Director of Delivery & Customer Success

At NEXTDC we are building the heart of Australia & Asia’s high tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers.

NEXTDC is an exciting ASX 100 listed technology company, only 15 years young and operating 17 data centres across 7 major cities in Australia, with multiple international sites in development to support our customer’s digital infrastructure.

At NEXTDC our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer centric data centre services company.

Where Cloud lives and AI thrives

 

As our Head of Customer Success and Delivery you will build strong, long lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you’ll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery to provide an outstanding customer experience. 

You will be responsible for: 

• Executive relationship management for delivery outcomes

Align customer priorities with clear delivery milestones and success metrics

• Lead Service Delivery and Customer Success team

Manage and develop a high performing team across project delivery and operational readiness

• Accountable for contract and SLA delivery

Ensure projects meet contractual obligations, timelines, and acceptance criteria

• Delivery focused customer relationships

Lead regular service reviews and QBR;s and drive continuous improvement planning and delivery

• Partner with Sales and Presales to deliver outcomes

Validate realistic solutions, timelines, risks, and dependencies during negotiations

• Proactive delivery management

Coordinate teams to anticipate needs and manage delivery dependencies

• Delivery and escalation management

Lead cross functional resolution, root cause analysis, and operational and delivery reviews

 

Your proven commercial experience will see you bringing: 

• Minimum eight years' experience partnering with CxO’s and senior leaders

Deep expertise in strategic customer relationship management within the data centre and broader ICT industry

• Proven track record of driving strategic customer outcomes

Ability to translate customer priorities into measurable commercial and delivery results

• Demonstrated leadership of Customer Success or Service Delivery teams

Experience building, managing and coaching high performing professional teams

• Experience leading design and architecture of highly available ICT services

Strong background in data centre solutions delivered at enterprise scale

• Experience overseeing service development in data centre environments

Knowledge of how services are designed, deployed and operated within mission critical facilities

• Exceptional stakeholder management capability

Ability to engage, influence and advise effectively at all levels of an organisation, internally and externally

• Strong analytical and delivery capability

Proven ability to manage complex programs and implement major change initiatives in dynamic environments.

 

This is a senior leadership role requiring a proven track record of operating effectively at Executive and Senior Management levels, both internally and with key external stakeholders. Candidates with demonstrated experience in this capacity are encouraged to apply

 

• Seize this exciting opportunity to join one of Australia’s fastest growing companies and play a key contributing role in the future of AI and the digital economy
• Join an inclusive, diverse and values driven working culture supporting hybrid work practices
• Enjoy awesome employee benefits (gifted share options, NEXTDC days, volunteer days, professional development, holistic wellbeing and mental health programs and more)
• Great opportunities to progress within our company (grow as we grow)

 

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move.