Customer Delivery Management Director

Who we are:

Digital Edge DC (Digital Edge) is a leading data center platform company, established to transform digital infrastructure in Asia. We seek to build the foundation for the world’s digital future, helping organizations to grow sustainably and empowering the populations they serve.

Through building and operating state-of-the-art, energy-efficient data centers rich with connectivity options, we bring new colocation and interconnect options to the Asian market, making infrastructure deployment in the region easy, efficient and economical. Backed by Stonepeak, a leading alternative investment firm specializing in infrastructure and real assets, Digital Edge has in excess of US$1.6 billion in committed capital.

Founded in late 2019, the company has grown rapidly across multiple markets in the region, with 31 data centers in operations and under construction, and this role is an exciting opportunity to join the team as we further expand our footprint across Asia.

Our values:

• Respect: We embrace diversity and collaboration.
• Innovation: We share ideas and solve problems.  
• Strive: We are driven and determined.
• Excellence: We seek to deliver the best.   
• Responsibility: We do what’s right for our people and the planet.

What we need:

Reporting to the VP of Customer Solutions and Delivery, the Customer Delivery Management Director leads Digital Edge’s newly established Customer Delivery Management (CDM) function – the platform-level capability accountable for the end-to-end customer experience for our hyperscale customers, from contract signing through Ready-for-Service (RFS) and into the early operations phase. The Director partners closely with Sales, Solutions Engineering, Construction & Delivery, and Country Operations. The role is based in Singapore with a regional remit across APAC.

The Director will institutionalise the CDM function across the platform: hire, develop and lead a regional team of Customer Delivery Managers (deployed locally and account-agnostic), define the operating model and playbooks, and personally act as the executive customer-delivery sponsor for our most strategic hyperscale relationships. Over time, the Director will shift the function from project-by-project firefighting to a repeatable, high-signal delivery engine that becomes a commercial differentiator for Digital Edge.

Key responsibilities:

• Stand up the Customer Delivery Management function regionally – define the operating model, RACI, playbooks, escalation framework, KPIs, and quality standards
• Own platform-level governance of customer delivery, ensuring consistency of approach across countries, accounts, and projects, and clear handoffs with Construction & Delivery, Operations, Sales, and Solutions Engineering
• Drive institutionalisation of knowledge management and cross-project learning, including CDM shadowing, post-project reviews, and codified delivery patterns
• Act as the senior Digital Edge point of contact for customer delivery for hyperscale and other strategic customers, complementing Sales and Account Management
• Own customer satisfaction (CSAT/NPS) across the delivery lifecycle, with personal accountability for top-tier accounts
• Lead executive-level escalations, recovery plans, and customer reviews; chair regular cadenced governance forums with each strategic customer
• Govern customer delivery from pre-sales (in a consulted capacity supporting requirements definition and commercial/technical alignment) through contract signing, build, fit-out, commissioning, RFS, and onboarding into BAU operations
• Ensure each engagement has clear scope, work breakdown, milestones, change-control discipline, and risk management
• Drive on-time RFS delivery, contract adherence, and successful customer onboarding as the core KPIs of the function; report performance into PSG, the Executive Committee, and the Board where required
• Hire, lead, develop and performance-manage a regional team of Customer Delivery Managers across Digital Edge’s active markets; build a deliberate language and cultural mix in the team, including Mandarin capability, to serve our customer base across Greater China and the broader region
• Coach CDMs on customer engagement, escalation handling, change management, and commercial judgement; build career pathways for CDMs into senior delivery, account, and operational roles inside Digital Edge
• Own the commercial integrity of customer delivery: change requests, scope variations, and contractual deviations are tracked, costed, and resolved in a timely manner
• Partner with Finance, Legal and Procurement to ensure delivery decisions are aligned with project economics and contractual obligations
• Translate customer feedback into actionable improvements across Pre-contract, Delivery, and Operations stages.
• Champion EHS, information security, and quality across all customer-facing delivery activities

The successful candidate:

• 15+ years’ experience in customer-facing delivery, programme management, or customer success leadership within data centres, digital infrastructure, telecommunications, hyperscale cloud, or other mission-critical B2B environments
• Demonstrated track record leading end-to-end delivery for large enterprise or hyperscale customers, with personal ownership of executive customer relationships
• Proven experience building, scaling, or restructuring a customer-facing delivery, programme, or service function – not just running a steady-state team
• Strong project and change management background; PMP, PgMP, PRINCE2, or equivalent preferred (engineering depth not required, but the candidate must be technically credible with infrastructure customers)
• Commercially fluent – able to read contracts, manage scope/change/cost trade-offs, and engage customer procurement and legal counterparts confidently
• Experience operating across multiple Asian markets; comfortable working with both Western and Asian hyperscale customers
• Mandarin capability is a strong advantage – the Director must be able to assess, coach, and operate alongside Mandarin-speaking CDMs and engage Greater-China-headquartered customers
• People leadership experience managing a regional, distributed team; able to set standards remotely and build a strong delivery culture
• Stakeholder management at C-level internally and customer-side
• Bachelor’s degree required; postgraduate qualification or technical degree an advantage
• Comfortable in a PE-backed, fast-growth environment – outcome-focused, structured, and resilient under pressure

If you’re ready to help shape the next phase of a fast‑growing digital infrastructure platform, we’d like to hear from you.