Senior Technical Services Manager

Zerra develops and operates hyperscale data centre campuses across Australia, Japan and India, delivering capacity at scale into markets driven by the growth of cloud and AI. Zerra's flexible campus developments support hyperscale and neocloud organisations, enabling some of the world's fastest-scaling technology businesses to grow with certainty and ambition. 

At Zerra, we empower exceptional people to challenge convention, drive innovation and make a real impact in digital infrastructure. Our culture fuses entrepreneurial agility with global expertise, enabling our teams to deliver results that matter. 

We believe that diverse perspectives, inclusive leadership and equitable opportunities are essential to building stronger teams and better outcomes. We are committed to fostering a workplace where everyone feels respected, supported and empowered to thrive. 

Zerra is part of AGP, an independently owned investor and asset manager that develops and operates real assets across the energy, digital and real estate sectors. 

Western Downs Digital Park
Western Downs Digital Park (WDDP) is a master-planned digital and energy precinct in regional Queensland, developed and operated by Zerra. Planned across multiple delivery phases, WDDP brings together AI-ready data centres, energy infrastructure and a purpose-built campus environment. 

Located close to major power infrastructure within the Western Downs Special Industry Area, WDDP represents a major investment in Queensland's digital future and an opportunity to help deliver the critical infrastructure supporting the continued growth of cloud computing and artificial intelligence. 

• Technical and engineering leadership experience in mission-critical, hyperscale or large-scale data centre environments, or comparable critical infrastructure (e.g. hospitals, pharmaceuticals, utilities, energy or advanced manufacturing), with direct accountability for the critical plant of a live operational facility.
• Proven track record leading multi-disciplinary technical teams through senior direct reports — maintenance and engineering managers, technicians and specialist vendors — in a 24/7 operating environment.
• Deep technical understanding of critical facilities – electrical distribution, UPS and standby generation, cooling and mechanical plant, BMS/EPMS controls, fire and life-safety systems, and the drivers of data centre availability, redundancy and uptime.
• Demonstrated experience delivering to customer SLAs and KPIs in a service-delivery or client-facing operational environment.
• Strong working knowledge of ITIL-aligned service management, applied to a critical-facilities operation — service levels, service reviews, problem management and continual service improvement.
• Hands-on experience owning a planned preventative maintenance programme and CMMS, including asset registers, criticality assessment, concurrent maintainability and capital renewal planning.
• Disciplined use of methods of procedure, switching and isolation controls, and emergency operating procedures in live critical environments.
• Sound commercial and financial acumen, including budget ownership, cost control, and contract and vendor management.
• Deep commitment to health, safety, environment and quality, with practical knowledge of relevant safety legislation and compliance frameworks.
• Experience operating within a formal risk management framework — identifying, assessing and mitigating risks to contracted service levels, and surfacing exposure early with a recommendation rather than a problem.
• Excellent stakeholder management and communication skills, with credibility across customers, executives and frontline teams.
• Deep practical expertise in change management and incident management for critical environments — change risk assessment, CAB and approval governance, method of procedure discipline, incident triage and escalation, and root-cause and post-incident review.

• Strong decision-making and problem-solving under pressure, including incident, emergency and business-continuity leadership.
• Strategic mindset combined with a willingness to operate hands-on, driving continuous improvement and operational excellence.

Desirable Qualifications and Certifications

• Tertiary qualification in electrical or mechanical engineering, facilities or operations management, or a related discipline; or a relevant trade qualification with substantial critical-environment experience.
• Postgraduate qualification (e.g. MBA) or equivalent senior leadership development.
• Recognised data centre certification (e.g. Uptime Institute Accredited Tier Specialist, CDCP/CDCE, or equivalent).
• Formal work health and safety qualification (e.g. Certificate IV in WHS or equivalent).
• ITIL certification (Foundation or above) in IT service management.
• Project or programme management credentials (e.g. PMP or PRINCE2).
• Facilities management accreditation (e.g. IFMA or IWFM).
• Current Australian driver's licence and the ability to obtain relevant security and background clearances.

Reporting to the DC Operations Director, the Senior Technical Services Manager is responsible for the technical operation and maintenance of the critical infrastructure supporting the operational data centre. The role holds accountability for the safe, reliable and cost-effective performance of the mechanical, electrical and controls systems that underpin availability within the DC boundary. 

Ensuring all SLA risks are mitigated through compliance with Zerra's risk management framework, in line with the following: 

• Uphold customer service level agreements (SLAs) 
• Champion Zerra's standards for availability, safety, sustainability and service quality. 
• Ensure all SLA risks are identified, mitigated and reported through compliance with Zerra's risk management framework. 
• Own the on-site implementation and governance of Zerra’s data centre operations platform. 
• Builds a high-performing team in support of customer SLA’s 
• Act as the primary technical escalation point for critical infrastructure matters, supporting the DC Operations Director in customer and internal Zerra engagement. 

Responsibilities

• Hold accountability for the safe, reliable and efficient operation and maintenance of the data centre's critical infrastructure, delivering technical services that meet contracted SLAs.
• Lead the Technical Services function through the Technical Services Managers, integrating maintenance management, technicians and specialist vendors into one aligned technical team.
• Own the maintenance regime for critical plant and systems – electrical distribution, UPS and standby generation, cooling and mechanical plant, BMS/EPMS and fire and life-safety systems – to protect SLAs and availability.
• Own the planned preventative maintenance programme, asset register and lifecycle planning for critical infrastructure, including capital renewal recommendations to the DC Operations Director.
• Coordinate with the Security, Soft Services and Campus Support functions so that services beyond Technical Services support data centre availability and customer outcomes.
• Own the technical services operating budget, forecasts and cost control, driving efficiency and value across maintenance contracts and specialist vendors.
• Manage to and report on technical KPIs and SLA performance, supporting the DC Operations Director in escalations, customer expectations and service reviews.
• Champion HSEQ compliance and lead business continuity, incident and emergency response.
• Ensure SLA risks are captured, assessed and mitigated in compliance with Zerra's risk management framework, with exposure surfaced to the DC Operations Director before it becomes an SLA breach.
• Own change and incident management for critical infrastructure works, applying Zerra’s risk management frameworks and process so that changes are risk-assessed and approved, and incidents are triaged, resolved and reviewed to root cause.
• Build and develop a high-performing team and manage key vendors to meet contractual and performance standards.
• Drive continuous improvement and sustainability in support of Zerra's commitments.