Why we need this role

Lead and manage a 24/7 Remote Hands (RH) service for Colt DCS, supporting both internal and external customers. Drive the development and implementation of new services aligned with business and customer requirements, while delivering an excellent customer experience and maintaining high satisfaction levels.

What we're looking for

Key Accountabilities

Team Leadership & Operations

• Lead and supervise the Remote Hands team, including workload planning and resource allocation
• Ensure customer ticket queues are effectively managed and maintained
• Act as a technical escalation point for complex queries
• Oversee subcontractors and manage third-party contractor activities on site
• Supervise RH subcontractor (NP Group) performance
• Drive operational efficiency and reduce repeat incidents

Service Delivery & Customer Support

• Manage and validate Remote Hands tickets and cross-connect requests
• Respond to customer requests in line with SLAs/OLAs
• Support customer tours and site visits
• Liaise directly with customers on installations and service delivery
• Maintain a high-quality customer experience

Sales & Pre-Sales Support

• Support sales teams with PWG requests and power audits
• Assist with solution design and pre-sales activities such as floor plans

Implementation & Project Support

• Support build planning and execution
• Procure equipment such as racks and PDUs
• Manage tickets and FTN processes
• Oversee service delivery and handover

Administration & Reporting

• Assist with quotes and purchase orders
• Maintain capacity reports and floor plans
• Standardise processes including cabling, labelling & testing

Role-Specific Requirements

Operational Management & Compliance

• Maintain data centre operations in line with best practices
• Manage systems such as FNT, Cherwell, SugarCRM, and Visio
• Raise change requests in line with Colt processes
• Issue Permits to Work (PTW)

Facilities & Environment

• Ensure compliance with security and regulatory requirements
• Monitor and escalate equipment issues

Health, Safety & Security

• Promote a strong health and safety culture
• Ensure site cleanliness, safety, and security
• Report risks and unsafe conditions immediately

Service & Technical Activities

• Install and decommission hardware
• Perform reboots and hardware resets
• Monitor device status and perform audits
• Carry out patching for copper and fibre services
• Troubleshoot technical issues

Logistics & Inventory

• Manage stock and storage areas
• Handle deliveries securely
• Ensure efficient use of resources to maintain profitability

Additional Responsibilities

• Escort customers and contractors
• Support service delivery teams
• Participate in customer meetings where required

Experience & Qualifications

Essential 

• Working experience of data centre environments
• Good work experience & understanding of Copper & fibre installation & testing
• Understanding of IT infrastructure i.e. network & server environments
• Experience in managing teams
• Strong customer facing focus
• Ability to manage escalations calmly & credibly to a final resolve

Desirable

• Experience in configuration of network & server hardware

Qualifications

• Relevant copper & fibre media  i.e.  Certified Network Cable Installer

Language

• Fluent English