Overview
We are looking for an experienced managed services leader to build and run OneQode's global customer operations function. As our customer base and footprint grow, we need our NOC and SOC teams working as one customer-focused support team with a shared service model, clear SLAs and a consistent customer experience.
You will start by building the function: the operating model, processes, tooling and team structure. You will then run it day to day, owning its performance and improving it as we expand into new markets and bring new data centres online.
Responsibilities
- Design the operating model for a combined NOC and SOC team, including structure, shift coverage and escalation paths.
- Define the service catalogue, SLAs and KPIs, and the ITIL-aligned processes behind them.
- Consolidate tooling for ticketing, monitoring, alerting and reporting.
- Lead and develop NOC and SOC team leads and engineers across locations and time zones.
- Act as the escalation point for major incidents and security events.
- Run service reviews with key customers and report on performance to leadership.
- Manage the function's budget and contribute to service agreements and commercial models.
Preferred Skills and Experience
- 7+ years in IT operations, including leadership at a managed service provider (MSP or MSSP).
- Experience leading NOC or SOC operations, with solid exposure to the other.
- A track record of building or restructuring a support or operations function.
- Strong knowledge of ITIL, SLAs and operational reporting.
- Commercial experience, such as P&L, budgets or service agreements.
- Experience leading teams across countries and time zones.
- Builder's mindset. You enjoy creating structure where there isn't one yet.
- Customer-focused. You measure success by the customer's experience, not just by uptime.
We do not expect every candidate to have experience in all of these areas. If you have strong service leadership fundamentals, good judgement and the right mindset, we would still like to hear from you.
About OneQode
OneQode is a global provider of performance digital infrastructure. Our vertically integrated platform spans cloud compute, low-latency networking and sovereign technology across more than 30 data centres on 5 continents. We are deploying and scaling AI infrastructure for customers, bringing together compute and connectivity to support their growth. We support enterprises, governments and performance-driven businesses in running AI and mission-critical workloads at scale, worldwide.