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As Lead, Data Centre Technical Service Management (DCTSM), you will act as a liaison between customers and internal teams, serving as the primary service representative to ensure customer success.

• Conduct monthly service review meetings in a timely manner and prepare meeting minutes.
• Ensure monthly service reports are reviewed for accuracy, compiled, prepared, and submitted to customers within agreed timelines.
• Take ownership of customer issues, represent them within STT GDC, and follow through to resolution and closure.
• Log and track all customer issues in the TSM issue tracker, ensuring timely resolution to customer satisfaction.
• Serve as the primary interface for customer-related matters, including orders (e.g. RFPs), project management, escalations, service downgrades/terminations, and audit requests.
• Act as the main point of contact (POC), liaising with customers and working closely with service delivery teams to share schedules, updates, reports, and Customer Acceptance Forms.
• Conduct onboarding sessions and site briefings for new customers.
• Coordinate with customer POCs and internal teams (operations towers) to troubleshoot and resolve issues, ensuring timely closure.
• Prepare and manage Methods of Procedure (MoPs) for emergency and preventive maintenance activities, keeping customers informed.
• Provide post-sales support to Account Managers (AMs), including support for additional customer orders such as cross-connects and power requirements.
• Support the company’s annual Customer Satisfaction (CSAT) survey.
• Compile, update, and submit TSM reports for DCTSM health tracking and management reviews.
• Conduct annual reviews of SOPs, customer guides, and manuals with internal teams, and implement improvements where necessary.
• Any other duties or projects as assigned by the Management.

• Diploma or Bachelor’s Degree in IT, Computing, Engineering, or a related field
• At least 5 years of relevant experience in data centre services or operations
• Customer-facing experience in managing client relationships will be an advantage
• Proficient in MS Office applications (Outlook, Excel, Word, PowerPoint)
• Good technical knowledge of M&E systems, network critical infrastructure (CI), and data centre facility systems
• Strong communication skills, with the ability to manage customer needs and expectations effectively
• Willingness to support and respond to data centre incidents, including after office hours when required