Director of Delivery & Customer Success

As our Director of Delivery & Customer Success you will build strong, long lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you’ll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery to provide an outstanding customer experience. 

You will be responsible for: 

• Executive relationship management for delivery outcomes
Align customer priorities with clear delivery milestones and success metrics

• Lead Service Delivery and Customer Success team
Manage and develop a high performing team across project delivery and operational readiness

• Accountable for contract and SLA delivery
Ensure projects meet contractual obligations, timelines, and acceptance criteria

• Delivery focused customer relationships
Lead regular service reviews and QBR;s and drive continuous improvement planning and delivery

• Partner with Sales and Presales to deliver outcomes
Validate realistic solutions, timelines, risks, and dependencies during negotiations

• Proactive delivery management
Coordinate teams to anticipate needs and manage delivery dependencies

• Delivery and escalation management
Lead cross functional resolution, root cause analysis, and operational and delivery reviews

Your proven commercial experience will see you bringing: 

• Minimum eight years' experience partnering with CxO’s and senior leaders
Deep expertise in strategic customer relationship management within the data centre and broader ICT industry

• Proven track record of driving strategic customer outcomes
Ability to translate customer priorities into measurable commercial and delivery results

• Demonstrated leadership of Customer Success or Service Delivery teams
Experience building, managing and coaching high performing professional teams

• Experience leading design and architecture of highly available ICT services
Strong background in data centre solutions delivered at enterprise scale

• Experience overseeing service development in data centre environments
Knowledge of how services are designed, deployed and operated within mission critical facilities

• Exceptional stakeholder management capability
Ability to engage, influence and advise effectively at all levels of an organisation, internally and externally

• Strong analytical and delivery capability
Proven ability to manage complex programs and implement major change initiatives in dynamic environments.

This is a senior leadership role requiring a proven track record of operating effectively at Executive and Senior Management levels, both internally and with key external stakeholders. Candidates with demonstrated experience in this capacity are encouraged to apply

• Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy
• Join an inclusive, diverse and values driven working culture supporting hybrid work practices
• Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move.