Job Description

GENERAL INFORMATION

Title

Customer Delivery Manager

Reports To

Senior Director Customer Success Management

Department

Data Center-Operations

Location

Job Objective

Controls and oversees the successful, efficient delivery of customer implementation in time and in budget, managing subcontractors and working close with operations, adherence to delivery agreements for customer fit-out services, fostering relationships with internal and external stakeholders.

REQUIREMENT AND QUALIFICATION

Knowledge

Data center industry, standards, best practices, process, procedure, service delivery and implementation, data center business and commercial knowledge, data center operation, service agreement and obligation control and management, contract management.

Educational

BSc. Engineering - Mechanical Engineering

Occupational

Certification

• Engineering, CDCP, CDCS, CDFOM, CTDC, PMP
• Project Management Certifications (PMP, PRINCE2)

Experience

Successfully completed commercial or technical studies or a comparable qualification. Several years of relevant professional experience as a customer or project manager, ideally in data center industry (Operation, Desing, Implementation, Technical Support, Project Management, Sales & Pre-Sales, in a technology or service company.

CAPABILITIES & SKILLS

Capabilities

• +5 years experience in the data center industry and projects delivery.
• Manage large scale complex DC facilities customer implementation requirements.
• In-depth knowledge of the data center industry and critical infrastructure.
• Customer Implementation, service delivery and customer success experience.
• Good knowledge in data center market standards, vendor procurement and commercial terms.
• Data center business experience, service level agreement management and DC hyperscale relation management.
• Good knowledge of data center process, procedure and polices.

Skills

• Independent, reliable, service-oriented, efficient, and responsible work ethic, and strong organizational skills
• Strong teamwork skills and a high degree of deadline awareness, even in time-critical projects
• Confident demeanor when interacting with employees, customers, and partners
• Process-oriented thinking and action in project management
• A self-starter with demonstrated commercial acumen, strong organisational skills.
• Excellent spoken and written communications skills to liaise effectively with all project stakeholders and building high reputation & trust with clients.
• The ability to grasp technical disputes across varying levels.
• Strong independent decision-making, organisational, planning and problem-solving skills.

ROLES, RESPONSIBILITIES & AUTHORITIES

Roles, Responsibilities & Authorities

• Control and oversees the successful, efficient delivery of customer implementation in time and budget
• Technical leadership and monitoring of timelines, milestones, dependencies, and risks up to the handover to the "in-life" phase, especially the interdependencies between the relevant sub-projects.
• Ensuring and implementing quality gates and processes, such as kick-off meetings, status delivery reviews, ready-for-installation and ready-for-operation dates for all contractually owed deliveries.
• Creation and development of action plans for risk reduction in customer projects during the implementation phase.
• Monitoring and ensuring changes are implemented during the delivery phase.
• Defines customer requirements and technical needs and translates into action plans and deliverables.
• Escalation point for the sub-project managers of the operational delivery units (data center construction, customer-specific expansions, other products such as connectivity).
• Cross-departmental clarification and prioritization, as well as documentation of all processes.
• Implementation of a standardized approach to project execution.
• Continuous development of the project methodology within the team.
• Ensuring full adherence to customer fit out obligation and KPI's.
• Ensuring full coordination during implementation phase of day-to-day activities with operations and subcontractors.
• Prepare build-out customer business cases.
• Allocates vendors and sub-contractors for installation of new equipment, based on customer requirements.
• Review technical design, proposal and materials related for customer implementation.
• Purchases material required for implementation of customer requirements.
• Coordinate and manage third party vendors for customer implementation.