Data Centre Area Operations Manager

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Job Description:

Area Operations Manager - Data Centre

Position Overview

The Area Operations Manager is responsible for overseeing the operational excellence of multiple data centre facilities, managing client relationships, and ensuring seamless service delivery across business-as-usual operations, transitions, and new client onboarding. This role serves as the primary operational interface between JLL and data centre clients, driving performance, compliance, and continuous improvement across all managed facilities.

Key Responsibilities

Client Relationship & Service Delivery Management

Serve as the primary operational point of contact for assigned data centre clients, maintaining strong relationships and ensuring alignment between client expectations and service delivery outcomes. Conduct regular business reviews with clients to present performance metrics, operational achievements, improvement initiatives, and address concerns proactively. Develop deep understanding of each client's business objectives, operational requirements, technical standards, and organizational culture to tailor service delivery approaches accordingly.

Ensure consistent delivery of contracted service levels across all facilities within the assigned portfolio, monitoring KPIs and SLAs to identify performance gaps and implement corrective actions. Act as escalation point for operational issues, coordinating cross-functional resources to resolve complex problems and minimize impact on client operations. Build trusted advisor relationships with client stakeholders at multiple levels, from facility managers to senior leadership.

Business-As-Usual Operations Management

Oversee day-to-day operations of assigned data centre facilities, ensuring adherence to operational procedures, safety protocols, environmental standards, and client-specific requirements. Coordinate preventive and corrective maintenance activities across mechanical, electrical, and plumbing systems to maximize uptime and equipment reliability. Manage vendor relationships and service contracts, monitoring performance, ensuring compliance with SLAs, and driving continuous improvement in third-party service delivery.

Implement and maintain operational procedures, standard operating procedures, and emergency response protocols aligned with industry best practices and client requirements. Monitor facility performance metrics including power usage effectiveness, cooling efficiency, uptime statistics, and incident response times to identify optimization opportunities. Lead routine operational reviews, safety inspections, and compliance audits to maintain facility certifications and regulatory compliance.

Ensure all services are delivered in accordance with contractual obligations while identifying and managing commercial risks, contractual deviations, and change requests.

Manage operational budgets for assigned facilities, tracking expenses against forecasts, identifying cost optimization opportunities, and ensuring financial performance aligns with client expectations and JLL profitability targets. Coordinate capacity planning activities, monitoring space, power, and cooling utilization to support client growth requirements and prevent resource constraints.

Transitions & Client Onboarding

Lead transition planning and execution for new client onboarding, taking full accountability from contract signature through stabilization of ongoing operations. Develop comprehensive transition plans that address knowledge transfer, documentation requirements, system integration, team mobilization, and risk mitigation strategies with clearly defined milestones and success criteria.

Conduct thorough due diligence and discovery activities during transition planning, including facility assessments, documentation reviews, process evaluations, and stakeholder interviews to identify gaps, risks, and improvement opportunities. Collaborate with client teams to understand existing operational models, service delivery expectations, technical infrastructure, vendor relationships, and organizational dependencies.

Coordinate mobilization of JLL resources including recruitment, training, and deployment of operational teams to support new client facilities. Establish governance structures, communication protocols, escalation procedures, and reporting frameworks tailored to client requirements and JLL standards. Manage transition risks proactively through regular risk assessments, mitigation planning, and stakeholder communication.

Day One & Go-Live Readiness

Ensure comprehensive readiness for Day One operations by validating completion of all transition activities, including documentation transfer, system access provisioning, vendor handovers, team training completion, and operational procedure implementation. Conduct readiness assessments using structured checklists covering people, processes, systems, documentation, and compliance requirements to confirm preparedness across all operational domains.

Develop and execute detailed go-live plans that minimize disruption to client operations, including communication plans, cutover activities, contingency procedures, and rollback protocols. Coordinate go-live activities across multiple stakeholders including client teams, JLL operational staff, vendors, and technology partners to ensure synchronized execution.

Establish Day One operational support protocols including enhanced monitoring, rapid response procedures, stakeholder communication cadences, and issue resolution processes to address problems quickly and maintain service continuity. Lead post-go-live stabilization efforts, monitoring performance closely during initial operational period, addressing emerging issues proactively, and refining processes based on early operational experience.

Conduct post-implementation reviews to capture lessons learned, document successes and challenges, and identify improvement opportunities for future transitions. Transition accountability from project mode to steady-state operations, ensuring smooth handover of knowledge, responsibilities, and client relationships to ongoing operational teams where applicable.

Team Leadership & Development

Lead, coach, and develop operational teams across assigned facilities, fostering culture of excellence, accountability, and continuous improvement. Conduct performance management activities including goal setting, regular feedback, performance reviews, and career development planning. Recruit, onboard, and train new team members to build high-performing operations teams with appropriate technical competencies and client service orientation.

Promote safety culture across all facilities, ensuring team members understand and comply with safety protocols, participate in safety training, and contribute to hazard identification and risk mitigation efforts. Foster collaborative environment that encourages knowledge sharing, cross-functional cooperation, and innovative problem-solving.

Partner with account leadership teams to identify growth opportunities, support contract renewals, and contribute to strategic account plans.

Compliance & Risk Management

Ensure compliance with all applicable regulations, industry standards, and client requirements including health and safety legislation, environmental regulations, data protection requirements, and industry certifications. Maintain facility certifications and accreditations through regular audits, gap assessments, and remediation of non-conformances.

Conduct regular risk assessments to identify operational, safety, environmental, and business continuity risks, developing and implementing mitigation strategies. Manage incident response and business continuity planning, ensuring facilities have current emergency response procedures, tested backup systems, and trained response teams. Maintain compliance with client security requirements including background screening, access control procedures, and confidentiality protocols.

Act as the accountable leader for HSE performance across all managed facilities, driving a zero-incident culture and ensuring compliance with all life-safety and critical environment safety requirements.

Continuous Improvement & Innovation

Drive continuous improvement initiatives across assigned facilities, identifying opportunities to enhance operational efficiency, reduce costs, improve service quality, and increase client satisfaction. Implement best practices and lessons learned from across JLL's global data centre portfolio, adapting approaches to local context and client requirements.

Champion adoption of new technologies, tools, and methodologies that enhance operational effectiveness including predictive maintenance systems, IoT monitoring solutions, automation technologies, and digital workflow platforms. Participate in benchmarking activities to compare facility performance against industry standards and identify areas for improvement.

Lead response to high-severity operational events, conduct post-incident reviews, approve root cause analyses, and ensure timely closure of corrective actions.

Identify & Support sustainability initiatives including energy optimization, water conservation, carbon reduction programme, and ESG reporting in alignment with client and corporate sustainability objectives

Reporting & Documentation

Maintain comprehensive operational documentation including procedures, work instructions, maintenance records, incident logs, and compliance documentation. Prepare regular operational reports for clients and internal stakeholders covering performance metrics, operational highlights, issues and resolutions, improvement initiatives, and upcoming activities.

Document lessons learned from transitions, incidents, and improvement initiatives to build organizational knowledge and enhance future performance. Maintain accurate records in JLL systems including CMMS, CAFM, and client reporting platforms.

Required Qualifications

Education & Certifications

Bachelor's degree in Engineering, Facilities Management, Business Administration, or related technical field. Advanced degree or professional certifications preferred. Relevant industry certifications such as Certified Data Centre Management Professional (CDCMP), Certified Data Centre Specialist (CDCS), or equivalent data centre operations credentials highly desirable. Additional certifications in project management (PMP, PRINCE2), facilities management (CFM, FMP), or relevant technical disciplines valued.

Professional Experience

Minimum 7-10 years of progressive experience in data centre operations, critical facilities management, or related technical operations environment with demonstrated leadership responsibilities. At least 3-5 years of experience managing multiple client relationships, with proven track record of maintaining high client satisfaction and successfully navigating complex stakeholder environments.

Direct experience leading transitions, client onboarding projects, or facility startups in mission-critical environments required. Demonstrated experience managing Day One readiness and go-live activities for critical infrastructure or data centre facilities essential. Experience working in outsourced facilities management or professional services environment strongly preferred, with understanding of commercial frameworks, SLAs, and client relationship dynamics.

Technical Knowledge & Skills

Deep understanding of data centre infrastructure including electrical systems (UPS, generators, PDUs, switchgear), mechanical systems (CRAC/CRAH units, chillers, cooling towers), fire suppression systems, building management systems, and physical security systems. Knowledge of data centre industry standards and best practices including Uptime Institute Tier classifications, TIA-942 standards, ISO 27001, and relevant safety and environmental regulations.

Strong project management capabilities with ability to plan, coordinate, and execute complex initiatives involving multiple stakeholders and workstreams. Proven ability to develop comprehensive project plans, manage risks, track progress, and deliver results on time and within budget. Proficiency with facilities management systems (CMMS, CAFM), reporting tools, and Microsoft Office suite.

Understanding of operational and capital budgeting, financial analysis, and cost management in facilities context. Ability to analyze operational data, identify trends, and generate insights that drive decision-making and improvement initiatives.

Leadership & Interpersonal Skills

Exceptional client relationship management skills with ability to build trust, manage expectations, handle difficult conversations, and maintain positive relationships under pressure. Strong leadership presence with ability to inspire and motivate teams, drive accountability, and create culture of excellence and continuous improvement.

Excellent communication skills with ability to convey complex technical information to diverse audiences including technical staff, client executives, and senior leadership. Skilled at facilitating meetings, presenting to groups, and creating clear written communications including reports, presentations, and procedures.

Demonstrated ability to work effectively in matrix organization, collaborating across functions and geographies to achieve shared objectives. Strong influencing skills with ability to drive results through others without direct authority. Problem-solving mindset with analytical approach to identifying root causes, evaluating alternatives, and implementing effective solutions.

Ability to remain calm and effective under pressure, managing multiple competing priorities and responding to urgent situations with sound judgment. High degree of personal accountability and ownership mentality, taking initiative to address problems and drive outcomes.

Additional Requirements

Flexibility to work non-standard hours including evenings, weekends, and holidays as required to support 24/7 data centre operations and respond to operational needs. Ability to be on-call for emergency situations and respond promptly when critical issues arise. Willingness to travel regularly between assigned facilities within geographic area, with occasional travel to other locations for training, meetings, or support.

Physical ability to conduct facility inspections including walking extended distances, climbing ladders and stairs, and accessing equipment in challenging environments. Ability to work in data centre environments with varying temperatures, noise levels, and physical demands.

Valid driver's license and ability to travel independently between facility locations. Must successfully complete background screening, security clearance requirements, and any client-specific vetting processes.

Performance Metrics

Performance in this role will be evaluated based on client satisfaction scores and retention rates, achievement of contracted SLAs and KPIs across assigned facilities, successful completion of transitions and onboarding projects within scope, timeline, and budget parameters, facility uptime and reliability metrics, operational cost management and budget adherence, team performance and development outcomes, compliance audit results and regulatory adherence, incident response effectiveness and problem resolution, implementation of continuous improvement initiatives and measurable impact, and quality of documentation, reporting, and stakeholder communications.

Reporting Relationship

This position reports to the Regional Operations Director or Senior Operations Manager for Data Centres and maintains regular coordination with client stakeholders at various organizational levels.

Location

This position is based in Johar Bahru with responsibility for multiple facilities across Johar Bahru.  Regular travel between assigned facilities is deemed required.

JLL is committed to creating an inclusive work environment and equal opportunity employer. We value diversity and are committed to recruiting, developing, and retaining the most talented people from diverse backgrounds, perspectives, and skills.

Location:

On-site –Johor Bahru, Malaysia

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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