Operations Lead, InCommand

Job description

Serverfarm is a leading developer and operator of data centers with over 750+ locations and key customer relationships in 45 countries. We're revolutionizing how data centers operate across North America, Western Europe, and Israel, serving the world's leading technology and hyperscale companies. With Manulife Investment Management's acquisition in 2023 and our award-winning InCommand platform we're positioned for explosive growth as AI adoption and cloud migration drive unprecedented demand for data center capacity. A career at Serverfarm means being at the forefront of digital infrastructure innovation, where your work directly impacts how the world's data is managed and secured. As we target 4x growth over the next four years, you'll have unprecedented opportunities to take on new challenges, develop cutting-edge skills, and grow your career across our expanding global operations. Join our team of innovators and help shape the future of sustainable data centers while building a career without boundaries. ### Key Accountabilities - Manage the InCommand Operations team day to day: set priorities, coach and develop each engineer, conduct performance reviews, and recruit as the team grows. - Own the team's operating standards. Know every process in detail, keep the procedures documented and current, and make sure each new hire is trained to the same standard. - Lead the onboarding of new customers and sites from kickoff through go-live, planning and scheduling each implementation, running the working sessions with the customer, tracking risks, reporting progress, and clearing whatever stands in the way. - Build each site's record in InCommand from its construction documents and a walk of the floor: spaces, racks, the power path from utility to rack, cooling, devices and cross-connects, reconciled against what is actually installed. Prepare and load the bulk-upload worksheets, and work with Integrations to define and validate the telemetry points each site requires. - Use AI assistants and automation to turn drawings, asset lists and field notes into structured, validated data, build repeatable extraction and validation workflows for the whole team, and audit existing site data to find and resolve discrepancies. - Support Serverfarm sites and customers in their daily use of the platform: power capacity monitoring, space and rack layouts, device lifecycle and moves, adds and changes, ports and cross-connects and the billing that depends on them, CMMS asset tracking and preventive maintenance scheduling, walk-around checklists, critical spares, and monthly customer reporting. Train customers and site teams so that the service desk is their first call. - Represent the users to the development teams: reproduce and document defects, write enhancement requests with clear acceptance criteria, test releases before they reach customers, and keep the help documentation current. ### Required Skills - 5+ years in or around data centers (operations, critical facilities, IT infrastructure or DCIM), including 2+ years formally managing engineers or technicians, with responsibility for priorities, coaching, performance reviews and hiring. - You have led projects end to end, coordinating with internal teams and external customers, owning scope, schedule, stakeholders and status. - You have worked with SCADA systems (BMS and EPMS) and read and interpreted data center construction documents: single-line diagrams, floor plans, rack elevations and panel schedules. - You use AI tools (Claude, ChatGPT or similar) every day to extract, structure and validate data, and you have built prompts and automations. - You have strong data skills: advanced Excel and Power Query, SQL, and structured formats such as CSV and JSON. - You communicate plainly, lead customer working sessions with confidence, and explain technical findings to non-technical audiences. - You work hard problems through to resolution on your own initiative, and you bring a specific question when you need help. ### Preferred Skills - Worked with a DCIM, DCFM or CMMS platform (Nlyte, Sunbird, Hyperview, MCIM or similar). - Written scripts in Python or PowerShell and worked with REST APIs. - Supported colocation customers directly, including their reporting and billing data. - Earned an ITIL or PMP certification. ### Compensation **COMPETITIVE COMPENSATION PACKAGE BETWEEN SALARY, BONUS + BENEFITS**