About this role
Why This Role Exists Clients need a single point of contact who actually understands hardware, not just a relationship manager who has to relay every technical question Projects span hardware deployment, structured cabling, power/cooling, and remote hands — someone has to own the full picture Tickets get lost between technical and commercial teams — this role closes that gap We are scaling and need a manager who can build process while staying hands-on with clients Key Responsibilities Client Ownership Act as the primary technical point of contact for assigned client accounts throughout the project lifecycle Lead client onboarding, scoping calls, and technical review meetings Translate client requirements into actionable work orders and internal tickets Manage SLA commitments, report on delivery status, and handle escalations directly — without requiring handoffs Build long-term relationships that reduce churn and increase account expansion Project & Ticket Management Own the full ticket lifecycle in Jira, ServiceNow, or equivalent ITSM platform Create, assign, prioritize, and close tickets with clear documentation at every stage Track multi-workstream projects across planning, procurement, deployment, and sign-off Identify blockers early and coordinate cross-functional resolution without escalating everything upward Maintain a live project dashboard that clients and internal stakeholders can rely on Datacenter & Technical Operations Oversee on-site and remote-hands work: server rack/stack, hardware break-fix, cabling, power, and cooling Review and validate work orders for technical accuracy before client-facing delivery Coordinate with vendors and hardware suppliers on procurement, lead times, and RMA logistics Ensure adherence to datacenter safety, change management, and access protocols Provide technical guidance to junior technicians and contractors on-site Budget & Commercial Oversight Track project budgets, flag overruns, and submit change orders when scope shifts Review vendor invoices and validate against approved work orders Assist in preparing quotes and SOWs for new client engagements Maintain procurement records and ensure contract compliance for hardware and services Team Management Manage a team of technicians and/or project coordinators remotely that work onsite. Set weekly priorities, conduct 1:1s, and run shift/resource planning Build and maintain SOPs, runbooks, and onboarding materials for repeatable processes Identify skill gaps and work with leadership on training and hiring plans