General Description
The Team Leader 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
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
