Senior Director, Operations Service Management, NA

Vantage Data Centers powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Operations Department

Vantage operates mission-critical data centers for the world's largest technology firms. The MCO department is responsible for setting and maintaining high operating standards across the fleet, and ensuring uptime, reliability, security, and customer service. MCO includes Site Operations, responsible for the day-to-day running of the facilities and supporting infrastructure. The sites are staffed 24 x 7 with Critical Facilities Engineers (CFEs) on each shift. Engineering Operations is responsible for the setting maintenance standards, ensuring consistency and quality of site operations across the fleet, and provides subject matter expertise in the areas of electrical, mechanical, controls & automation, influencing across design, procurement, construction and commissioning. Physical Security ensures Vantage facilities are safeguarded and well monitored, and is responsible for access control, CCTV, security staffing, security design, and engineering. Business Operations underpins the MCO organization with responsibility for coordination of ITIL processes (Incident, Change, Problem, and Asset management), oversight of Operations Management Center (OMC), development and governance of operational systems and toolsets, lease and property administration, and vendor management.

Position Overview

This role can be based in any of our US and Canada locations.

The Senior Direction, Operations Service Management role oversees the coordination of ITIL processes including Incident, Change, Problem, and Asset management while managing the Operations Management Center to ensure robust monitoring, incident response, and business continuity. The role also leads the development and governance of operational systems and toolsets, aligning teams with business metrics and KPIs to deliver consistent, efficient, and auditable operations.

Essential Job Functions

Service Management Governance

• Coordinate and govern ITIL processes for Operations, including Incident, Change, Problem, Asset, and related processes.
• Act as the regional authority for service management standards, policies, and controls.
• Ensure consistent execution of global standards while accommodating regional operational realities.

Operations Management Center (OMC) Oversight

• Oversee management and performance of the OMC, ensuring effective monitoring, incident response, and operational execution.
• Ensure OMC integrates operational execution with strategic leadership and supports business continuity.

Global Alignment & Leadership

• Partner with global leadership to align regional execution with global frameworks and maturity targets.
• Contribute towards improved business maturity through process optimization and efficiency improvements.

Operational Performance & Continuous Improvement

• Drive continual service improvement initiatives aligned to operational performance and business outcomes.
• Stay updated on industry best practices and emerging trends in data center operations.
• Identify and prioritize improvement projects to enhance processes, tools, and operational efficiency.

Additional Duties:

• Handle additional duties as assigned by Management.

Job Requirements

• 10+ years of experience in operations, service management, or related industry leadership within large-scale, mission-critical environments (data centres, cloud infrastructure, telecoms, or similar).
• Strong working knowledge of ITIL (v3 or v4) with practical, real-world implementation experience and continuous improvement methodologies.
• Strategic and critical mindset with the ability to support expansion and integration initiatives.
• Strong communication and executive presentation skills, with the ability to convey complex information clearly to various stakeholders.
• Excellent organisational and analytical ability, with the ability to manage multiple projects simultaneously and meet deadlines.
• Relevant qualifications in engineering, facilities management, or a related discipline.
• Travel required is expected to be up to 20% but may increase over time as the business evolves.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Additional Details

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.