About the Role

As Customer Services Manager, you will lead the delivery of customer service operations at a designated Global Switch data centre. Reporting to the Managing Director and working in close alignment with the Customer Services Centre of Excellence, you will be responsible for ensuring that all customer interactions on-site are handled professionally, efficiently, and in accordance with Global Switch’s service standards.

You will oversee the coordination of service requests, incident management, and customer communications, acting as the primary point of contact for enterprise and hyperscale customers at your location. Your role will be pivotal in maintaining service consistency, supporting infrastructure transitions, and driving customer satisfaction through operational excellence.


Key Responsibilities:

• Deliver responsive, professional, and high-quality support to customers across the site, ensuring all interactions meet Global Switch’s service standards.

• Adhere to customer service protocols and Centre of Excellence procedures to ensure consistent and reliable customer service.

• Oversee customer onboarding and service transitions, and support the Service Desk from a site perspective, when required..

• Maintain proactive lifecycle support, ensuring customer needs are met throughout their engagement with the site.

• Serve as a site point of contact for customers, when the Service Desk and the site CSE have not been able to resolve queries and incidents,, and ensures a timely resolution, providing clear progress communications to the customer.

• Manage escalations effectively, maintaining ownership of customer interactions to ensure continuity and satisfaction.

• Support the preparation and distribution of service updates, incident notifications, and customer briefings in line with governance and compliance standards.

• Monitor customer feedback and service trends, sharing insights with the Customer Services Desk Manager to drive service enhancements.

About you

You’re a customer-focused leader with a strong operational mindset and a passion for delivering exceptional service. You thrive in fast-paced environments, confidently managing service requests, escalations, and customer communications. With a proactive and professional approach, you build trust with enterprise and hyperscale customers, ensuring every interaction reflects consistency, care, and Global Switch’s service standards. You’re collaborative, detail-oriented, and committed to driving continuous improvement across the customer experience.


Key Requirements:

• Proven ability to deliver professional, customer-focused support in a dynamic site environment.

• Experienced in managing service requests, handling escalations, and maintaining service quality.

• Experience in managing site performance against SLA’s and allocated services revenue targets.

• Skilled in maintaining accurate service records and supporting audit readiness.

• Proficient in using a service management platforms for ticketing, reporting, and workflow management.

• Knowledgeable in-service governance and regulatory compliance requirements.

• Committed to maintaining service integrity and supporting audit processes.

About Global Switch

You might not know it, but you use a data centre like Global Switch every day. Whether you're browsing the web, streaming, playing a game, or simply making a purchase, you are relying on data centres around the world. Global Switch is a trusted name in the industry, with over 20 years of experience and a commitment to long-term partnerships and sustainability.

We value excellence and teamwork, and we always strive to deliver the best customer service and satisfaction. We are a team of skilled and passionate professionals, proud of who we are and what we do. Joining us means becoming part of a team that values learning and growth.

As an equal-opportunity employer, Global Switch is committed to providing a working culture that values diversity and inclusion and is committed to making reasonable adjustments to provide a barrier-free recruitment process and working environment.