Operations Control Centre Manager

Operation Control Centre Manager

Business Sector: Data Centre Solutions, Critical Environment

Location: London, Docklands

Role Purpose

• This Data Centre Operation Control Centre Manager role is fully accountable for the performance and efficiency of the OCC Manager.
• The role operates Monday to Friday (08:00 to 17:00).
• Manage a team that is the first response to all critical alarm notifications across campuses, providing remote support and client communications per the incident management process.
• Supervise day‑to‑day operation of the area’s maintenance team to ensure efficient operation of hard services facilities across data centres.
• Maintain high‑level service delivery and ensure reactive tasks are completed on time within customer SLA.
• Manage switching operations across the site, utilising the engineering shift teams to support.
• Organise data centre critical switching and arrange mock drills, building continuous improvement into all site activities.
• Manage all incidents across the site, both project and operational, ensuring the correct communication process is followed.
• Ensure reactive and breakdown works to all M&E systems and infrastructure within the campus compound are completed promptly.
• Promote operational excellence through effective supervision, risk management, and ongoing improvement.
• Maintain rigorous control and process disciplines, continually enhancing through metrics reporting, risk assessment, quality assurance and root cause analysis.
• Act as first response to BMS alarm notifications across campuses, providing information to the client service desk team and CBRE senior management.

Primary Objectives

• Manage staff, operation and maintenance within the BCR and BEMS systems.
• Daily management of the OCC team, ensuring compliance with CBRE disciplinary processes and procedures.
• Direct, instruct and manage all CBRE staff and SSPs, ensuring compliance with working practices.
• Complete the weekly operations report to the client and attend weekly operations meetings as requested.
• Report any matters that may impact the smooth running of the BCR immediately to CBRE and the contract senior management.
• Conduct regular reviews of operating procedures, recommending improvements and ensuring appropriate emergency/contingency procedures.
• Liaise with the client and CBRE contract manager on all aspects of BCR and BEMS systems, including defects and deficiencies.
• Ensure all staff are conversant with the operation and control of critical and non‑critical systems installed in the portfolio.
• Maintain quality throughout the facilities, ensuring business policies and processes are effectively communicated and implemented.
• Collaborate with other Operations Managers to develop the business, promote effective team working, and support colleagues.
• Ensure control systems meet statutory, policy and contractual commitments.
• Maintain a customer focus and effective relationships with key client contacts.
• Provide leadership, coaching and support to deliver best‑practice selection, training and recognition/reward.
• Deliver effective business communication through leadership and direct contribution to meetings, briefings, correspondence and reporting.
• Create a learning environment with appropriate training and development planning.
• Ensure basic training needs are delivered and employees are fully competent to undertake their roles.
• Demonstrate willingness to attend on‑site training for plant and systems as they are installed.

Main Duties

• Monitor and respond to BMS & EMS alarms for specific buildings.
• Provide 24/7/365 support to CBRE and client facilities teams as part of a 2‑person shift team plus standby role.
• Make calculated judgments on the sequence of alarms from the monitored sites.
• Escalate any incoming alarms.
• Produce clear and concise updates on actions taken from BMS alarms and required emergency repairs.
• Ensure routine maintenance of all building plant, equipment and systems to meet and exceed expectations and agreed SLAs.
• Issue and ensure appropriate controls within the Permit to Work system.
• Prepare Method Statements and Risk Assessments for all tasks to ensure safe working practices.
• Supervise engineering subcontractors to ensure compliance with contractual commitments and site operating processes.
• Communicate effectively to client employees and contractors on site.
• Update client permitting and ticketing systems and continuously check client system site works.
• Maintain comprehensive maintenance records in the form of task sheets.
• Ensure BMS contractor pings network devices and reports any issues where lost communication has occurred.
• Remotely reset units and adjust critical temperatures for sites if requested.
• Analyse PUE data for the client team.
• Maintain professional and technical skills through a commitment to personal development and lifelong learning.
• Operate the site to a high Health & Safety standard with engineering excellence in mind.
• Initiate initiatives across energy, projects and maintenance areas.
• Assist with providing monthly management report information for the client.
• Ensure compliant operational control systems covering all activities are consistent with established processes.

Contract Specific Responsibilities

• Navigate internal and client CAFM systems, ensuring accurate and detailed information is recorded.
• Support a team of engineers to meet SLAs for maintenance and extra works.
• Compile and analyse key data for submission to the Data Centre Manager for monthly reporting.
• Keep concise records of escalations to provide supporting information to client teams, service desk and CBRE Operations Director.
• Upload all subcontractor packs to the client document management system in a timely manner, supporting audit readiness.
• Manage strategies to optimise services, monitor progress for seamless workflow operations, coordinate with staff on daily continuity plans, and conduct regular maintenance on assets to ensure productivity.
• Lead incident management, prioritising and coordinating events until closure.
• Act as the first point of contact for events, ensuring the OCC team follows the incident management process and assesses severity, risk and impact of the event to critical services with the customer operations team.
• Submit root cause analysis and 5‑why analysis to the customer team within agreed timelines.

Core Competencies

• Experience in the Building Services industry.
• HV authorised person (preferable).
• Completed recognised formal Electrical or Mechanical training to at least City & Guilds level, preferably ONC/HNC or higher (desirable).
• Strong communication skills.
• Ability to lead, motivate and direct a team of technicians/operatives.
• Understanding of health and safety issues; NEBOSH/IOSH or equivalent formal training desirable.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Experience in BEMS & CAFM systems.
• Formal qualification desirable.
• Strong organisational and communication skills with the ability to prioritise workloads.
• Ability to work under pressure while remaining calm and delivering required services within time constraints.

Equal Opportunities

CBRE is an equal opportunities employer and is committed to fostering a diverse and inclusive work environment. We do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. All qualified applicants will receive consideration for employment.

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