Team Manager Remote Hands

About our client

Our client is an international provider of IT infrastructure, cloud services and data center solutions, supporting businesses worldwide with reliable, scalable and high-performance infrastructure.

The organization operates in a demanding, technology-driven environment where service availability, operational excellence and customer satisfaction are essential. Its data center teams ensure that customers receive reliable support and that incidents and service requests are handled efficiently around the clock.

You will join an international and multicultural organization where collaboration, technical expertise and continuous improvement play an important role in delivering high-quality services to customers.

About the role

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.

Key responsibilities

• Lead daily operations: 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.
• Develop and coach the team: Support the professional development of team members through coaching, mentoring, performance reviews, development plans and training initiatives.
• Manage shift operations: Ensure appropriate resource planning, staffing and shift handovers to maintain operational continuity and consistent service delivery around the clock.
• Monitor performance and KPIs: Track operational targets, service level agreements and key performance indicators, ensuring that performance standards are consistently achieved.
• Improve and document processes: Identify opportunities to optimize workflows, improve efficiency and maintain accurate, up-to-date operational documentation.
• Manage incidents and escalations: Act as a point of contact for customer escalations and high-priority issues, ensuring timely resolution and appropriate follow-up.
• Support incident analysis: Contribute to incident reports and root cause analyses, identifying recurring issues and implementing improvements to prevent recurrence.
• Collaborate across departments: Work closely with other operational teams and departments to improve coordination, training, processes and overall service delivery.
• Drive continuous improvement: Challenge existing standards and take ownership of initiatives that improve operational quality, customer experience and team performance.
• Deliver excellent customer service: Ensure that every customer interaction is handled professionally, efficiently and with a strong focus on resolving requests as quickly and effectively as possible.

What we are looking for

You are an experienced operational leader who knows how to manage a shift-based team in a technically demanding environment. You combine strong people management skills with a structured approach to operations, performance management and customer service.

You are comfortable making decisions, managing competing priorities and taking ownership of incidents and escalations. You also understand the importance of clear communication, accurate documentation and consistent processes in a 24/7 data center environment.

In addition, you bring:

• 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.

What our client offers

Our client offers an international working environment where you can make a meaningful contribution to the performance of critical IT infrastructure services while developing your leadership skills.

The employment package includes:

• 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.

Interested?

Are you ready to lead a team responsible for reliable, round-the-clock support within a data center environment? Do you enjoy developing people, improving operational performance and ensuring excellent customer service?

R-INHOUSE Recruitment would be pleased to tell you more about this opportunity and discuss how your experience and ambitions align with the role.

Contact R-INHOUSE Recruitment for a confidential introduction and take the next step in your career in data center operations.