COMPANY DESCRIPTION
1-Net manages carrier-neutral Internet Data Centers, along with providing a comprehensive range of integrated services including network connectivity, managed services, work area recovery suite, cloud and media delivery services. 1-Net’s Data Center Corridor initiative currently interconnects key data centers in Singapore to facilities quick deployment and providing a diverse connectivity options for enterprises and service providers.
We are committed to creating an inclusive and diverse workplace where talent thrives. Our hiring decisions are made based on merit and fit-to-role. If you have a disability or special need which requires accommodation to participate in the recruitment process, please inform us when you submit your online application.
We will be happy to support as necessary.
Thank you for your interest and application to this role. Please note that only short-listed candidates will be contacted.
RESPONSIBILITIES
Purpose of this role
To lead and manage customer service delivery projects, ensuring timely implementation, effective coordination with customers and internal stakeholders and successful service handover in accordance with agreed contractual requirements.
Key Responsibilities & Challenges
- Manage assigned service delivery projects matters.
- Ensure timely and cost-effective delivery of customer service requests and project deliverables in accordance with agreed and contractual requirements.
- Conduct regular meetings with customers to review project progress, incidents and other project-related matters.
- Lead and coordinate assigned customer delivery projects from planning and implementation through testing, commissioning and final handover.
- Manage and monitor project schedules, milestones, resources, risks and deliverables using project management tools, including Gantt charts to ensure timely and effective project delivery.
- Coordinate internal teams, contractors, vendors and stakeholders to ensure effective project execution.
- Monitor project progress, address implementation challenges and escalate potential delays or risks to management.
- Ensure project documentation, testing records, acceptance requirements and handover deliverables are properly completed.
- Support internal audit activities and ensure applicable compliance requirements are addressed.
- Establish and maintain a working environment conducive to positive morale, teamwork, quality and continuous improvement.
- Provide input and assistance in the planning, implementation and improvement of existing operations, systems and procedures relating to assigned projects and services.
- Negotiate solutions, resolve conflicts and manage critical situations to support successful service delivery.
- Review periodic project monthly reports prior to submission to customers and stakeholders.
- Coordinate structured cabling installation, implementation and cross-connect provisioning to meet customer requirements.
- Liaise with internal teams and contractors to ensure timely completion of cabling works and service activation.
- Coordinate the internal and external delivery and operational support of assigned infrastructure systems and managed services, including DCIM, CCTV and other related platforms, covering system monitoring, incident investigation, troubleshooting and coordination of technical issue resolution.
- Facilitate system integration with data centre infrastructure and related equipment, including resolution of communication, monitoring and data collection issues.
- Coordinate and follow through on project incidents and technical issues until resolution, including escalation and coordination with relevant system owners, internal teams and vendors where required.
- Support system enhancement, upgrade and continuous improvement initiatives, including testing, implementation and operational handover.
- Collaborate with Service Owners to improve service delivery processes, operational efficiency and customer experience.
- Provide support to quality and process improvement initiatives.
QUALIFICATIONS
- Diploma or Degree in Engineering
- Project Management certification/qualification preferred
- Minimum 4 years working in a commercial Data Centre environment
- Experience in Data Center service delivery roles
- Good project management experience
- Experience managing multiple customer-facing projects, coordinating technical teams and vendors, and ensuring timely service handover
Functional Competencies
- Customer Service Delivery
- Stakeholder & Vendor Management
- Risk management
- Reporting
Technical Skills/ knowledge
- Project Management
- Risk Management & Problem-Solving
- Change Management
- Data Center Hosting Service
- Structured Network Infrastructure
- Working knowledge of Microsoft Project, Excel, PowerPoint, Word, Visio and AutoCAD
- Familiarity with structured cabling, cross-connect provisioning, DCIM, CCTV or related infrastructure systems would be advantageous.
- Familiarity with project management tools, including Gantt charts, project schedules, progress trackers and risk registers.
- General technical and functional knowledge of data centre infrastructure, space planning, etc