Digital Realty Career Opportunities
Do you possess between 5 and 10 years of experience working in a data center environment, including working directly with Fortune 1000 clients, in a client facing role?
Within the last 5 years, what role did the following play in your job:
Creating and delivering presentations through PowerPoint?
Do you possess a demonstrated expertise in design and operation of critical MEP infrastructure, including multiple types of Uninterruptible Power Systems, Emergency Power Systems, water-cooled and air-cooled air conditioning systems, critical data center electrical and mechanical distribution systems, and monitoring systems?
Please note that this position is no longer available.
If you would like to be considered for similar opportunities now or in the future, feel free to apply and/or set up a notifier for yourself.
Technical Solutions Manager
Dallas or Chicago
or
Apply with

Make Your Mark at an Industry Leader as You Support Top Global Clients

Expand Your Skills as Part of New and Growing Team in Role with Career Runway

If you truly enjoy taking on a wide variety of issues -- essentially drinking from a fire hose -- and mastering each and every one, this position offers you multiple opportunities. In this role you will: Your mission will be to ensure we deliver an Insanely Great Customer Experience (#igce), ensuring we are taking a high-level approach to customer success while also overseeing day-to-day issues and activities across the company.

Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

The Requirements

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Technical Solutions Manager opportunity, you will have:
  • A bachelor's degree; an MBA or other advanced degree is a plus.
  • 5 to 10 years of experience working in a data center environment, including working directly with Fortune 1000 clients.
  • Experience supporting customers globally is strongly preferred.
  • Experience in technology environments, ideally with data centers, telecom, network or similar services.
  • Solid technical savvy; an ideal candidate would be a data center engineer/technician who has moved into a customer-facing role.
  • Solid computer skills, including proficiency in:
    • MS Office Suite (e.g. Word, Excel and strong PowerPoint skills; SharePoint). Quick question for you - click here
    • Salesforce or similar CRM.
    • AutoCAD skills are a plus.
  • A demonstrated ability to coordinate among internal functional areas to deliver on customer satisfaction.
Just as important as your experience will be the following “5 C” skills:
  • Critical awareness (on it, own it, responsive, sense of urgency, follow through).
  • Corporate acumen (executive savvy, business acumen).
  • Communications (proactively over-communicate by setting proper expectations early and often; solid written and verbal communications).
  • Conflict resolution (deal well with conflict, damage control).
  • Collaborative (aligned and trustworthy).
You also will need to be willing and able to work early in the morning or later in the evening or on weekends on occasion, to accommodate contacts in different time zones and potential escalation events. In addition, you'll need to be willing to take phone calls 24/7. You also will need to be willing and able to travel, domestically and possibly internationally, up to 30% of the time. Travel will ebb and flow as required.

Role Overview

Note: this is a high-level overview of the role. To take a deeper dive into the details, see the Role Specifics tab.

Digital Realty operates within a marketplace that is increasingly competitive. Customers can choose between a significant number of competitors delivering high quality, cost efficient alternatives. As one of a handful of global providers, Digital Realty has considerable assets and capabilities, along with a significant installed customer base. Driving a ‘customer first’ mindset is crucial to our continued success. Customer Operations fuses together the elements of our operations focused on our customers, in order for us to differentiate ourselves in the marketplace. Delivering excellent service to customers is at the heart of our competitive advantage and as a member of the Customer Operations team the focus is to develop and deliver consistent and exceptional customer service to our customers.

Reporting to the Director, Technical Solutions Management, you will join a team that includes four other Technical Solutions Managers. Individually your high-reaching mission will be to drive client satisfaction and account growth. Collectively, as a member of the team, you will help drive the initiative forward as we productize the team's function.

In this role you will be:
  • An ambassador -- You will be an advocate for our customers. You will collaborate and align across global functions with complete transparency.
  • A catalyst -- You will spark initiatives of change, success and consistency.
  • A driver -- You will be a reliable driver. We are on it and we own it with a sense of urgency.
  • Responsible -- You will proactively communicate well and follow-through until we close the loop. You will exemplify trustworthiness and accountability.
  • A difference maker for our customers and our stakeholders.
Typically, you will work directly with assigned existing clients, becoming an expert on each client’s goals, needs and expectations. You’ll then work with internal teams to meet client parameters, creating a plan, removing obstacles and taking point on conversations between technical resources and the client. It will be your role to champion the client while also ensuring that Digital Realty’s interests are protected. Quick question for you - click here

You will focus on all technical aspects of the customers' business, including, but not limited to fit-outs of customer data centers, leading operational issues and improvement projects, and developing metrics to continually monitor the customers capacity. Depending on size and complexity, you'll typically manage between one and four projects at a time.

Video: While each Digital Realty Datacampus is unique, this tour of Digital Dallas gives you an idea of the facilities, services and amenities that make us the data center provider of choice around the world.

Role Specifics

Note: this is a detailed description of the role. To get the 30,000-foot view, see the Role Overview tab.

At a high level, your responsibilities will include:
  • Partnering with Customer Success Managers to act as a client advocate and support top revenue-producing clients.
  • Coordinating with multiple internal departments, including Sales, Accounting, Implementation, Legal, Technology, Product Management, Portfolio Management, and Customer Success to support technical customer requirements, projects and initiatives.
  • Understanding each client's strategic initiatives, as well as those of Digital Realty, and ensuring that sound decisions are being made in order to deliver quality service.
  • Suggesting improvements to processes and procedures, as well as internal teams and department heads to ensure established goals are met.
  • Acting as data center operations customer escalation point and primary technical point of contact for all events and technical issues.
  • Maintain solid knowledge of critical environment infrastructure, including rack, cage, electrical, mechanical, plumbing, and data cable infrastructure.
  • Managing technical related aspects of the customer including, but not limited to, operational incidents and initiatives, data center fit out management, root cause analysis and translation to customers, reliability and trend analysis, developing reporting to monitor customers capacity and coordinating with multiple groups within and external to Digital Realty.
  • Taking a proactive approach to client relationship management and handling issues in an efficient and professional manner, both internally and externally, to achieve client satisfaction.
On an ongoing basis you will:
  • Work in coordination with Customer Success Managers, the client’s primary point of contact, for the entire Digital Realty relationship (e.g. User, Manager, Technical, Legal).
  • Work in coordination with the Customer Success Manager and act as the primary points of contact for specific clients, managing the technical aspects of the customer's day-to-day business.
  • Establish sound partnerships with clients to determine current and future needs for growth.
  • Recommend best practices based on industry/other clients.
  • Collaborate with the assigned Customer Success Manager to drive standardization and partner with internal Operations teams in multiple locations to ensure consistent processes are being followed.
  • Review and analyze all global events and operational issues at all data centers that could potentially impact the customer.
  • Partner with internal implementation teams to ensure the data center electrical fit outs are on track and being completed within client’s specifications.
  • Partner with local site teams, technical personnel, vendors and consultants on developing root cause analyses and identifying improvements. Gather all necessary site data to create customer-facing reports.
  • Conduct periodic reviews of client product configurations to ensure maximum value.
  • Coordinate with the assigned Customer Success Manager to conduct regular face-to-face meeting with customers and provide status on issues and initiatives.
  • Ensure contract and project related billing is correctly administered.
  • Lead initiatives including fit outs and operational improvement projects at customer data centers.
  • Collaborate with cross-functional areas and lead projects on behalf of the client (e.g. implementation initiatives, product support, etc.).
  • Coordinate with other Technical resources in the company to identify trends in equipment failures, anomalies and/or site operational issues. Review and analyze information from CMMS, Building Automation, and DCIM systems.
  • Work to improve processes, procedures, and documentation to improve the effectiveness of the services provided.

What's in It for You

High visibility
Our senior leaders recognize the strategic importance of customer success and they are investing in people and processes to ensure we deliver -- your successes in this area will be noticed.

Operational excellence
You know as well as anyone that issues come up. At the same time, your efforts will be backed by an operations organization that takes pride in performing at a high level. Across a number of industry-standard metrics, we consistently deliver at a very high level. You'll find a commitment to customer service and satisfaction, driven by a culture that views every customer as a long-term partner.

Professional development
We know you'll bring subject matter expertise in customer success as well as a strong technology background, but our business model is unique and you will have plenty of opportunities to expand your knowledge. Success in this role could set you up to pursue multiple career paths within our expanding organization.

Growth without limits
We merged with DuPont Fabros Technology (DFT), effective in September 2017, accelerating our commitment to provide the most comprehensive set of data center solutions and expertise in the market. We now are able to support deployments ranging from single-cabinet colocation and interconnection to multi-megawatt to hyperscale. The combined company has an equity market cap of approximately $27 billion, and a total enterprise value of over $35 billion. According to industry analysts, the combined company will be the largest wholesale data-center REIT in the US.

Entrepreneurial culture
We value collaboration and encourage innovation, and the organization is committed to providing employees the tools they need to excel and develop professionally.

Excellent compensation
In addition to a competitive salary and discretionary bonus program, we offer a comprehensive benefits package that includes medical, dental and vision plans; flexible spending plans for multiple purposes; a health savings account; a 401(k) plan with company match, and much more.

Pictured: From Singapore (top) to San Francisco to Dublin, Digital Realty is about removing limits to global business. Through our seamless, interconnected global network we offer more open data center service choices than anyone, including choices around vendors, service partners, network carriers, configurations and locations.

Keys to Success

This is a heavy liaison role for someone with a calm demeanor, professional polish and the ability build outstanding client relationships -- you should be the first one the client calls in all interactions, be they positive or negative.

We'll look to you to take a blank-slate approach to assessing where we are and where we need to be, and you'll build on strengths, shore up weaknesses, and ensure we're taking advantage of current best practices. That will require strategic vision, but you also will need to be willing to "roll up your sleeves" to achieve goals.

To excel in this role you will become a trusted advisor and an extended member of the client's team, and they will share their strategic vision with you. Through your knowledge of Digital Realty internal processes and customer needs, you will create an "Effortless Experience" for your customers in dealing with us.

Your primary focus will be to advocate on behalf of customers, but you also will be well positioned to identify new opportunities for Digital Realty to be of service. The key measures of your success will be client retention and account growth.

About Us

Globally delivering the Right Workload, in the Right Place, at the Right Value℠.

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

Digital Realty is uniquely positioned to provide a complete range of data center solutions on a global scale that best fit our customers" needs. We can connect them to the cloud and their critical partners on an open platform that includes 156 data centers in 33 global markets on 4 continents.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Our Mission
To provide our customers with the trusted foundation for the digital world

Our Vision
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

Our Values
Guide our decisions and actions every day -- above all else, we value customers, excellence, talent, teamwork and success.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.

Make Your Mark at an Industry Leader as You Support Top Global Clients

Expand Your Skills as Part of New and Growing Team in Role with Career Runway

If you truly enjoy taking on a wide variety of issues -- essentially drinking from a fire hose -- and mastering each and every one, this position offers you multiple opportunities. In this role you will: Your mission will be to ensure we deliver an Insanely Great Customer Experience (#igce), ensuring we are taking a high-level approach to customer success while also overseeing day-to-day issues and activities across the company.

Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.

The Requirements

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Technical Solutions Manager opportunity, you will have:
  • A bachelor's degree; an MBA or other advanced degree is a plus.
  • 5 to 10 years of experience working in a data center environment, including working directly with Fortune 1000 clients.
  • Experience supporting customers globally is strongly preferred.
  • Experience in technology environments, ideally with data centers, telecom, network or similar services.
  • Solid technical savvy; an ideal candidate would be a data center engineer/technician who has moved into a customer-facing role.
  • Solid computer skills, including proficiency in:
    • MS Office Suite (e.g. Word, Excel and strong PowerPoint skills; SharePoint). Quick question for you - click here
    • Salesforce or similar CRM.
    • AutoCAD skills are a plus.
  • A demonstrated ability to coordinate among internal functional areas to deliver on customer satisfaction.
Just as important as your experience will be the following “5 C” skills:
  • Critical awareness (on it, own it, responsive, sense of urgency, follow through).
  • Corporate acumen (executive savvy, business acumen).
  • Communications (proactively over-communicate by setting proper expectations early and often; solid written and verbal communications).
  • Conflict resolution (deal well with conflict, damage control).
  • Collaborative (aligned and trustworthy).
You also will need to be willing and able to work early in the morning or later in the evening or on weekends on occasion, to accommodate contacts in different time zones and potential escalation events. In addition, you'll need to be willing to take phone calls 24/7. You also will need to be willing and able to travel, domestically and possibly internationally, up to 30% of the time. Travel will ebb and flow as required.

Role Overview

Note: this is a high-level overview of the role. To take a deeper dive into the details, see the Role Specifics tab.

Digital Realty operates within a marketplace that is increasingly competitive. Customers can choose between a significant number of competitors delivering high quality, cost efficient alternatives. As one of a handful of global providers, Digital Realty has considerable assets and capabilities, along with a significant installed customer base. Driving a ‘customer first’ mindset is crucial to our continued success. Customer Operations fuses together the elements of our operations focused on our customers, in order for us to differentiate ourselves in the marketplace. Delivering excellent service to customers is at the heart of our competitive advantage and as a member of the Customer Operations team the focus is to develop and deliver consistent and exceptional customer service to our customers.

Reporting to the Director, Technical Solutions Management, you will join a team that includes four other Technical Solutions Managers. Individually your high-reaching mission will be to drive client satisfaction and account growth. Collectively, as a member of the team, you will help drive the initiative forward as we productize the team's function.

In this role you will be:
  • An ambassador -- You will be an advocate for our customers. You will collaborate and align across global functions with complete transparency.
  • A catalyst -- You will spark initiatives of change, success and consistency.
  • A driver -- You will be a reliable driver. We are on it and we own it with a sense of urgency.
  • Responsible -- You will proactively communicate well and follow-through until we close the loop. You will exemplify trustworthiness and accountability.
  • A difference maker for our customers and our stakeholders.
Typically, you will work directly with assigned existing clients, becoming an expert on each client’s goals, needs and expectations. You’ll then work with internal teams to meet client parameters, creating a plan, removing obstacles and taking point on conversations between technical resources and the client. It will be your role to champion the client while also ensuring that Digital Realty’s interests are protected. Quick question for you - click here

You will focus on all technical aspects of the customers' business, including, but not limited to fit-outs of customer data centers, leading operational issues and improvement projects, and developing metrics to continually monitor the customers capacity. Depending on size and complexity, you'll typically manage between one and four projects at a time.

Video: While each Digital Realty Datacampus is unique, this tour of Digital Dallas gives you an idea of the facilities, services and amenities that make us the data center provider of choice around the world.

Role Specifics

Note: this is a detailed description of the role. To get the 30,000-foot view, see the Role Overview tab.

At a high level, your responsibilities will include:
  • Partnering with Customer Success Managers to act as a client advocate and support top revenue-producing clients.
  • Coordinating with multiple internal departments, including Sales, Accounting, Implementation, Legal, Technology, Product Management, Portfolio Management, and Customer Success to support technical customer requirements, projects and initiatives.
  • Understanding each client's strategic initiatives, as well as those of Digital Realty, and ensuring that sound decisions are being made in order to deliver quality service.
  • Suggesting improvements to processes and procedures, as well as internal teams and department heads to ensure established goals are met.
  • Acting as data center operations customer escalation point and primary technical point of contact for all events and technical issues.
  • Maintain solid knowledge of critical environment infrastructure, including rack, cage, electrical, mechanical, plumbing, and data cable infrastructure.
  • Managing technical related aspects of the customer including, but not limited to, operational incidents and initiatives, data center fit out management, root cause analysis and translation to customers, reliability and trend analysis, developing reporting to monitor customers capacity and coordinating with multiple groups within and external to Digital Realty.
  • Taking a proactive approach to client relationship management and handling issues in an efficient and professional manner, both internally and externally, to achieve client satisfaction.
On an ongoing basis you will:
  • Work in coordination with Customer Success Managers, the client’s primary point of contact, for the entire Digital Realty relationship (e.g. User, Manager, Technical, Legal).
  • Work in coordination with the Customer Success Manager and act as the primary points of contact for specific clients, managing the technical aspects of the customer's day-to-day business.
  • Establish sound partnerships with clients to determine current and future needs for growth.
  • Recommend best practices based on industry/other clients.
  • Collaborate with the assigned Customer Success Manager to drive standardization and partner with internal Operations teams in multiple locations to ensure consistent processes are being followed.
  • Review and analyze all global events and operational issues at all data centers that could potentially impact the customer.
  • Partner with internal implementation teams to ensure the data center electrical fit outs are on track and being completed within client’s specifications.
  • Partner with local site teams, technical personnel, vendors and consultants on developing root cause analyses and identifying improvements. Gather all necessary site data to create customer-facing reports.
  • Conduct periodic reviews of client product configurations to ensure maximum value.
  • Coordinate with the assigned Customer Success Manager to conduct regular face-to-face meeting with customers and provide status on issues and initiatives.
  • Ensure contract and project related billing is correctly administered.
  • Lead initiatives including fit outs and operational improvement projects at customer data centers.
  • Collaborate with cross-functional areas and lead projects on behalf of the client (e.g. implementation initiatives, product support, etc.).
  • Coordinate with other Technical resources in the company to identify trends in equipment failures, anomalies and/or site operational issues. Review and analyze information from CMMS, Building Automation, and DCIM systems.
  • Work to improve processes, procedures, and documentation to improve the effectiveness of the services provided.

What's in It for You

High visibility
Our senior leaders recognize the strategic importance of customer success and they are investing in people and processes to ensure we deliver -- your successes in this area will be noticed.

Operational excellence
You know as well as anyone that issues come up. At the same time, your efforts will be backed by an operations organization that takes pride in performing at a high level. Across a number of industry-standard metrics, we consistently deliver at a very high level. You'll find a commitment to customer service and satisfaction, driven by a culture that views every customer as a long-term partner.

Professional development
We know you'll bring subject matter expertise in customer success as well as a strong technology background, but our business model is unique and you will have plenty of opportunities to expand your knowledge. Success in this role could set you up to pursue multiple career paths within our expanding organization.

Growth without limits
We merged with DuPont Fabros Technology (DFT), effective in September 2017, accelerating our commitment to provide the most comprehensive set of data center solutions and expertise in the market. We now are able to support deployments ranging from single-cabinet colocation and interconnection to multi-megawatt to hyperscale. The combined company has an equity market cap of approximately $27 billion, and a total enterprise value of over $35 billion. According to industry analysts, the combined company will be the largest wholesale data-center REIT in the US.

Entrepreneurial culture
We value collaboration and encourage innovation, and the organization is committed to providing employees the tools they need to excel and develop professionally.

Excellent compensation
In addition to a competitive salary and discretionary bonus program, we offer a comprehensive benefits package that includes medical, dental and vision plans; flexible spending plans for multiple purposes; a health savings account; a 401(k) plan with company match, and much more.

Pictured: From Singapore (top) to San Francisco to Dublin, Digital Realty is about removing limits to global business. Through our seamless, interconnected global network we offer more open data center service choices than anyone, including choices around vendors, service partners, network carriers, configurations and locations.

Keys to Success

This is a heavy liaison role for someone with a calm demeanor, professional polish and the ability build outstanding client relationships -- you should be the first one the client calls in all interactions, be they positive or negative.

We'll look to you to take a blank-slate approach to assessing where we are and where we need to be, and you'll build on strengths, shore up weaknesses, and ensure we're taking advantage of current best practices. That will require strategic vision, but you also will need to be willing to "roll up your sleeves" to achieve goals.

To excel in this role you will become a trusted advisor and an extended member of the client's team, and they will share their strategic vision with you. Through your knowledge of Digital Realty internal processes and customer needs, you will create an "Effortless Experience" for your customers in dealing with us.

Your primary focus will be to advocate on behalf of customers, but you also will be well positioned to identify new opportunities for Digital Realty to be of service. The key measures of your success will be client retention and account growth.

About Us

Globally delivering the Right Workload, in the Right Place, at the Right Value℠.

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

Digital Realty is uniquely positioned to provide a complete range of data center solutions on a global scale that best fit our customers" needs. We can connect them to the cloud and their critical partners on an open platform that includes 156 data centers in 33 global markets on 4 continents.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Our Mission
To provide our customers with the trusted foundation for the digital world

Our Vision
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.

Our Values
Guide our decisions and actions every day -- above all else, we value customers, excellence, talent, teamwork and success.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
Digital Realty is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at sgaskill@engage2excel.com.
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