Head of Mission Critical Services EMEA

Posted 11 hours 13 minutes ago by Johnson Controls, Inc.

150 000,00 € - 200 000,00 € Annual
Permanent
Full Time
Other
Dublin, Dublin, Ireland
Job Description
What you will do

The Mission Critical Services Manager - EMEA is responsible for leading the delivery, performance, and growth of mission-critical service operations across the EMEA region. This role ensures consistent, high-quality service for hyperscale, colocation, and enterprise data center customers, with a strong focus on uptime, responsiveness, and operational excellence. The role requires a proven leader with experience mobilizing, coordinating, and managing remote field engineering teams across multiple countries.

How you will do it 1. Service Delivery Leadership
  • Lead and manage mission-critical service operations across EMEA, ensuring SLA adherence and customer satisfaction.
  • Oversee preventive and corrective maintenance, emergency response, and upgrade/retrofit programs.
  • Ensure compliance with live-site protocols, MOP/SOP standards, and risk mitigation procedures.
2. Remote Field Team Mobilization & Management
  • Mobilize, schedule, and coordinate multi-disciplinary field teams across multiple countries.
  • Manage remote technicians and engineers, ensuring resource availability and competency alignment.
  • Develop cross-regional capability for rapid deployment to critical incidents.
3. Customer & Stakeholder Management
  • Act as the primary escalation point for major EMEA service events.
  • Maintain strong relationships with hyperscalers, colocation providers, and strategic enterprise accounts.
  • Support commercial teams in renewals and service expansion opportunities.
4. Operational Governance & Performance
  • Own operational KPIs including response times, SLA compliance, and service margins.
  • Implement continuous improvement programs across all service operations.
  • Standardize service delivery processes across the region.
5. Technical Assurance & Quality
  • Ensure field teams deliver high-quality work aligned with data center standards (Tier III/IV, EN50600).
  • Oversee root-cause analysis for severe incidents, implementing corrective actions.
  • Provide technical feedback to engineering and product teams.
6. Safety, Compliance & Risk Management
  • Champion a zero-incident safety culture across all field activities.
  • Oversee MOP/SOP development and live-site work controls.
  • Identify operational risks and ensure mitigation plans are in place.
What we look for Essential Experience
  • 10+ years in mission-critical services or data center operations.
  • Proven success in managing and mobilizing remote field service teams.
  • Strong background in mechanical, electrical, or controls/BMS systems.
  • Experience with hyperscaler or large colocation service expectations.
Technical Competencies
  • Strong understanding of data center MEP systems.
  • Familiarity with BMS/EPMS systems and controls logic.
  • Knowledge of live-site protocols, MOP/SOP, and risk mitigation frameworks.
Leadership Competencies
  • Ability to lead distributed, remote teams in high-risk environments.
  • Excellent communication and negotiation skills.
  • Strong commercial acumen and understanding of service contracts.