Critical Operations Manager

COMPANY OVERVIEW STACK Infrastructure builds, owns, and operates hyperscale and colocation data centers that power the world’s most ambitious technology companies. With a rapidly expanding footprint across APAC, STACK combines deep development expertise, flexible capital, and operational discipline to deliver critical digital infrastructure at scale. Our clients include the largest hyperscale cloud platforms. We are building a regional platform defined by speed of delivery, power reliability, and long-term partnership — and we are assembling the team to lead that effort. SUMMARY/OBJECTIVE STACK is seeking an experienced and motivated Critical Operations Manager to support the Senior Critical Operations Manager in leading the on-site Critical Operations function, including the Facilities Management team. The role focuses on safety, team performance, availability, communication and knowledge, and reports to the Senior Critical Operations Manager. This role directly supports STACK’s commitment to 100% uptime and a concierge-level customer service experience, ensuring risk is proactively managed, planned works are executed safely, and customer communications are clear, timely and professional. ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. INCIDENT, RISK AND CHANGE MANAGEMENT • Lead and implement a standardised culture of working safely across all STACK data centre critical operations. • Own the site incident management and problem management frameworks, ensuring consistent execution across shifts and disciplines and clear escalation pathways. • Assume incident management responsibilities in line with the STACK Incident Management Framework, make risk-based operational decisions and manage leadership escalation. • Ensure PIR/RCA quality and that corrective actions are prioritised, resourced and tracked to closure to reduce repeat events. • Maintain ongoing site risk management, including hosting regular risk management meetings, updating the risk register and keeping risk management stakeholders informed. • Provide accurate and timely reporting on incidents, including PIR/RCA outcomes, problem management, change management, corrective actions and project delivery in accordance with customer SLAs and STACK requirements. OPERATIONS, MAINTENANCE AND PLANNED WORKS • Manage all aspects of data centre operations, including the operation, maintenance and repair of mission-critical equipment and systems supporting a 24/7 data centre operation, to achieve 100% uptime and compliance with customer SLAs, site certifications and legislative requirements. • Oversee and seek approval for the scheduling of minor and medium works, balancing risk, customer commitments and operational constraints, and resolve scheduling conflicts and prioritisation trade-offs. • Provide governance and prioritisation for maintenance and project scheduling and delivery, including review of work method statements, outage windows, operational risk and stakeholder or customer impact to minimise risk to ongoing operations. • Under the direction of the Senior Critical Operations Manager and Readiness Manager, ensure operational readiness and acceptance criteria are met for handover into business-as-usual operations, including spare parts, documentation, training, asset register and CMMS integration. • Develop, implement and audit local operating procedures, processes and policies in compliance with STACK standards. • Review MOP, SOP and EOP documents, incident reports, emergency event summaries and root cause analysis reports. • Manage the planned works schedule and present it to customers for approval. CONTRACTOR, VENDOR AND PROJECT MANAGEMENT • Ensure the services and activities of maintenance contractors and service providers are appropriate to data centre facilities operations, maintenance, design and construction requirements in support of STACK and customer objectives. • Support the Senior Critical Operations Manager in managing and maintaining appropriate vendor relationships, including periodic vendor performance reviews. • Provide effective oversight of assigned projects, including management of contractors and project teams across facility operations. • Work directly with Facilities Management to identify and isolate the root cause of problems and implement recommended corrective actions. CUSTOMER ENGAGEMENT AND COMMUNICATION • Build customer confidence in STACK’s operational capability when participating in customer-facing activities. • Host and present operational updates on data centre operations to customers and management. PEOPLE AND ADMINISTRATION • Support the Senior Critical Operations Manager in setting and achieving performance goals and in the development, coaching and counselling of Critical Operations team members. • Support the Senior Critical Operations Manager during periods of absence. • Provide administrative support, including procurement of supplies, purchase order requests, staff onboarding, contractor pre-qualification submissions, uniform replenishment and stock management. SAFETY AND COMPLIANCE • Actively promote a safe working environment and a culture that supports employee wellbeing. • Ensure compliance with all work health and safety procedures and requirements, including permit to work, risk assessments, safe work method statements and personal protective equipment. • Conduct site safety and hazard identification inspections. • Report all safety concerns, hazards, near misses and incidents within required timeframes. COMPETENCIES • Proven capability in the critical services industry. • Ability to lead, motivate and direct a team of technicians and operatives. • Excellent written and verbal communication skills. • Ability to manage multiple tasks and work effectively in stressful situations. • Understanding of electrical and mechanical systems used in a data centre environment, including UPS, transformers, PDUs, RPPs, chillers, CRAH units, CRAC units, STS, ATS, and fire detection and suppression systems. • Knowledge and experience in data centre trending and analysis, with the ability to rapidly learn and use PC-based site monitoring systems. • Knowledge and experience in the use of Computerised Maintenance Management and Incident Management toolsets. • Ability to communicate effectively with customers and internal stakeholders. • Ability to coordinate, supervise and communicate with contractors performing maintenance in the data centre. • Strong team orientation. WORK ENVIRONMENT / CONDITIONS Working on-site at STACK Data Centres in Victoria, Australia. TRAVEL REQUIRED • Travel between the data centre site and the STACK Melbourne head office may be required from time to time. • Travel to other STACK data centre facilities within Australia and internationally may be required from time to time. PREFERRED EDUCATION AND EXPERIENCE • Bachelor’s degree or equivalent work experience. • Certification acquired through technical education or training in electrical, electronic, communications, IT or mechanical trades. ADDITIONAL ELIGIBILITY REQUIREMENTS • Must be willing to work outside normal business hours, including weekends, late nights, public holidays and on-call support. • Must be comfortable working in a high-stress, fast-paced environment with shifting priorities. WORK AUTHORISATION/SECURITY CLEARANCE REQUIREMENTS • Must be able to attain and hold NV1 security clearance.