significant experience in the data center and mission-critical environment, with a proven track record of building and leading a services organization to meet the needs of large-scale data customers. This role will operate within a business exceeding $1 billion in revenue, requiring frequent communication with senior executives and functional teams across the globe to drive outpaced services growth.

Thrive at work and at home:   

Where is the work: 

Virtual:  This is a Remote position.  

What you will do:   

Strategic Leadership:

·         Develop and execute a comprehensive strategy for Data Center Services, aligning with the overall business objectives.

·         Drive the transition from a commercial operating model to a mission-critical operating model.

·         Ensure the service offerings are competitive, innovative, and meet customer expectations for current (chillers) and future expanded portfolios

P&L Responsibility:

·         Full ownership of the Profit and Loss (P&L) for the Data Center Services organization 

·         Develop financial plans, budgets, and forecasts to ensure profitability and growth.

·         Monitor financial performance and implement corrective actions as needed.

Service Offering Architecture:

·         Design and architect a suite of service offerings, including traditional service agreements, digital agreements, optimization solutions, critical spare parts solutions, new equipment, and energy services solutions.

·         Ensure the offerings are scalable and adaptable to different vertical markets such as industrials and IT.

Cross-Functional Integration:

·         Collaborate with existing functional leaders across service, energy services, controls, equipment, and supply streams.

·         Work closely with key stakeholders to create and integrate service offerings into the broader business model.

·         Ensure seamless integration with the sales force to align forecasting and customer expectations.

Customer Experience and SLA Management:

·         Establish and manage a Customer Resolution Center to handle workflows, case management, escalations, and accountability.

·         Develop and enforce Service Level Agreements (SLAs) to ensure timely and effective response to customer needs.

·         Focus on creating a world-class customer experience that differentiates the company in the data center market.

Cultural Leadership:

·         Foster a mission-critical services culture that emphasizes speed, expertise, and deep understanding of data center operations.

·         Promote a customer-centric approach across all service interactions and touchpoints.

Regional and Channel Integration:

·         Determine the optimal structure for integrating the Data Center Services model into existing regional frameworks (Tech support, Operations, Account Management, Parts/Supply, etc.).

·         Ensure alignment across different channels, including independents, key accounts, and commercial business.

Industry Expertise and Growth:

·         Leverage extensive industry experience to build and lead a high-performing Data Center Services team.

·         Identify and recruit top talent from the data center industry to strengthen the team.

·         Provide opportunities for professional growth and development within the company.

Internal Collaboration:

·         Direct report to the Vice President and General Manager for Data Centers and High Tech

·         Work closely with Mission Critical Offerings Director and other Product and Service Group Leaders (PGTs and SGTs) to design the offerings and operating models to enable the execution of the offerings.

·         Collaborate with the Digital and Controls team for digital and controls offerings.

·         Coordinate with the Supply team for critical parts offerings, operating model, and subsystems required.

Cross-Functional Teams:

·         Engage with service, energy services, controls, equipment, and supply teams to ensure cohesive service delivery.

·         Align with the sales force to ensure accurate forecasting and alignment with customer expectations.

Customer and Market Focus:

·         Maintain a strong focus on customer needs and expectations across all service offerings.

·         Ensure service delivery meets the unique requirements of data centers and other vertical markets.

What you will bring: 

·         BS Engineering, Business, or other related technical degree - MBA preferred

·         A minimum of 10 years of experience in the data center and mission-critical environment.

·         Proven track record of building and leading a services organization to meet the needs of large-scale data customers.

·         Strong financial acumen with full P&L responsibility.

·         Excellent leadership and cross-functional collaboration skills.

·         Deep understanding of customer experience and SLA management.

·         Ability to foster a mission-critical services culture.

·         Extensive industry expertise and ability to recruit and develop top talent.

·         Ability to think strategically and translate vision into actionable plans

·         Highly motivated, energetic, and able to thrive in a fast-paced and dynamic environment.

·         Strong analytical and problem-solving abilities with a results-oriented mindset.