Customer Engagement: Serve as the primary point of contact for project delivery and ongoing service operations. Ensure the delivery of operational services aligns with the Service Level Agreement and agreed-upon costs. Partially led a virtual delivery team to guarantee customer satisfaction through the efficient delivery of services.
Service Scope Management: Oversee services including Data Center Build-to-Suit, Hosting. Manage the entire account lifecycle from project delivery to ongoing operations.
Communication & Coordination: Handle communication with customers regarding project delivery and service operations. Coordinate internal resources to meet company standards and customer needs. Facilitate effective internal team meetings for clear communication with customers.
Project Leadership: Coordinate end-to-end Data Center construction and customization projects. Collaborate with sales, presales, design, construction, and T&C teams to manage project schedules, quality, costs, and risks. Escalate issues to senior management and ensure project closure with customer acceptance.
Operational Excellence: Maintain responsibility for SLA adherence and customer satisfaction during operations. Coordinate with DC operation, Network, and IT service teams for ongoing service improvement and risk mitigation.
Process Compliance: Ensure compliance with internal processes related to procurement, audits, ITIL, and project management.
Team Collaboration: Work closely with internal teams to execute customer contracts and achieve customer satisfaction. Embrace challenges and adapt to changes with a team-oriented approach.