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
Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.
Make NEXTDC your next move.
At NEXTDC we are building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies. We are an exciting ASX 100-listed technology company, operating 13 data centres across 7 major cities in Australia, with future national and international expansions in planning. Here at NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.
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