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.

Key Relationships

The role requires close collaboration with representatives from Critical Infrastructure, SETI, Corporate Services and Security, Reengineering and Expense Management, MS Real Estate, MS IT Groups, and external vendors. The individual must be able to develop and maintain effective working relationships across regions and time zones.

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