Service Delivery Director

Want to be a part of Asia Pacific & Japan's (APJ) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a technology company with a powerful purpose - to scale and sustain the relentless growth of the region's digital future. We do this by continuously redefining and delivering hyperscale data centres that meet the needs of our customers - the world's most transformational companies. And we're doing so sustainably, for today and tomorrow.

Having opened Australia's first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APJ region. With backing from our investors, including Blackstone, this is just the beginning

Come join the A-Team at AirTrunk, where the cloud meets the ground.

**A Snapshot**

At AirTrunk, we've all come together to deliver data centres that meet and grow with the needs of our large cloud, content and enterprise customers.

As the Service Delivery Director, you will report to the Senior Director, Service Delivery. You will work closely with the entire AirTrunk business, and have the support of Service Delivery Managers to help you make your mark in a number of ways:

- You will be aligned to a specific AirTrunk customer, to become their dedicated and consistent AirTrunk representative throughout all interactions with AirTrunk.
- You will support the customer in all dealings to ensure customer requirements are understood and delivered where able.
- You will build a strong and trusted working partnership with your aligned customer through personalised service, that enables ease to future expansions/growth in all regions.
- You will act as the customer's voice and assist with pre and post contract execution to ensure maximum clarity between the customer and AirTrunk is achieved.
- You will aid relevant AirTrunk business units to ensure the RFP is consistent, to enable AirTrunk to deliver a consistent experience across all regions your aligned customer is based.
- You will oversee the work performed by the Service Delivery Manager, particularly in regard to assisting customers with onboarding, fit-out, and go live in our hyperscale data centre facility

**Your Day to Day**
- Assist with pre-contract negotiations by providing technical lens / customer insights to influence solutions that deliver maximum value to a customer at the best price point for AirTrunk.
- Assist Designers by providing prior context and customer insights to enable them to efficiently design a solution that achieves customer preferences and meets expectations.
- Be the customer voice within AirTrunk and assist the business in all interactions relevant to your aligned customer across all regions.
- Collate and document customer requirements, including any modifications, and distribute to your aligned customer and relevant AirTrunk business units to ensure transparency across all parties.
- Identify customer pain points and collaborate with AirTrunkers to resolve issues and mitigate risks, to keep the project on schedule and budget.
- Manage customer escalations and facilitate resolutions.
- Coordinate onsite Service Delivery Managers to ensure they deliver in line with customer expectations, including supporting them with:

- Ensuring Early Access, Ready for Service, validating customer contractual requirements are met and maintaining compliance with all contract obligations.
- Project managing, in conjunction with the development team to ensure all customer expectations are met
- Customer audits and inspections throughout the development and fit-out process
- Conducting audits and inspections with and on behalf of customers
- Liaise with the Development team to prepare budgets and assist them with negotiating costs and contracts with GCs and equipment suppliers.

**Requirements**:

- Has delivered and built a trusted working relation with their appointed customer in the past
- Service delivery experience in the data centre industry highly preferred
- Bilingual proficiency in English and Japanese to support client engagement, documentation and service delivery with Japanese-speaking clients
- 5+ years project management experience in critical operating environment
- Project management (PMP) certification
- You can track and synthesize large amounts of data and prepare valuable reports and summaries to management and to customers
- Experience working in cross-cultural environments
- You are willing to travel across APAC
- Strong proficiency with Microsoft Office including Sharepoint, Outlook, Word, Excel, PowerPoint, MS Project & Bluebeam

**The AirTrunk Culture**

The pace in which we operate means you'll feel an electric atmosphere at AirTrunk. We are a team of challengers and collaborative problem solvers who break new ground every day. We do this by living our values, going above and beyond, and being dynamic, transparent, and responsive.

Every AirTrunker brings their own unique background and diver