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Summary of Scope of Work
This role involves overseeing end-to-end project execution, managing customer relationships, and ensuring
service excellence in a 24/7 critical facility environment. Key responsibilities include project management (budget,
schedule, quality), vendor and stakeholder coordination, SLA compliance, and continuous improvement of
operational and service standards to meet high customer expectations.
Key Duties and Responsibilites
Project Management and Documentation
Collaborate with Sales, construction team, site operation team and customer representatives to prepare and
submit responses to RFQs/RFPs.
Understand data center design, operations, and its capabilities to define customer requirements and project
scope.
Prepare RFQs and conduct vendor due diligence, selection, and onboarding for data hall, office, and storage
build-outs work.
Monitor and report on project scope, status, budget, timelines, and quality to stakeholders.
Coordinate with internal and external teams to ensure timely project execution.
Work closely with stakeholders and the Finance team to ensure timely procurement within budget.
Supervise vendors to ensure project delivery meets internal standards and contractual obligations.
Maintain accurate project documentation and contracts for audits and record retention.
Ensure compliance with certifications and audit requirements relevant to the customer.
Customer Relationship Management
Serve as the primary point of contact for customer interactions, including onboarding, service changes, ongoing
incidents and monthly reporting, and escalations.
Manage customer contracts, SLAs, and service requirements.
Track and resolve customer inquiries, issues, and complaints.
Provide technical support while ensuring compliance with company policies.
Work closely with site operation team, engineering support team to troubleshoot and resolve customer
issues efficiently.
Conduct internal service reviews and submit reports to stakeholders.
Ensure accurate and timely reporting of customer service metrics.
Carefully monitor site operations and data center health to detect and proactively resolve potential issues
before they impact customer services.
Technical and Operational Expertise
Possess a strong understanding of data center engineering design and building systems operations.
Lead capacity planning for space, power, and cooling.
Respond promptly to emergencies and customer concerns.
Maintain and update as-built drawings and Method of Procedures (MoPs) for maintenance activities.
Communication skills and relationship-building skills are a key to succeed in this role, as this role works as
a hub between customers, sales, site operations and construction team.
Ability to provide timely and appropriate reports and escalations both verbally and in writing.
Additional Responsibilities
Perform other duties or special projects as assigned by management.
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