PstrongWhy This Role Exists /strong /pullipClients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question /p /lilipProjects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture /p /lilipTickets get lost between technical and commercial teams — this role closes that gap /p /lilipWe are scaling and need a manager who can build process while staying hands-on with clients /p /li /ulpstrongKey Responsibilities /strong /ppstrongClient Ownership /strong /pullipAct as the primary technical point of contact for assigned client accounts throughout the project lifecycle /p /lilipLead client onboarding, scoping calls, and technical review meetings /p /lilipTranslate client requirements into actionable work orders and internal tickets /p /lilipManage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs /p /lilipBuild long-term relationships that reduce churn and increase account expansion /p /li /ulpstrongProject Ticket Management /strong /pullipOwn the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform /p /li /ulullipCreate, assign, prioritize, and close tickets with clear documentation at every stage /p /lilipTrack multi-workstream projects across planning, procurement, deployment, and sign-off /p /lilipIdentify blockers early and coordinate cross-functional resolution without escalating everything upward /p /lilipMaintain a live project dashboard that clients and internal stakeholders can rely on /p /li /ulpstrongDatacenter Technical Operations /strong /pullipOversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling /p /lilipReview and validate work orders for technical accuracy before client-facing delivery /p /lilipCoordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics /p /lilipEnsure adherence to datacenter safety, change management, and access protocols /p /lilipProvide technical guidance to junior technicians and contractors on-site br / /p /li /ulpstrongBudget Commercial Oversight /strong /pullipTrack project budgets, flag overruns, and submit change orders when scope shifts /p /lilipReview vendor invoices and validate against approved work orders /p /lilipAssist in preparing quotes and SOWs for new client engagements /p /lilipMaintain procurement records and ensure contract compliance for hardware and services /p /li /ulpstrongTeam Management /strong /pullipManage a team of technicians and/or project coordinators remotely that work onsite. /p /lilipSet weekly priorities, conduct 1:1s, and run shift/resource planning /p /lilipBuild and maintain SOPs, runbooks, and onboarding materials for repeatable processes /p /lilipIdentify skill gaps and work with leadership on training and hiring plans /p /li /ul br /br /pstrongRequired Qualifications /strong /pullip3+ years of experience in datacenter operations, technical infrastructure, or a closely related field /p /lilipDirect client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure /p /lilipHands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations /p /lilipProficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent /p /lilipExperience owning project budgets, SOWs, or vendor purchase orders /p /lilipProven ability to manage and develop a small technical team /p /lilipStrong written and verbal communication — you write tickets, emails, and client reports that are clear the first time /p /li /ulpstrongPreferred Qualifications /strong /pullipExperience in a managed services, colocation, or cloud infrastructure environment /p /lilipFamiliarity with DCIM tools, asset management systems, or CMDB platforms /p /lilipUnderstanding of network fundamentals (IP allocation, VLAN basics, cross-connects) /p /lilipExposure to ITIL practices or formal change management processes /p /lilipAny relevant certifications: CompTIA Server+, CDCP, PMP, ITIL Foundation /p /li /ul