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