NDP1 Campus Service Delivery Manager

Position

The NDP1 Campus Service Delivery Manager will be part of the Data Centre team.

Location

Based in our offices in Batam, Indonesia.

Overview

The NDP1 Campus Service Delivery Manager role is to cover end-to-end delivery of colocation in term of wholesale or retail and connectivity services. This role ensures customer takeover RFS and provides continuous provide services to customers during post RFS. This role requires the ability to operate effectively within a multicultural and regional business environment, building strong relationships with customers and supply chain stakeholders.

Key Responsibilities

Customer Service Delivery and Service Governance

• As the primary operational interface for assigned customers and ensure effective day-to day service delivery and every new Data Center Customers during on boarding.
• Establish and maintain effective working relationships with customers and key stakeholders.
• Understand customer operational and business requirements and ensure they are effectively incorporated into service delivery arrangements.
• Establish appropriate governance structure, meeting cadence, escalation channels and communication protocols.
• Lead regular customer service review meetings and ensure agreed actions are clearly documented, assigned and followed through.
• Monitor customer satisfaction and proactively identify opportunities to improve the overall customer experience.
• Maintain a professional structured approach to customer communication, particularly when managing service performance concerns or contractual matters.
• Work closely with Construction & Project department, Operations team, Sales department and relevant stakeholders to ensure customer matters are appropriately managed and communicated to customers.

SLA, KPI and Service Performance Management

• Monitor service deliver performance with agreed SLAs, KPIs and contractual requirements.
• Establish and maintain appropriate service performance dashboards and reporting mechanisms.
• Track service availability, response performance, maintenance performance, service requests, customer commitments and other agreed service metrics.
• Identify SLA risks, performance gaps and recurring service deficiencies and coordinate appropriate improvement actions.
• Prepare and present periodic service performance reports to customers and management.
• Ensure service performance data is accurate, timely and supported by appropriate operational records.
• Review service trends and identify opportunities for continual service improvement.
• Coordinate with Operations, FM, Security, ICT and specialist service providers to address service performance gaps.

Contract & Commercial Management

• Monitor service delivery against contractual scope, obligations and agreed service levels.
• Maintain visibility of customer commitments, contractual deliverables, service exclusions and commercial dependencies.
• Support the management of service credits, performance deductions, commercial adjustments and other contractual remedies when and where applicable
• Work with Commercial, Finance and Legal teams on customer contract-related matters.
• Support contract reviews, renewals, amendments, scope changes and commercial discussions.
• Identify potential commercial and contractual risks arising from service performance and escalate appropriately.
• Ensure changes to customer requirements or service scope are properly assessed for operational, commercial and contra ctual impact.
• Support preparation of commercial proposals, service change requests and customer quotations.
• Maintain appropriate records of commercial commitments, customer approvals and agreed service changes.

Customer Service Requests and Service Coordination

• Maintain oversight of customer service requests and ensure they are appropriately assigned, tracked and closed.
• Monitor response and completion performance against agreed service levels.
• Coordinate with the technical team and relevant operational teams where customer request require technical assessment or intervention.
• Ensure customer commitments and agreed actions are tracked through to completion.
• Identify recurring service requests and opportunities for process or service improvement.
• Ensure customer-facing activities are conducted in accordance with the site security, operational and access requirements.

Customer Incident and Service Disruption Governance

• Monitor the customer service impact arising from significant incidents and service disruptions.
• Ensure appropriate customer communication and escalation processes are followed.
• Work with the operations team to ensure service impacting incidents are properly recorded and followed through.
• Review incident trends and their impact on SLA and contractual performance.
• Ensure significant incidents that may result in SLA impact, service credits or contractual exposure are appropriately escalated.
• Review incident closure information and associated service performance implications.
• Monitor completion of agreed corrective and improvement actions from service governance perspective.

Service Improvement & continual improvement

• Develop and maintain service improvement plans based on SLA performance, customer feedback, operational trends and service reviews.
• Identify opportunities to improve customer experience, service quality and operational efficiency.
• Work with Operations and service providers to establish measurable improvement actions.
• Track improvement initiatives to completion and assess their effectiveness.
• Identifying recurring service deficiencies and ensure they are addressed through appropriate operational or commercial channels.
• Incorporate customer feedback and lessons learned into service delivery processes.

Operational Readiness and Customer Transition

• Support customer onboarding service commencement and operational readiness activities.
• Work with Operations and service providers to establish measurable improvement actions.
• Ensure customer service requirements, contact structures, escalation matrices and governance arrangements are established before service commencement.
• Support customer migration, expansion and CHANGE activities from a service delivery and commercial perspective.
• Ensure agreed customer commitments are incorporated into operational service arrangements.
• Support handover from project transition into steady state service delivery.

ITSM Customer Portal and Service Management

• Monitor and promote effective use of the IT Service Management platform for customer incidents, customer requests, customer Changes, Customer problems and service reporting
• Ensure service related records are accurately maintained and available for SLA and contractual reporting.
• Monitor service management data to identify trends, performance gaps and improvement opportunities.
• Coordinate with finance and sales team for customer services invoice and billing

Qualifications & Experiences

Mandatory Requirements:

• Bachelor’s degree or equivalent in Engineering, Facilities Management, Operations Management or a related discipline.
• 5+ years of relevant professional experience within the data centres, critical infrastructure, telecommunications technology infrastructure.
• Demonstrated experience managing enterprise customers and multiple internal and external stakeholders.
• Experience working in an SLA and KPI driven service environment.
• Experience with commercial and contractual service obligations.
• Technical knowledge in data centre electrical, mechanical, HVAC, liquid cooled, connectivity.
• Excellent communication skills and customer management skills. Diplomatic but capable of challenging customers, vendors and internal stakeholders when required.
• Strong negotiation, influencing and conflict resolution skills.
• Effective negotiation and escalation handling, managing when timelines slips or requirements are change.
• Proficiency in English and additional regional language capability would be advantageous that supports effective engagement with customers and supply chain stakeholders.