Division: CBRE Data Centre Solutions UK Job Title: Account Manager Location: Slough
Purpose of the Account Manager Role
The primary purpose of the Account Manager is to ensure 24/7/365 100% reliability and availability of critical equipment required to sustain the critical environment across the Data Centre portfolio.
Scope of the Role
This role involves all operational activities, including people management, maintenance and repair work required for Critical Environment equipment, supporting the data centre.
This encompasses, but is not limited to, electrical, mechanical, IT, monitoring, control systems, and asset management operations.
The role requires providing guidance, management, and development for the Supplier Team at the data centre and ensuring that Supplier financial and contractual commitments are met. It also involves the day-to-day oversight of the Data Centre Operations team.
Key Responsibilities
Cultivate and maintain a professional relationship with client representatives at the data centre to create a positive customer experience.
Achieve and exceed the KPIs and SLAs outlined in the statement of works / contract.
Assume full financial oversight for the contracted budget spend for the data centre.
Track PO and headcount information for monthly billing.
Prepare and manage monthly forecasting for billing and budget spend for the data centre.
Prepare site data required for monthly reports and meetings for the site, including Monthly Supplier Contract reviews, Quarterly Business Reviews (QBR), and other reports as needed.
Contribute to driving consistency across the site in activity management.
Ensure a unified approach is followed for the site.
Foster cooperation among Supplier teams across the site.
Provide guidance, advice, coaching, and direct assistance, as required, to Supplier employees at the data centre, covering training, assessment, recognition/reward, and appraisal systems.
Motivate and develop the Supplier team at the data centre and ensure that the culture and standards align with those established by Supplier.
Audit and monitor team efficiency and identify improvements and innovations that benefit both the client and Supplier.
Deliver effective business communication through advice, review, guidance, and direct contribution to management and team meetings, briefings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting, and other publications, as appropriate.
Provide a learning environment, and appropriate training and development planning.
Ensure basic training needs are met, that employees are fully competent in their roles, and can achieve their full potential.
Manage talent to ensure appropriate training plans and career progression are identified.
Effectively manage related activities, including regular management meetings; development of operational procedures; fostering positive relationships with the client; and providing services of the highest standards.
Manage annual maintenance service contracts within budgets.
Produce site-related financial activity and other statistical information and reports as requested, to contribute to regular management reports.
Act as the point of contact during significant events or multi-discipline technical escalations within the specified site.
Participate in business continuity plans as necessary.
Ensure data centre operations and business policies and processes are effectively communicated, implemented, and adhered to within the contract.
Ensure the provision of healthy and safe working conditions and that both Apple and Supplier’s Quality, Health Safety and Environment policies and processes are effectively implemented across both Supplier and subcontractors’ activities and are regularly reviewed.
Ensure optimal staffing structures are in place within teams, balancing cost reduction with the delivery of service excellence.
Ensure structures support fluctuations in workload and disaster recovery.
Ensure role holders are fully competent, and that effective succession planning arrangements are in place, monitoring staff retention rates and ensuring staff training & development plans are produced and implemented.
Ensure appropriate control systems are in place to meet statutory, policy, and contractual commitments.
Ensure a customer-focused approach within all areas of operational activities, and that effective relationships are maintained with key client representatives.
Ensure contractually agreed SLAs and KPIs within the Scope of Works (SOW) are met and necessary record retention demonstrating adherence.
Plan and schedule all maintenance subcontractor works and repairs.
Ensure all accounts and documentation associated with these subcontractors are current and up-to-date.
Ensure all subcontractors deliver quality and competent service and meet all contractual obligations.
Manage other tasks as directed by the senior management team.
Accountabilities
Accountable to the Supplier’s functional heads, as appropriate.
Maintains close working relationships with key client representatives.
Manages direct reports.
Has oversight for all sub-contractors managed by Supplier.
Holds financial oversight for the full budget and financial management on behalf of Supplier.
Reports directly to the Area General Manager.
Person Specification
Training
Must be able to demonstrate a career showing continuous personal development, ideally with experience in data centre management or a background within alternative critical environments.
Experience in finance with exposure to invoicing, budgets, and general business accounts.
Experience (Essential)
Data Centre experience is preferred; however, management experience within a critical environment is essential.
Must understand all associated safety code related requirements relevant to providing the service.
Experience with Health & Safety Risk Assessments and Control Measures.
Experience of maintaining critical and temperature-controlled conditioned environments.
Detailed understanding and experience of the electrical and mechanical systems used in a data centre environment, including Transformers, Generators, Fuel Systems, Switchgear, UPS systems, Battery banks, ATS/STS units, PDU/PMM units, Air handling units, chilled water systems, Fire Alarm systems, and Fire Suppression systems (pre-action sprinklers).
Prior operations management experience, including team management, work scheduling, and performance reviews.
Prior exposure to maintenance scheduling and subcontractor management and supervision.
Strong understanding of CMMS Computerised Maintenance Management Systems and tools.
Experience of managing escalation and emergency issues.
Experience in vendor management, with the ability to manage and monitor progress to ensure objectives are achieved for outsourced support and projects.
Familiarity with ISO audit processes and documentation.
Practical experience must include recruitment and line management/supervisory experience.
Experience in the development and review of teams, appraisal processes, and the application of effective people management practices.
Experience with project management principles.
Aptitudes
Excellent verbal, written, and interpersonal communication skills, with the ability to communicate intelligently and effectively with Supplier, employees, and subcontractors.
Proficiency in numeracy and computer literacy. Intermediate to advanced software skills – MS Office (Excel, and Word), Keynote, Visio, and Microsoft Project, etc.
Personal Attributes
Excellent motivational and influencing skills, demonstrating high levels of personal integrity.
Possesses a clear vision and the ability to communicate it effectively.
A role model for customer service excellence and astute in professional interactions.
Ability to communicate technical and business problems in a non-technical manner.
Maintains composure and performs effectively under pressure.
Able to make sound decisions when needed.
Analytical approach to work.
Creative problem-solving ability.
Able to contribute effectively across all business activities.
Possesses high energy, is a self-starter, confident, and demonstrates a steady temperament.
Organized, able to effectively prioritize and deliver within dynamic and high-pressure, business-critical environments.
EQUAL OPPORTUNITIES
CBRE is an equal opportunities employer and is committed to fostering a diverse and inclusive work environment. We do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. All qualified applicants will receive consideration for employment.
Why CBRE?
When you join CBRE, you become part of a leading global organization in commercial real estate services and investment, dedicated to helping businesses and people thrive. We are a team of dynamic problem solvers and forward-thinking professionals who create a significant impact in the industry. Our culture is built on our shared core values: respect, integrity, service, and excellence. We highly value the diverse perspectives, backgrounds, and skillsets of our people. At CBRE, you will have the opportunity to chart your own course, develop your skills, and realize your full potential. We welcome applications from all qualified candidates.
Applicant AI Use Disclosure We are committed to understanding each candidate's unique experience, skills, and aspirations. To ensure a genuine evaluation, we do not utilize artificial intelligence (AI) tools to make hiring decisions. We kindly request that candidates disclose any use of AI in the application and interview process to promote transparency and ensure a fair and equitable evaluation.
