Critical Services Manager
Yondr Group · United States
About Yondr
Yondr is a disruptor. We challenge convention and simplify complexity. A global developer, owner operator and service provider of data centers, we deliver complex data center capacity needs for the world’s largest tech companies. Our exponential growth sees us looking for extraordinary people to help accelerate us towards our vision: a tomorrow without constraints.
But we can’t do this without you.
About the Role
As the Critical Services Manager, you are responsible for assisting the Site Operations Manager with all aspects of data center operations including: environmental, health, and safety; customer service delivery; project work inside the critical spaces; and, ensuring Yondr’s facility management (FM) partners consistently meet service level agreements and other contractual obligations. The Critical Services Manager directly manages Yondr’s Shift Teams that provide around the clock Site coverage and ensures operational risks are identified and mitigated across all site activities to ensure facility up-time. The Critical Services Manager also supports the change management and problem management processes.
Main Responsibilities
The Critical Services Manager directly manages the Facility Shift Managers, leads the site operations team, and oversees service partners. The role ensures reliable, safe, and cost-effective data center operations while managing tenant service level agreements (SLAs), performance reporting, event notifications, and escalations. The responsibilities below distinguish accountability for outcomes and controls, responsibility for delivery, and consultation.
Critical Facility Operations, Governance and People Leadership
- Lead safe, reliable, and compliant critical facility operations, maintenance, controlled work, project readiness, and team performance.
- Manage daily operating plans, shift handovers, service partners, site documentation, critical spares, tools, operational rounds, BMS alarms, capacity constraints, preventive and corrective maintenance, CMMS records, maintenance deferrals, asset life cycle plans, emergency response, incident investigations, and continuous improvement.
- Maintain MOPs, SOPs, EOPs, risk registers, assessments, change controls, and critical approvals, escalating unresolved risks and driving actions to closure.
- Provide operational and maintainability input to designs, scopes, schedules, technical submittals, commissioning, handover, project controls, repairs, replacements, and capital projects.
- Develop direct reports through clear goals, performance management, coaching, training, competence management, workforce planning, onboarding, employee support, and secure offboarding.
Health, Safety, Quality and Environment
- Be accountable for HSE readiness, including daily workforce and HSE walks; permit-to-work and authorization-to-work administration; pre-task hazard assessments, controls, PPE compliance, incident and injury reporting, escalations, and risk assessment reviews; and ensuring employees and contractors follow emergency and standard operating procedures.
- Implement HSQE requirements, conduct emergency drills, and ensure hazards, near misses, investigations, and corrective actions are reported and closed.
- Own environmental plans, permits, supporting evidence, and provide operational input to asset and HSQE assurance, planning, training, and program development without assuming ownership of those assurance activities.
Commercial and Financial Administration
- Manage internal cost controls and prepare quotations, including project quotations.
- Provide consultative input on invoicing, partner onboarding, labor and maintenance forecasts, sourcing, self-delivery, maintenance optimization, budget preparation, and month-end activities.
- Support contract administration.
Customer Partnership and Service Performance
- Serve as the primary operational contact for customers.
- Build trusted relationships and maintain stakeholder engagement.
- Understand customer priorities and incorporate them into site operations.
- Monitor SLA performance and provide daily, monthly reports and KPI analysis.
- Communicate results and support quarterly business reviews and annual reporting.
- Lead customer improvement, innovation, and strategy sessions.
- Oversee reporting tools, systems, and value communications.
- Share best practices across the Yondr network to improve service reliability and the customer experience.
Qualifications and experience
- Bachelor’s degree in applicable engineering or facility management field preferred; equivalent experience will be considered.
- 6+ years of relevant experience, with 3+ years in data centers or critical environments preferred.
- Strong understanding of critical environment design, maintenance and operation, preferably in data centers.
- Proven people management skills and ability to lead a high-performing team.
- Ability to build trusted relationships with teams, external stakeholders and vendors to influence business outcomes.
- Strong verbal and written communication skills.
- Results-oriented, highly accountable and well organized.
- Self-starting and proactive.
- Strong attention to detail with the ability to understand the big picture.
- Ability to lead through change while adapting to shifting priorities.
- Awareness of trends and innovations that add value to the business.
At Yondr, we want to enhance the diversity, equity, inclusion and belonging of our workforce to reflect the world we live in. Our roles are potential opportunities for everyone; all interested parties, regardless of nationality, race, ethnicity, religion, age, sexual orientation, or gender, are welcome to apply. We ensure all candidates have equitable access and consideration throughout the hiring process.
Yondr is committed to fostering a welcoming, safe, and inclusive work environment. We provide support through our benefits, which are inclusive of all backgrounds.