Customer Delivery Management Director

Reporting to the VP of Customer Solutions and Delivery, the Customer Delivery Management Director leads Digital Edge's newly established Customer Delivery Management (CDM) function - the platform-level capability accountable for the end-to-end customer experience for our hyperscale customers, from contract signing through Ready-for-Service(RFS) and into the early operations phase. The Director partners closely with Sales, Solutions Engineering, Construction & Delivery, and Country Operations. The role is based in Singapore with a regional remit across APAC.

The Director will institutionalise the CDM function across the platform: hire, develop and lead are gional team of Customer Delivery Managers (deployed locally and account-agnostic), define the operating model and playbooks, and personally act as the executive customer-delivery sponsor for our most strategic hyperscale relationships. Over time, the Director will shift the function from project-by-project firefighting to a repeatable, high-signal delivery engine that becomes a commercial differentiator for Digital Edge.

Key responsibilities:

. Stand up the Customer Delivery Management function regionally - define the operating model, RACI, playbooks, escalation framework, KPIs, and quality standards

. Own platform-level governance of customer delivery, ensuring consistency of approach across countries, accounts, and projects, and clear handoffs with Construction & Delivery, Operations, Sales, and Solutions Engineering

. Drive institutionalisation of knowledge management and cross-project learning, including CDM shadowing, post-project reviews, and codified delivery patterns

. Act as the senior Digital Edge point of contact for customer delivery for hyperscale and other strategic customers, complementing Sales and Account Management

. Own customer satisfaction (CSAT/NPS) across the delivery lifecycle, with personal accountability for top-tier accounts

. Lead executive-level escalations, recovery plans, and customer reviews chair regular cadenced governance forums with each strategic customer

. Govern customer delivery from pre-sales (in a consulted capacity supporting requirements definition and commercial/technical alignment) through contract signing, build, fit-out, commissioning, RFS, and onboarding into BAU operations

. Ensure each engagement has clear scope, work breakdown, milestones, change-control discipline, and risk management

. Drive on-time RFS delivery, contract adherence, and successful customer onboarding as the core KPIs of the function report performance into PSG, the Executive Committee, and the Board where required

. Hire, lead, develop and performance-manage a regional team of Customer Delivery Managers across Digital Edge's active markets build a deliberate language and cultural mix in the team, including Mandarin capability, to serve our customer base across Greater China and the broader region

. Coach CDMs on customer engagement, escalation handling, change management, and commercial judgement build career pathways for CDMs into senior delivery, account, and operational roles inside Digital Edge

. Own the commercial integrity of customer delivery: change requests, scope variations, and contractual deviations are tracked, costed, and resolved in a timely manner

. Partner with Finance, Legal and Procurement to ensure delivery decisions are aligned with project economics and contractual obligations

. Translate customer feedback into actionable improvements across Pre-contract, Delivery, and Operations stages.

. Champion EHS, information security, and quality across all customer-facing delivery activities

The successful candidate:

. 15+ years experience in customer-facing delivery, programme management, or customer success leadership within data centres, digital infrastructure, telecommunications, hyperscale cloud, or other mission-critical B2Benvironments

. Demonstrated track record leading end-to-end delivery for large enterprise or hyperscale customers, with personal ownership of executive customer relationships

. Proven experience building, scaling, or restructuring a customer-facing delivery, programme, or service function - not just running a steady-state team

. Strong project and change management background PMP, PgMP, PRINCE2, or equivalent preferred (engineering depth not required, but the candidate must be technically credible with infrastructure customers)

. Commercially fluent - able to read contracts, manage scope/change/cost trade-offs, and engage customer procurement and legal counterparts confidently

. Experience operating across multiple Asian markets comfortable working with both Western and Asian hyperscale customers

. Mandarin capability is a strong advantage - the Director must be able to assess, coach, and operate alongside Mandarin-speaking CDMs and engage Greater-China-headquartered customers

. People leadership experience managing a regional, distributed team able to set standards remotely and build a strong delivery culture

. Stakeholder management at C-level internally and customer-side

. Bachelor's degree required postgraduate qualification or technical degree an advantage

. Comfortable in a PE-backed, fast-growth environment - outcome-focused, structured, and resilient under pressure