Head of Mission Critical Services EMEA

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.