Director, Global Client Delivery - Strategic Accounts

Digital Realty•Ashburn, VA

About The Position

Your role Single point of contact for all in region or global customer project deliverables per the contract terms, including coordination across all internal functions, processes, and people to enable effective and seamless service excellence with globally consistent customer experience. What you’ll do Act as the single point of contact for a single or multiple global strategic accounts for all in region or global project (includes hyperscale and colocation/edge nodes) providing a global consolidated view of all activities related to pre and post commissioning work. Partner up with Sales, Solution Engineering, PMG and any other internal functions in negotiation of contract/SO terms. Accountable for adherence to and delivery per project contract/SOW terms. Partner with D&C and Implementation Services to ensure project SOW and project cost are validated before being presented to the customer. Obtain approval from the customer and facilitate mobilization of all relevant teams. Host internal KOC. Partner with DE&C and Implementation Services to ensure project progress, risks, issues, dependencies, and mitigating actions are fully understood and communicated in an effective manner to customers. Partner with DE&C and Implementation Services to ensure project updates are completed, escalated for aggregation, and made ‘customer ready’. Collaborate with CSMs to assist in the development and maintaining of customer playbooks for Digital Realty’s most strategically important customers. Partner with DE&C and Implementation Services to ensure customer handover is delivered in a seamless fashion, includes customer verification documentation upload, and sign off. Ownership of customer commissioning reporting for pre-commissioning and post-commissioning projects. Participate in customer installation and Operational milestone check-in, including oversight of delivery and management of baseline schedule. Ownership of reporting of execution and closure of project punch list. Ownership of individual strategic customer accounts for all day 1 and day 2 project work within the region and/or globally. Participates in the Global Customer Operations community. Interface with Operations Management Team and contributes actively beyond the own responsibility areas.

Requirements

College degree preferably technical (i.e.: Engineering, Telecom, Computer Science etc.)
Minimum 15 years of experience in operations, data center construction and/or in the telecommunications/engineering industry.
Highly developed data center industry knowledge, experience, and perspective with commensurate verbal, analytical, presentation and writing skills.
Expert level knowledge in reading/interpreting construction plans, one-line drawings, and construction specifications.
Familiarity with construction accounting.
Expert level knowledge with various forms of customer contracts and vendor agreements (MSA, AIA, SO, etc.).
Advanced analytical and quantitative skills.
Must be detail oriented with excellent communications, interpersonal and oral/written presentation skills.
Must be a self-starter, proactive, flexible, and able to work within and meet deadlines.
Demonstrate ability to work effectively in a fast-paced, mission critical facilities environment.
Proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project.
Position requires 40 % travel to support regional/global portfolio.

Responsibilities

Act as the single point of contact for a single or multiple global strategic accounts for all in region or global project (includes hyperscale and colocation/edge nodes) providing a global consolidated view of all activities related to pre and post commissioning work.
Partner up with Sales, Solution Engineering, PMG and any other internal functions in negotiation of contract/SO terms.
Accountable for adherence to and delivery per project contract/SOW terms.
Partner with D&C and Implementation Services to ensure project SOW and project cost are validated before being presented to the customer. Obtain approval from the customer and facilitate mobilization of all relevant teams.
Host internal KOC.
Partner with DE&C and Implementation Services to ensure project progress, risks, issues, dependencies, and mitigating actions are fully understood and communicated in an effective manner to customers.
Partner with DE&C and Implementation Services to ensure project updates are completed, escalated for aggregation, and made ‘customer ready’.
Collaborate with CSMs to assist in the development and maintaining of customer playbooks for Digital Realty’s most strategically important customers.
Partner with DE&C and Implementation Services to ensure customer handover is delivered in a seamless fashion, includes customer verification documentation upload, and sign off.
Ownership of customer commissioning reporting for pre-commissioning and post-commissioning projects.
Participate in customer installation and Operational milestone check-in, including oversight of delivery and management of baseline schedule.
Ownership of reporting of execution and closure of project punch list.
Ownership of individual strategic customer accounts for all day 1 and day 2 project work within the region and/or globally.
Participates in the Global Customer Operations community.
Interface with Operations Management Team and contributes actively beyond the own responsibility areas.