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Serverfarm

Posted 1 month ago

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Critical Facilities Operations Customer Liaison

HoustonOn-siteFull-time

AI Summary

The role serves as the primary operational liaison between data-center teams and customers, communicating maintenance, incidents, and service delivery while coordinating access and ensuring customer requirements are met.

About this role

Serverfarm is a leading developer and operator of data centers with over 750+ locations and key customer relationships in 45 countries. We're revolutionizing how data centers operate across North America, Western Europe, and Israel, serving the world's leading technology and hyperscale companies. With Manulife Investment Management's acquisition in 2023 and our award-winning InCommand platform we're positioned for explosive growth as AI adoption and cloud migration drive unprecedented demand for data center capacity.

A career at Serverfarm means being at the forefront of digital infrastructure innovation, where your work directly impacts how the world's data is managed and secured. As we target 4x growth over the next four years, you'll have unprecedented opportunities to take on new challenges, develop cutting-edge skills, and grow your career across our expanding global operations.

Join our team of innovators and help shape the future of sustainable data centers while building a career without boundaries.

The Data Center Operations Customer Liaison serves as the primary point of contact between data-center operations teams and customers. This role ensures clear, timely, and accurate communication regarding operational activities, maintenance events, incidents, and service delivery. The Customer Liaison plays a critical role in building customer trust, coordinating cross-functional responses, and ensuring customer requirements are understood and met without compromising operational integrity or uptime.

Key Responsibilities

  • Act as the primary operational point of contact for assigned customers.
  • Communicate planned maintenance activities and operational changes.
  • Provide real-time updates during incidents and emergency events.
  • Coordinate customer access requests and site visits.
  • Interface with operations, engineering, and security teams.
  • Track customer-impacting issues through resolution.
  • Participate in incident response and escalation calls.
  • Maintain records of customer communications and approvals.
  • Support customer onboarding, reviews, and audits.
  • Identify opportunities to improve customer communication processes.

    • Required Qualifications

  • Bachelor’s degree in Business, Communications, Engineering, or related field.
  • 5+ years of experience in customer-facing operational roles.
  • Strong written and verbal communication skills.
  • Experience supporting 24x7 operations.
  • Strong organizational and coordination skills.

    • Preferred Qualifications

  • Experience in data center or mission-critical environments.
  • Familiarity with ITIL or service delivery frameworks.
  • Experience supporting SLAs and customer audits.
  • Working knowledge of data center security and access processes.

    • Key Competencies

  • Customer relationship management
  • Incident communication and escalation
  • Cross-functional coordination
  • Operational awareness
  • Professional judgment under pressure

    • Skills

    Access Control ProcessesAudits SupportChange ManagementCross-functional CommunicationCustomer Relationship ManagementData Center Security BasicsDocumentation And Records ManagementEmergency Response CoordinationIncident EscalationIncident ManagementITIL KnowledgeOn-call/24x7 OperationsOperational ReportingOperations CoordinationService DeliverySite Access CoordinationSLA Support

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