[Hiring] Team Manager @R-inhouse

Role Description

As Team Manager Remote Hands, you will be responsible for the performance, development and daily operations of a shift-based team providing on-site support within a data center environment.

• The Remote Hands team is often the first point of contact for incidents and service requests from colocation customers.
• Operating around the clock in rotating shifts, the team carries out physical tasks on customer equipment, supports customer access to the data center, troubleshoots operational issues and coordinates escalations when required.
• You will ensure that the team operates efficiently, consistently meets service level agreements (SLAs) and delivers a high standard of customer service.
• In addition to managing day-to-day operations, you will coach and develop team members, monitor performance against operational targets and continuously improve processes, documentation and ways of working.
• Working closely with other teams and departments, you will help ensure smooth operational handovers, effective incident management and reliable support for customers at all times.

Qualifications

• At least 4 years of experience in a similar role within data center operations or technical operations management, with a strong focus on team leadership.
• A solid understanding of data center infrastructure and operational processes.
• Proven experience leading, coaching and developing technical or operational teams.
• Experience managing operational performance, KPIs, service levels and resource planning.
• Strong organizational and prioritization skills, with the ability to delegate effectively.
• A high level of attention to detail and a commitment to operational quality.
• Strong communication skills and a customer-focused mindset.
• The ability to collaborate effectively with multiple teams and stakeholders.
• A proactive approach to problem-solving and continuous improvement.

Requirements

• Oversee the team's daily activities and ensure that incidents, service requests and on-site support tasks are handled efficiently and in accordance with established procedures.
• Support the professional development of team members through coaching, mentoring, performance reviews, development plans and training initiatives.
• Ensure appropriate resource planning, staffing and shift handovers to maintain operational continuity and consistent service delivery around the clock.
• Track operational targets, service level agreements and key performance indicators, ensuring that performance standards are consistently achieved.
• Identify opportunities to optimize workflows, improve efficiency and maintain accurate, up-to-date operational documentation.
• Act as a point of contact for customer escalations and high-priority issues, ensuring timely resolution and appropriate follow-up.
• Contribute to incident reports and root cause analyses, identifying recurring issues and implementing improvements to prevent recurrence.
• Work closely with other operational teams and departments to improve coordination, training, processes and overall service delivery.
• Challenge existing standards and take ownership of initiatives that improve operational quality, customer experience and team performance.
• Ensure that every customer interaction is handled professionally, efficiently and with a strong focus on resolving requests as quickly and effectively as possible.

Benefits

• A competitive salary, depending on your knowledge and experience.
• Participation in an annual company bonus scheme.
• A company pension plan.
• Internet and travel allowances.
• A lease bike scheme.
• 25 days of paid annual leave, with the option to buy or sell up to 5 additional days.
• Free lunch, parking and fresh fruit at the office.
• Access to a dedicated learning platform offering professional development opportunities, training courses and language courses.
• Regular company events, including summer parties, company runs, quarterly hackathons and other social activities.
• Monthly after-work drinks.
• A multicultural working environment with colleagues from more than 60 countries.