Service Delivery Manager

A Snapshot 

As the Service Delivery Manager, you will report to the Senior Director, Service Delivery APJ, and collaborate closely with the broader Operations team, making your mark in several ways: 

• You will be the main point of contact for AirTrunk’s large cloud customers. 
• You will be the key in supporting our customers throughout the entire journey – from fit-out through to go-live (RFS) and onboarding – within our hyperscale data centres.  
• You will provide a variety of comprehensive project management, customer engagement, reporting and administrative services to ensure customer requirements are met with the highest level of satisfaction.  
• **This is NOT an IT-related role**

Your Day to Day 

As the Service Delivery Manager, your daily responsibilities will include, but not limited to, the following key tasks, along with tackling a variety of other exciting challenges: 

• Act as the primary point of contact with all customers throughout the build, fit-out and onboarding process. 
• Ensure Early Access, Ready for Service, and other customer contractual requirements are met by coordinating with internal teams to track and maintain compliance with all customer contract obligations. 
• Participate in design reviews and project meetings.  
• Work with the design team and the customer to ensure customer requirements for fit- out of the data centre are met. 
• Project manage, in conjunction with the development team, fit-outs being delivered by AirTrunk on behalf of customers; ensure all customer expectations are met 
• Work with the development team on programmes, obtaining design and budget approvals, conduct risk analysis, facilitate procurement and provide reporting throughout customer fit-outs 
• Coordinate customer deliveries and installs of racks, servers, network equipment, etc. 
• Support customer audits and inspections throughout the development and fit-out phases. 
• Provide ongoing BAU operational support to customers, including preparation of customer operational reporting, including SLA, security and other reporting as required by the customer. 
• Conduct audits and inspections with and on behalf of customers to ensure compliance and quality standards. 
• Work closely with the development and cost team to review and prepare budgets; negotiate costs and contracts with general contractors and equipment suppliers. 
• Maintain customer project budgets and trackers, to ensure compliance with financial policies and customer recoveries. 
• Deliver regular progress reports and status updates. 
• Respond promptly to customer requests and needs and facilitate resolution.  
• Assist facilities management in managing customer incidents and escalations. 
• Establish and maintain positive relationships and regular interaction with internal teams, external customers and vendors through proactive communication and collaboration. 
• Schedule and coordinate ongoing customer meetings and customer events. 
• Support sales and pre-sales activities by assisting with meetings, documentation and proposal as required.  

 Requirements 

To perform this role successfully, the suitably experienced individual must understand and demonstrate the basic tenets of leadership. The items in the list below are representative of the knowledge, skill, and/or ability required for satisfactorily meeting the expectations of the role.  

• Must be bi-lingual and fluent in both English and Japanese.  
• Role will be based in Osaka, Japan. 
• You have 2+ years’ project management experience in a critical operating environment 
• You are an excellent communicator who understands commercial and electrical/ mechanical technical concepts 
• You are customer-focused and will go above beyond to deliver for the customer 
• You have strong time/organizational skills 
• Ideally, you are project management (PMP) certified 
• Ideally, you have data centre infrastructure fit-out delivery experience 
• You can track and synthesize large amounts of data and prepare valuable reports and summaries to management and to customers 
• You are proficient in Microsoft SharePoint, Outlook, Word, Excel, PowerPoint and familiar with Visio, MS Project & Bluebeam 
• You are willing to travel across APAC (if required)