Head of Mission Critical Services EMEA
Description
What you will do
The Mission Critical Services Manager – EMEA is responsible for leading the delivery, performance, and growth of mission-critical service operations across the EMEA region. This role ensures consistent, high-quality service for hyperscale, colocation, and enterprise data center customers, with a strong focus on uptime, responsiveness, and operational excellence. The role requires a proven leader with experience mobilizing, coordinating, and managing remote field engineering teams across multiple countries.
How you will do it
1. Service Delivery Leadership
Lead and manage mission-critical service operations across EMEA, ensuring SLA adherence and customer satisfaction.
Oversee preventive and corrective maintenance, emergency response, and upgrade/retrofit programs.
Ensure compliance with live-site protocols, MOP/SOP standards, and risk mitigation procedures.
2. Remote Field Team Mobilization & Management
Mobilize, schedule, and coordinate multi-disciplinary field teams across multiple countries.
Manage remote technicians and engineers, ensuring resource availability and competency alignment.
Develop cross-regional capability for rapid deployment to critical incidents.
3. Customer & Stakeholder Management
Act as the primary escalation point for major EMEA service events.
Maintain strong relationships with hyperscalers, colocation providers, and strategic enterprise accounts.
Support commercial teams in renewals and service expansion opportunities
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4. Operational Governance & Performance
Own operational KPIs including response times, SLA compliance, and service margins.
Implement continuous improvement programs across all service operations.
Standardize service delivery processes across the region.
5. Technical Assurance & Quality
Ensure field teams deliver high-quality work aligned with data center standards (Tier III/IV, EN50600).
Oversee root-cause analysis for severe incidents, implementing corrective actions.
Provide technical feedback to engineering and product teams.
6. Safety, Compliance & Risk Management
Champion a zero-incident safety culture across all field activities.
Oversee MOP/SOP development and live-site work controls.
Identify operational risks and ensure mitigation plans are in place.
What we look for
Essential Experience
10+ years in mission-critical services or data center operations.
Proven success in managing and mobilizing remote field service teams.
Strong background in mechanical, electrical, or controls/BMS systems.
Experience with hyperscaler or large colocation service expectations.
Technical Competencies
Strong understanding of data center MEP systems.
Familiarity with BMS/EPMS systems and controls logic.
Knowledge of live-site protocols, MOP/SOP, and risk mitigation frameworks.
Leadership Competencies
Ability to lead distributed, remote teams in high-risk environments.
Excellent communication and negotiation skills.
Strong commercial acumen and understanding of service contracts.
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