Manager, Global Client Delivery -Strategic Accounts

Responsibilities

• Serve as the primary point of contact for one or more global strategic accounts, providing a consolidated global view of all project activities across regional and global portfolios, including hyperscale, colocation, and edge node deployments.
• Partner with Sales, Solution Engineering, PMG, and other internal stakeholders to support negotiation of contract and service order terms.
• Ensure project delivery aligns with contractual and statement of work requirements.
• Partner with D&C and Implementation Services to validate project scope of work and project costs before client presentation; secure client approval and support mobilization of all relevant teams.
• Lead internal kickoff coordination to align stakeholders on scope, deliverables, timelines, risks, and responsibilities.
• Partner with DE&C and Implementation Services to ensure project progress, risks, issues, dependencies, and mitigation plans are clearly understood and effectively communicated to clients.
• Coordinate completion, escalation, aggregation, and quality review of project updates to ensure they are client-ready
• Collaborate with CSMs to support the development and maintenance of client playbooks for Digital Realty’s most strategically important clients.
• Partner with DE&C and Implementation Services to deliver a seamless client handover, including completion of verification documentation, uploads, and signoff.
• Own client commissioning reporting for pre-commissioning and post-commissioning projects.
• Participate in client installation and operational milestone reviews, including oversight of delivery progress and baseline schedule management.
• Own reporting on project punch-list execution and closure.
• Manage assigned strategic client accounts for all Day 1 and Day 2 project work within the region and/or globally
• Actively participate in the Global Client Operations community to promote alignment, best-practice sharing, and consistent delivery standards.
• Engage with the Operations Management Team and contribute beyond direct areas of responsibility to support broader organizational objectives.
• Partner closely with internal functional teams, including D&C, Implementation Services, Sales, Solution Engineering, Operations, and PMG, while maintaining effective external engagement with clients and strategic integrators.
• Demonstrate strong knowledge of Digital Realty products, services, value propositions, and mission-critical infrastructure components.
• Analyse and resolve complex problems involving multiple options and limited information.
• Apply strong negotiation, conflict resolution, influencing, and leadership skills to achieve successful outcomes.
• Communicate effectively with stakeholders at all levels, including listening actively, speaking clearly and concisely, and producing accurate, timely reports.
• Build alignment across teams and influence outcomes in support of client success, even without direct authority.
• Demonstrate high energy, self-motivation, commitment to service excellence, and a strong client-focused mindset.
• Influence decision-making processes, align stakeholders behind agreed decisions, and make sound decisions quickly under pressure
• Collaborate with internal teams to support smooth execution of firmwide and team objectives.
• Act independently and exercise sound judgment with minimal supervision.
• Demonstrate integrity and maintain confidentiality, particularly when overseeing sensitive matters or complaints.
• Apply strong organizational skills to ensure internal departments contribute to a timely, high-quality client experience.
• Deliver effective presentations and respond confidently to questions from internal and external stakeholders.
• Address and resolve relevant client escalations to support high client satisfaction.
• Monitor internal and external client satisfaction and demonstrate continuous improvement in client experience

Qualifications

• Bachelor’s degree preferred, ideally in a technical discipline such as Engineering, Telecommunications, Computer Science, or a related field.

• Minimum of 10 years of experience in operations, data centre construction, telecommunications, engineering, or a related industry.

• Deep data centre industry knowledge, experience, and perspective, supported by strong verbal, analytical, presentation, and written communication skills.

• Expert-level ability to read and interpret construction plans, one-line drawings, and construction specifications.
• Working knowledge of construction accounting principles and practices.
• Expert-level knowledge of client contracts and vendor agreements, including MSAs, AIA agreements, service orders, and related commercial documentation.
• Advanced analytical and quantitative skills.
• Highly detail-oriented, with excellent communication, interpersonal, and oral and written presentation skills.
• Self-starter who is proactive, flexible, deadline-driven, and comfortable working with limited direction.
• Demonstrated ability to work effectively in a fast-paced, mission-critical facilities environment.
• Proficient in Microsoft productivity tools, including Word, Access, Excel, Visio, and Project.
• Ability to travel up to 40% to support regional and global portfolio requirements.