Why This Role Exists
* Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question
* Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture
* Tickets get lost between technical and commercial teams — this role closes that gap
* We are scaling and need a manager who can build process while staying hands-on with clients
Key Responsibilities
Client Ownership
* Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle
* Lead client onboarding, scoping calls, and technical review meetings
* Translate client requirements into actionable work orders and internal tickets
* Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs
* Build long-term relationships that reduce churn and increase account expansion
Project & Ticket Management
* Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform
* Create, assign, prioritize, and close tickets with clear documentation at every stage
* Track multi-workstream projects across planning, procurement, deployment, and sign-off
* Identify blockers early and coordinate cross-functional resolution without escalating everything upward
* Maintain a live project dashboard that clients and internal stakeholders can rely on
Datacenter & Technical Operations
* Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling
* Review and validate work orders for technical accuracy before client-facing delivery
* Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics
* Ensure adherence to datacenter safety, change management, and access protocols
* Provide technical guidance to junior technicians and contractors on-site
Budget & Commercial Oversight
* Track project budgets, flag overruns, and submit change orders when scope shifts
* Review vendor invoices and validate against approved work orders
* Assist in preparing quotes and SOWs for new client engagements
* Maintain procurement records and ensure contract compliance for hardware and services
Team Management
* Manage a team of technicians and/or project coordinators remotely that work onsite.
* Set weekly priorities, conduct 1:1s, and run shift/resource planning
* Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes
* Identify skill gaps and work with leadership on training and hiring plans
Required Qualifications
* 3+ years of experience in datacenter operations, technical infrastructure, or a closely related field
* Direct client-facing experience in a technical role — account management with a technical background, or technical ops with client exposure
* Hands-on familiarity with server hardware, structured cabling, power distribution, and remote hands operations
* Proficiency with ITSM/project tooling: Jira, ServiceNow, Zendesk, or equivalent
* Experience owning project budgets, SOWs, or vendor purchase orders
* Proven ability to manage and develop a small technical team
* Strong written and verbal communication — you write tickets, emails, and client reports that are clear the first time
Preferred Qualifications
* Experience in a managed services, colocation, or cloud infrastructure environment
* Familiarity with DCIM tools, asset management systems, or CMDB platforms
* Understanding of network fundamentals (IP allocation, VLAN basics, cross-connects)
* Exposure to ITIL practices or formal change management processes
* Any relevant certifications: CompTIA Server+, CDCP, PMP, ITIL Foundation
En cliquant sur "JE DÉPOSE MON CV", vous acceptez nos CGU et déclarez avoir pris connaissance de la politique de protection des données du site jobijoba.com.