Service Delivery Lead

Service Delivery Lead - Dublin/London/Amsterdam/Frankfurt

ATC is a global logistics, white glove, and technical services specialist for data centres. Our focus is on anticipating the critical needs of our clients and delivering industry-leading standards for safety, security and reliability. Since being established in 1979, we have continued to lead our dedicated teams across Europe to build strong relationships with our clients. Our mission is to deliver and install Europe's data centres with precision and care. We achieve this by focusing on our team and our services.

Our Team - Powered by people to keep data centres moving safely and securely. We recognise that our greatest strength is our staff, which is why we promote a culture of personal development and professional training, both internally and from leading industry bodies.

Our Services - We provide a range of specialised services tailored to the individual needs and demands of each client, their equipment, and their data centre infrastructure. From managing specialised computer transport, and IT relocation services, to logistics and planning, and data centre commissioning and decommissioning; we adapt our 40+ years of expertise to every situation. ATC operates in a dynamic global market where clients demand a service that is right first time, every time; we are recruiting motivated and driven people to work in a company that is Driving Forward.

This Role - The Service Delivery Lead is responsible for assisting the Key Account Manager by managing the day-to-day aspects of key client accounts. This role ensures smooth operations, provides expert support, manages project timelines, and resolves issues.

Work Location - This hybrid role is open to candidates based in Dublin, London, Amsterdam or Frankfurt.

Responsibilities

• Account Management: Support the Key Account Manager in ensuring smooth account operations. Work closely with the Key Account Manager and the Commercial team through regular internal meetings and regular meetings with clients. Maintain strong client relationships to build trust and promote effective collaboration by consistently engaging with clients and team members to address their needs and concerns.
• Operational Support: Serve as an operational point of contact for the customer, providing expert advice and support.
• Operations Management: Oversee the day-to-day operations of the account, ensuring seamless delivery of services and products. Collaborate closely with the Planning Team and Planning Team Lead to successfully meet client demands.
• Issue Resolution: Proactively manage and resolve issues, minimising downtime and ensuring customer satisfaction.
• Project Management: Coordinate and track projects to ensure deliverables are completed on time and within scope.
• Operational Expertise: Provide deep operational knowledge and insights to the customer, helping them maximise the value of our services.
• Process Improvement: Stay open to new ideas and identify opportunities to improve operational processes for both internal teams and customers.
• Collaboration: Work closely with the Planning Team, Technical Services, Health and Safety, and other internal teams to ensure alignment and support customer objectives.
• Reporting: Monitor and report operational metrics like rack counts, OTD, and issue resolution. Compile monthly highlights and data for the Business Review, and present insights both internally and to the client.

Requirements

• The ideal candidate will demonstrate strong negotiation skills, problem-solving abilities, and effective communication, all while contributing to the successful achievement of the organisation's goals.
• Education: Bachelor's degree in business or a related field preferred, but not essential
• Experience: Experience in account management, client services, or a related field is desirable but not required
• Strong negotiation and contract management skills
• Excellent communication and interpersonal skills
• Ability to understand and align with customer business objectives
• Demonstrated ability to manage complex tasks and support business growth
• Strong problem-solving skills and the ability to manage escalations effectively

Competencies

• Operational Proficiency: Deep understanding of the operational aspects of services and their application to customer needs
• Customer Orientation: Ability to anticipate and meet the operational needs of the customer
• Attention to Detail: Meticulous in managing operational details and ensuring accuracy
• Problem-Solving: Effective at diagnosing issues and implementing solutions quickly and efficiently

Location and Travel

• The position is open to candidates based in Dublin, London, Frankfurt, or Amsterdam
• This is a hybrid role, offering a flexible blend of in-office and remote work
• Candidates must have the legal right to work in the specified location; no Visa sponsorship will be provided
• A full clean driving licence is required
• Flexibility to travel within Europe/UK to meet with key clients

Please submit your updated CV/resume in English.

Benefits

• Competitive market salary
• Performance-based bonus
• Flexible/hybrid working environment
• AIG Virtual Care Programme
• Company pension plan (depends on local laws)
• Opportunity to work from abroad 30 days per year
• Opportunities for continuing professional development
• Sports & social club

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries: IT Services and IT Consulting

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