Customer Delivery Manager

What we need:

Reporting to the Customer Project Delivery Director, the Customer Delivery Manager (CDM) will act as the primary customer-facing delivery owner for our hyperscale customers, overseeing the successful coordination, integration, and delivery of customer requirements from contract signing through to Ready for Service (RFS)

The role works cross-functionally with construction, design, and operations teams to ensure alignment between customer requirements and delivery execution across the project lifecycle. The role is project-specific and will be locally based for the duration of the project, providing on-site delivery leadership, supported by a platform-level Customer Project Delivery Director to ensure governance, escalation management, and consistency across projects.

Key responsibilities:

Customer Delivery Management:

·      Act as the primary point of contact for customers during project delivery (build phase), RFS, and customer onboarding, ensuring alignment to contractual commitments and delivery milestones

·      Support customer engagement during pre-contract stage to support requirements definition and smooth transition into delivery

·      Ensure key customer milestones (e.g., Early Access, RFS) and contractual requirements are clearly tracked and achieved

·      Deliver regular progress reporting and facilitate customer audits and inspections during project delivery phases

·      Proactively manage customer expectations, escalations, and risks to maintain delivery confidence and satisfaction

RequirementsDefinition and Design Coordination

·      Translate customer requirements into a structured scope and work breakdown

·      Identify and define what needs to be delivered without performing detailed engineering design

·      Coordinate with Design Engineering and Solution Engineering teams to validate technical feasibility and design solutions

Project and Program Management

·      Develop and manage delivery programmes covering customer scope and key dependencies

·      Track progress against milestones and ensure alignment with overall project timelines

Customer Change Request Management:

·      Manage customer change requests, ensuring all customer changes are assessed for cost and schedule impact

Fit-Out Vendor Coordination:

·      Manage delivery of customer fit-out activities, including vendor coordination, site access, and installation sequencing

Customer Handover and Onboarding

·      Own handover of facility to customer during RFS

·      Drive successful customer onboarding, working with Customer Success Management and Operation steams to enable a smooth transition into BAU operations

Key Performance Index

·       On-time RFS delivery: % of projects delivered on or before committed RFS date

·       Customer satisfaction: Customer satisfaction score (CSAT/NPS) across delivery lifecycle

·       Contract adherence: % compliance to contractual scope with minimal deviations, cost deviations, or disputes

·       Successful customer onboarding: % of onboarding milestones achieved on time with minimal escalations or rework

The successful candidate:

Technical and Delivery Capabilities

·      10+ years of experience leading and owning end-to-end project delivery within critical operating environments (Data Center preferred)

·      Proven experience in driving data centre infrastructure delivery

·      Experience making delivery and commercial decisions and managing trade-offs across schedule, cost, and technical constraints

·      Experience working with hyperscale or large enterprise customers in data centre, cloud, or IT services

·      Strong understanding of data centre infrastructure, especially electrical &mechanical services

·      Able to define scope and work breakdown, and coordinate engineering inputs

Customer and Stakeholder Management

·      Strong customer-facing experience, having operated as a primary interface in delivery environment

·      Customer-oriented, with a proactive approach to ensuring high-quality delivery and satisfaction

·      Proven ability to navigate multi-stakeholder environments across internal teams, vendors, and customer organisations

·      Able to manage escalations, conflicts, and competing priorities

Tools and Qualifications

·      Proficient in MSOffice, MS Project / Aconex (or similar)

·      Project Management (PMP) certification preferred

Language Proficiency

·      Fluent in spoken and written English

Fluent in spoken and written Mandarin