The Technical Service Management Lead is responsible for maintaining high levels of customer satisfaction and fostering long-term relationships through expert technical support and relationship management. Aligned with the DCTSM Playbook and STT GDC operational standards, this role ensures 100% adherence to Service Level Agreements (SLAs) through real-time monitoring and proactive service delivery. The position is explicitly responsible for managing service lifecycles using ITIL methodologies, specifically governing incident management, change management, and service request fulfillment. Furthermore, the role involves critical infrastructure oversight, including the management and monitoring of power and cooling systems to ensure maximum uptime and efficiency. Operating within standard industry practices and global service frameworks, the role aims to achieve optimal customer retention, regulatory compliance, and seamless operational handovers from onboarding to offboarding. 

Key Duties and Responsibilities

•  Customer Relationship Management

  Develop and maintain relationships, serve as the primary contact for customers, provide updates on services.

• Technical Support and Expertise

  Provide support, resolve issues, assist with data center solutions deployment and optimization.

• Customer Success Initiatives

  Develop strategies to enhance satisfaction and retention, monitor KPIs, conduct reviews for improvement.

• Onboarding and Training

  Manage onboarding, conduct training sessions on best practices and service usage.

• Customer Feedback and Advocacy

  Collect and analyze feedback, advocate within the company, collaborate on product improvements.

• Compliance and Quality Control

  Ensure activities comply with regulations and standards, participate in audits, implement risk management strategies. 

Professional Background and Experience