National Customer Service & Security Manager Full-time
Titles: Customer Service Manager
At NEXTDC we are building the heart of Australia's high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies.
As an Australian head officed, ASX100 listed company we currently operate 14 data centres across Australia, with future national and international expansion planned.
At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.
NEXTDC is where the Cloud Lives, and where AI Thrives.
As our National Customer Service & Security Manager you will be responsible for the overall leadership and management of the Customer Service & Security Team across Australia. You will lead the overall operations of the team and manage the third party contract for Security operations.
Your key responsibilities will include Management of:
People: Leading our national team of professionals who deliver lifecycle management across customer experience and service management
Relationships: Establishing and maintaining strong customer relationships, leading client service review meetings and driving ongoing service improvements
Escalations: Coordinating issue/escalation resolutions with cross-functional teams along with preparation and delivery of postmortem reviews or service improvement plans
Purchasing: Responsibility for procurement and supplier management
Operational Security contracts: Overseeing the contract and driving ongoing continuous improvement, including monitoring contract performance and compliance
Demonstrated experience leading, managing and coaching a team
Five + years' experience in Customer Service Management or Security Lead operations within the Data Centre or ICT industry
Five + years' managing a third party contractor, including managing the tendering process
Experience in the development of services deployed into data centre environments
Baseline Clearance (NV1 highly desired)
Your proven commercial experience will see you bringing:
Strong people management skills including high level of interpersonal, communication and negotiation skills
National Operational Management experience
Strategic decision making skills, ensuring team operate efficiently and effectively
Strong analytical skills with the capacity to project manage and implement major change initiatives within a complex and fast paced business environment.
Deep understanding of the operational security landscape in Australia
Excellent stakeholder and client-management skills with the ability to advise and engage at all organisational levels.
This opportunity will see you working with world leaders in our space. Join our journey now and be an integral part of our ongoing success.
Seize this exciting opportunity to join one of Australia's fastest growing companies and play a key contributing role in the future of AI and the digital economy
Join an inclusive, diverse and values-driven working culture
Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
Great opportunities to progress within our company (grow as we grow)
Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.
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