EDC Hardware Break/Fix Operations Manager

The Group:

Enterprise Data Centre (EDC) is a global organization within the Firm’s Technology Division, accountable for the strategy, provisioning, operation, and lifecycle management of the Firm’s data centre portfolio. EDC oversees the end-to-end delivery of data centre services, from initial requirements and construction through day-to-day operations, technology placement, rack-and-stack execution, and physical asset lifecycle management.

EDC supports the Firm’s business and technology objectives by delivering resilient, scalable, and efficient data centre services through a global team of approximately 300 professionals. The organization manages a portfolio of approximately 400,000 square feet of data centre space, more than 32 megawatts of critical power, and an annual operating budget exceeding $200 million.

Through a focus on operational excellence, engineering standards, risk management, capacity planning, application migration support, tooling and automation, and strategic execution, EDC is responsible for maintaining the stability, efficiency, and long-term resiliency of the Firm’s critical data centre environments.

Basic Function:

The EDC North American Hardware Break/Fix Operations Manager is responsible for leading the delivery of business-as-usual data centre hardware operations across the Americas, including enterprise, colocation, exchange, WAN, and cloud environments.

This senior leadership role requires a proven ability to drive operational performance, build and develop high-performing teams, foster a strong culture of accountability, and align service delivery with business priorities and technology objectives.

The position is accountable for the overall operation, maintenance, governance, and service quality of critical Hardware Break/Fix, IMAC, and Smart Hands services supporting IT operations across the Americas data centre footprint. Responsibilities include team and talent management, critical event response, incident and problem management, change management, risk mitigation, cost and contract oversight, and ownership of key stakeholder relationships with internal clients and the Company's Data Centre Operations.

The role requires the ability to provide or coordinate 24x7 escalation support, including participation in an on-call model and occasional scheduled weekend coverage as business needs require.

Principal Responsibilities and Duties:

• Provide senior operational leadership and single-point accountability for the integrated, hands-on management of IT hardware services across the Company’s Americas data center portfolio.
• Own and oversee hardware-related changes, significant events, incidents, and problems from initiation through closure, including post-incident reviews, root cause analysis, corrective actions, and management follow-up.
• Develop, maintain, and continuously improve standard operating procedures, emergency response procedures, preventive maintenance programs, and technical documentation.
• Maintain a deep understanding of data center design intent, operating models, contingency plans, and service dependencies to support effective resiliency planning and operational response.
• Provide disciplined oversight of financial management, cost control, regulatory and code compliance, personnel management, staff development, health and safety, statutory obligations, environmental controls, and energy management.
• Deliver regular management reporting that demonstrates operational performance, service quality, and adherence to internal OLAs, SLAs, KPIs, and governance expectations.
• Communicate operating principles, technical direction, objectives, and performance expectations clearly to the Company's stakeholders, vendor partners, and critical facilities management teams.
• Manage communications during incidents, ensuring timely, accurate, and authoritative updates to senior management; review incident reports, identify trends, document lessons learned, and recommend corrective actions.
• Oversee internal and external technical, statutory, and regulatory compliance audits, ensuring ownership, timely closure of follow-up items, and completion of corrective action plans.
• Coordinate with vendor partners and internal teams to resolve incidents during emergency situations, including on-site dispatch when required to investigate, assess, and support resolution of critical issues.
• Develop, obtain approval for, and execute environmental management and reporting plans that support carbon footprint management, sustainability, and responsible data center operations.

Minimum Requirements:

Knowledge, skills, and abilities required to qualify for the position.

• Degree-level education with a relevant professional qualification preferred, or demonstrable equivalent experience in a comparable critical operations environment.
• Strong understanding of managed service contracts, service scope definition, vendor performance management, and technical RFP leadership for new services, rebids, and expanded scope.
• Experience managing a sizeable P&L and operating within disciplined operating and capital budget controls, with strong commercial awareness, business acumen, and financial accountability.
• Proven track record in the development and execution of strategic plans and initiatives.
• Strong understanding of critical support environments, such as data centers, hospitals, power plants, military facilities, financial services facilities, or other mission-critical operational settings.
• Excellent communication, negotiation, influencing, and analytical skills, with a demonstrated track record of leading, developing, and managing teams across regions, locations, and time zones.
• Strong networking skills, current industry knowledge, and the ability to build and maintain effective professional relationships.
• Ability to produce high-quality reports and presentations and deliver effective, persuasive communications to senior stakeholders.
• Demonstrated ability to solve complex problems, assess multiple resolution paths, and deliver effective outcomes in high-pressure, time-sensitive situations.
• Previous vendor negotiation and management experience for data center and/or construction contracts.
• Ability to write and review accurate and complete support procedures, system documentation, and issue tracking entries.
• Sound judgment and strong decision-making capability under pressure, with the ability to prioritize effectively and communicate clearly across a complex, fast-paced stakeholder environment.
• Customer-focused service delivery mindset, with a commitment to meeting the needs of internal stakeholders, business partners, and technology clients.

Key Relationships:

The role requires close collaboration with representatives from Critical Infrastructure, SETI, Corporate Services and Security, Reengineering and Expense Management, MS Real Estate, MS IT Groups, and external vendors. The individual must be able to develop and maintain effective working relationships across regions and time zones.