Senior Manager / Director, Strategic Operations Support

Who we are:

Digital Edge DC (Digital Edge) is an emerging 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 aim to 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 billion in committed capital.

Founded in late 2020 the company has grown rapidly across multiple markets in the region, and this role is an exciting opportunity to join the team as we further expand our footprint across Asia.

Our values:

• Responsibility: We take ownership of our actions and outcomes.
• Innovation: We embrace change and create bold solutions.  
• Strive: We show grit, resilience and relentless drive.
• Excellence: We pursue the highest standards in all we do.   
• Respect: We act with integrity and treat others with dignity.

What we need:

Reporting to the Chief Data Center Operations Officer / Vice President, Infrastructure Operations , this role is responsible for managing and optimizing the Operational relationship with Strategic customers. This role ensures seamless delivery of services, alignment with customer procedures, and proactive support across technical and operational domains. The ideal candidate will act as a trusted advisor, driving operational excellence and strategic alignment between the customer and operations teams.

Key Responsibilities:

Serve as the primary Operational point of escalation for Strategic customers & to build & maintain strong relationships with customer operations stakeholders. To review and ensure consistent operations delivery & services performance to strategic customers across their deployments in DE data centres.

• Operational Excellence
• Ensure adherence to SLAs, KPIs, and compliance requirements.
• Align internal teams with customer-specific operational procedures and standards including monthly reports, maintenance practices & notification
• Coordinate incident response, root cause analysis, and continuous improvement initiatives.
• Technical Coordination
• Collaborate with construction, engineering, infrastructure operations, and support teams to resolve technical issues.
• Understand customer architecture and operational dependencies.
• Support onboarding & change management
• Support Customer Success Manager (CSM) in business / operations performance review
  
  
• Reporting & Strategic Planning

o      Provide regular performance reports and dashboards

o      Analyze trends and proactively address potential risks or inefficiencies.

o      Identify opportunities for service improvement and innovation.

o      Contribute to customer growth strategies through operational insights.

o      Lead cross-functional initiatives to enhance customer experience.

• Actively champion and implement policies and procedures for occupational health & safety in the workplace, information security management, environmental management systems; incident management; and comply with all legal regulatory requirements of the organization

The successful candidate:

• Bachelor’s degree in Engineering, IT, Computer Science, or related field from an accredited college or university
• 7+ years of experience in data centre operations, service delivery or technical account management & at least 3 years in a supervisory / management role
• Experience working with hyperscale customers in data centre, cloud, or IT services. (e.g. AWS, MSFT, Google Cloud, Alibaba, Tencent,..)
• Strong understanding of data center MEP infrastructure, BMS, maintenance and operational workflows.
• Possess data centre related certifications, such as CDCP, CDCS or equivalent
• Excellent communication, stakeholder management, and problem-solving skills.
• Familiarity with ITIL, ISO standards, and service management tools (e.g., ServiceNow).
• Team player willing to be hands-on in a dynamic and fast paced environment
• Well organized & able to think rationally during fault / issue resolution
• Strategic mindset with a customer-first approach
• Fluency in English and Mandarin is essential