Ops Lead - InCommand Operations Team

Serverfarm is a leading developer and operator of data centers with over 750+ locations and key customer relationships in 45 countries. They are revolutionizing how data centers operate across North America, Western Europe, and Israel, serving the world's leading technology and hyperscale companies. With Manulife Investment Management's acquisition in 2023 and their award-winning InCommand platform, Serverfarm is positioned for explosive growth as AI adoption and cloud migration drive unprecedented demand for data center capacity.

A career at Serverfarm means being at the forefront of digital infrastructure innovation, where your work directly impacts how the world's data is managed and secured. As they target 4x growth over the next four years, you'll have unprecedented opportunities to take on new challenges, develop cutting-edge skills, and grow your career across their expanding global operations.

Join their team of innovators and help shape the future of sustainable data centers while building a career without boundaries.

About the Role

The InCommand platform is in daily use across Serverfarm's data centers and by their customers. The InCommand Operations team is responsible for bringing new sites and customers onto the platform, maintaining its accuracy, supporting daily users, and producing critical reporting. This team's operational knowledge is foundational to the next generation of the product.

As the Ops Lead, you will manage this team and work alongside it. This is a hands-on management role where you know the details of every process, from onboarding new sites to resolving customer requests. You will lead implementation projects, serve as the main technical contact for customers, and grow the team as the business expands. You will also partner closely with the Integrations and development teams.

Key Accountabilities

• Manage the InCommand Operations team day to day: set priorities, coach and develop each engineer, conduct performance reviews, and recruit as the team grows.

• Own the team's operating standards. Know every process in detail, keep the procedures documented and current, and ensure each new hire is trained to the same standard.

• Lead the onboarding of new customers and sites from kickoff through go-live, planning and scheduling each implementation, running working sessions with the customer, tracking risks, reporting progress, and clearing obstacles.

• Build each site's record in InCommand from construction documents and floor walkthroughs, including spaces, racks, power paths, cooling, devices, and cross-connects, ensuring it is reconciled against what is actually installed. Prepare and load bulk-upload worksheets and work with Integrations to define and validate telemetry points.

• Use AI assistants and automation to extract, structure, and validate data from drawings, asset lists, and field notes. Build repeatable extraction and validation workflows for the whole team and audit existing site data to resolve discrepancies.

• Support Serverfarm sites and customers in their daily use of the platform, including power capacity monitoring, space and rack layouts, device lifecycle management, cross-connects, billing, CMMS asset tracking, preventive maintenance scheduling, walk-around checklists, critical spares, and monthly customer reporting. Train customers and site teams to use the service desk effectively.

• Represent users to the development teams by reproducing and documenting defects, writing enhancement requests with clear acceptance criteria, testing releases before they reach customers, and keeping help documentation current.

Required Skills

• At least 5+ years in or around data centers (operations, critical facilities, IT infrastructure, or DCIM), including 2+ years formally managing engineers or technicians, with responsibility for priorities, coaching, performance reviews, and hiring.

• Experience leading end-to-end projects, coordinating with internal teams and external customers, owning scope, schedule, stakeholders, and status.

• Experience working with SCADA systems (BMS and EPMS) and interpreting data center construction documents such as single-line diagrams, floor plans, rack elevations, and panel schedules.

• Daily use of AI tools (Claude, ChatGPT, or similar) to extract, structure, and validate data, including building prompts and automations.

• Strong data skills: advanced Excel and Power Query, SQL, and structured formats such as CSV and JSON.

• Ability to communicate plainly, lead customer working sessions with confidence, and explain technical findings to non-technical audiences.

• Proactive problem-solving and initiative to resolve issues independently, seeking help only when necessary.

Preferred Skills

• Experience with a DCIM, DCFM, or CMMS platform (e.g., Nlyte, Sunbird, Hyperview, MCIM).

• Experience writing scripts in Python or PowerShell and working with REST APIs.

• Direct support for colocation customers, including their reporting and billing data.

• Earned an ITIL or PMP certification.