Job Summary: We are seeking a professional to ensure customer satisfaction, contract compliance, and timely delivery of data center projects and operational processes. Key Highlights: 1. Work in a dynamic, innovative environment committed to sustainability. 2. Lead the transformation of digital infrastructure in Latin America. 3. Be part of the future of digital infrastructure. Join us as a Scaler! **Who Are We?** Scala Data Centers is the leading platform for sustainable data centers in the Hyperscale market. With a strategic presence across Latin America and backed by global investors, we design and operate cutting-edge digital infrastructure—combining **high energy efficiency, innovation, and commitment to sustainability**—to meet growing demands for cloud computing, artificial intelligence, and data storage. **What Matters to Us?** Our commitment goes beyond infrastructure—we strive to create positive impact in the communities where we operate and to drive a more efficient, responsible digital future. We are recognized for operating in a fully sustainable and carbon-neutral manner since our founding, using exclusively certified renewable energy. **Our Values** **Customer Obsession** Inspire our customers to reimagine the future. We deeply understand their businesses and needs. We act with urgency, anticipate impacts, and place them at the center of every decision—solving their problems and exceeding their expectations. **Entrepreneurial Vigor** Grow and expand responsibly. We are adaptable and agile. Focused on delivering the best for Scala, we remain flexible and embrace risk without hesitation—even changing course—to consistently deliver more. **Hyper-Scalable Dedication** Execute with discipline, excellence, and unmatched speed. We are consistent and accountable from start to finish, continuously evolving. We meet deadlines, identify root causes, minimize complexity, connect cross-functional teams, and drive continuous improvement. **Absolute Loyalty** Engage wholeheartedly—with ethics and transparency—remaining faithful to our purpose. Our commitment is unwavering. We are empathetic, collaborative, openly share information, and do not shy away from difficult conversations—ensuring Scala achieves its goals. **We Are Thirsty for the Future!** **If you want to grow in a dynamic, innovative, and sustainability-driven environment, join Scala and be part of the future of digital infrastructure!** **Responsibilities and Duties** * Develop KPIs to measure and evaluate established processes; * Define metrics to assess the governance model established for customer management; * Ensure contract deliverables’ metrics and KPIs comply with defined SLAs; * Monitor project activities alongside technical/operational teams to ensure timely delivery per planned schedule; * Ensure customer satisfaction by meeting expectations and proactively leading programs; conduct customer satisfaction surveys and guarantee implementation of action plans and achievement of established goals and objectives; * Ensure contract adherence to Scala’s and the customer’s compliance policies; * Monitor and ensure resolution of Tickets/Incidents/Problems through operational teams supporting the customer; * Ensure operational measurements and metrics related to customer billing occur within scheduled timelines; * Monitor and ensure Preventive Maintenance and Change processes are executed per the agreed process with the customer; * Track Scala/Customer operational cadences to ensure follow-up on resulting actions until final resolution of topics. **Requirements and Qualifications** **Essential Prerequisites** * Bachelor’s degree completed; * Advanced English; * Advanced Spanish; * ITIL/ITSM; * Data Center Management knowledge; * Project and Program Management; * Contract Management; * Presentation techniques; * Microsoft 365; * Salesforce; * ServiceNow; * Minimum 2 years’ experience managing customers and supporting business operational routines; * Experience in data center and/or technology environments. **Preferred Qualifications** * Negotiation techniques; * Problem analysis and resolution; * Business strategy; * Collaboration skills; * Risk management. **Additional Information*** **This position is also open to persons with disabilities (PwD)** **Our Benefits:** Attractive PLR; Dental Plan; Health Plan; Meal and Food Allowance via Flash card totaling R$1.250,00 per month; Private Pension (for eligible positions); Life Insurance; Support for Children with Disabilities (PwD) – special financial support for all CLT employees with children with disabilities, **with no age limit**. A benefit designed to provide greater peace of mind and support for you and your family. Wellhub (formerly Gympass); Birthday Day Off – one day off during your birthday month; Professional Development: Scala Academy, Language Program, LinkedIn Learning. At **Scala Data Centers**, we are **leading the transformation of digital infrastructure in Latin America**, combining **innovation, pioneering spirit, and sustainability** to **\#EnableTheFuture**. If you want to grow in a dynamic, high-impact environment, join the team building tomorrow!
João Silva
Indeed · HR
João Silva
Indeed · HR
