Supervisor – Land Transport, WG Operations - #1113243

General Description

The Supervisor for White Glove Operations will be a critical on-the-ground leader responsible for the flawless execution of high-value, sensitive IT logistics. This role requires a hands-on approach to manage the entire delivery lifecycle, from pre-transit checks to final placement within the data center. The ideal candidate will possess exceptional leadership skills, a deep commitment to safety, and a meticulous eye for operational excellence, ensuring timely deliveries and seamless coordination with all stakeholders.

Specific Accountabilities

Operational Oversight & Execution

• Lead and supervise all aspects of "white glove" deliveries, including the loading, transit, unloading, and precision placement of sensitive IT equipment (e.g., servers, racks, networking gear).

• Conduct pre-delivery briefings and on-site risk assessments to identify potential issues and ensure all necessary equipment and protocols are in place.

• Act as the primary point of contact on-site, managing the end-to-end process and troubleshooting any operational challenges in real-time.

• Ensure all standard operating procedures (SOPs) are followed to maintain the integrity and security of the cargo throughout the entire process.

Team Management & Leadership

• Lead, mentor, and motivate a team of white glove technicians and assistants, fostering a culture of accountability, professionalism, and safety.

• Create and manage daily schedules and task assignments for the team, ensuring optimal resource allocation for each project.

• Conduct regular performance reviews and provide constructive feedback to team members to support their professional development.

• Ensure the team is properly trained on all relevant safety protocols, equipment handling, and client-specific requirements.

Communication & Stakeholder Management

• Serve as the main liaison with the "Control Tower" or central operations team, providing timely and accurate updates on project status, delays, and completion milestones.

• Manage communication and coordination with the data center operators and client representatives on-site, ensuring a smooth handoff and adherence to all facility rules and regulations.

• Provide clear and concise communication regarding estimated times of arrival (ETAs) and project timelines to all relevant parties.

• Accurately complete and submit all required documentation, including delivery reports, incident reports, and timesheets.

Safety & Compliance

• Uphold and enforce all safety protocols, including the use of appropriate Personal Protective Equipment (PPE), safe lifting techniques, and clean-room procedures.

• Ensure the team is fully compliant with the data center's safety and access protocols at all times.

• Conduct on-site safety checks and lead a proactive approach to hazard identification and risk mitigation.

• Act as the immediate first responder for any on-site incidents, coordinating with the safety manager and following established emergency procedures.

Timeliness & Performance

• Proactively manage all project timelines to ensure on-time delivery and completion, minimizing any potential for service-level agreement (SLA) breaches.

• Analyze and report on team performance metrics, including on-time delivery rates and incident frequency, to identify areas for improvement.

Skills Required

• Strong critical thinking, analytical and problem-solving skills

• Good mix of business and systems knowledge

• Excellent interpersonal and communication skills, both verbal and written (English); fluency in other Asian languages a plus

• Team player with a good working attitude and the ability to learn quickly

• Keen eye for process improvement 

Experience and Qualifications

• Minimum of 5 years of experience in logistics, data center operations, or a similar high-stakes operational environment.

• At least 2 years of proven experience in a team leader or supervisory role.

• Demonstrated experience in a "white glove" or precision logistics setting, with a strong understanding of handling high-value IT equipment.