Position: Technology Management | Level 2 (USD)
Location: Franklin Township, New Jersey
Duration: 12 months
Job ID: MOR2JP00018304
Job Overview: The EDC North American Hardware Break/Fix Operations Manager is a senior leadership role responsible for overseeing the delivery of business-as-usual data center hardware operations across the Americas. This includes enterprise, colocation, exchange, WAN, and cloud environments. The role requires a proven ability to drive operational performance, build high-performing teams, foster accountability, and align service delivery with business priorities and technology objectives. The position is accountable for the operation, maintenance, governance, and service quality of critical hardware break/fix, IMAC, and smart hands services supporting IT operations across the Americas data center footprint.
Responsibilities: - Provide senior operational leadership and single-point accountability for IT hardware services across the Americas data center portfolio.
- Oversee hardware-related changes, significant events, incidents, and problems, including post-incident reviews and root cause analysis.
- Develop and maintain standard operating procedures, emergency response protocols, and preventive maintenance programs.
- Ensure effective resiliency planning and operational response by understanding data center design intent and service dependencies.
- Manage financials, cost control, regulatory compliance, personnel development, and health and safety measures.
- Deliver regular management reports on operational performance, service quality, and adherence to SLAs, KPIs, and governance standards.
- Communicate technical direction, objectives, and performance expectations to stakeholders and vendor partners.
- Manage incident communications, ensuring timely and accurate updates to senior management.
- Oversee compliance audits and ensure timely closure of follow-up items and corrective action plans.
- Coordinate with vendor partners and internal teams to resolve incidents during emergencies, including on-site support when required.
- Develop and execute environmental management plans to support sustainability and responsible data center operations.
Qualifications: - Bachelor's degree or equivalent experience in a critical operations environment.
- Strong understanding of managed service contracts, vendor performance management, and technical RFP leadership.
- Experience managing a sizeable P&L and operating within disciplined budget controls.
- Proven track record in strategic planning and execution.
- Deep understanding of critical support environments such as data centers, hospitals, or financial services facilities.
- Excellent communication, negotiation, and analytical skills with experience managing teams across regions and time zones.
- Strong networking skills and the ability to build and maintain professional relationships.
- Ability to produce high-quality reports and deliver persuasive communications to senior stakeholders.
- Demonstrated problem-solving skills and decision-making capability under pressure.
- Previous vendor negotiation and management experience for data center or construction contracts.
- Ability to write and review accurate support procedures and system documentation.
- Customer-focused mindset with a commitment to meeting stakeholder needs.
About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit ;br>
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Pay Range: $55-58
The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.
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