Director Customer Delivery, Data Center Operations
Overview
Own the customer relationship and retention across Rowan's data center and power generation portfolio, reporting to the VP of Critical Operations. Lead a growing team spanning Customer Operations, SLA & Performance Governance, and Commercial Administration, partnering directly with the heads of Critical Operations, Operations Analytics, and Security Operations. Translate customer expectations into operational requirements, surface risk early, and drive SLA adherence. Backed by Quinbrook and Blackstone, this role stands at the intersection of customer advocacy and operational realism, shaping the delivery of sustainable data center solutions.
What You'll Do10
- 1Own customer relationships across all sites, with direct ownership of satisfaction and retention outcomes, using NPS program to drive improvements.
- 2Run customer-facing performance reviews and business updates that strengthen confidence in delivery, leveraging SLA metrics.
- 3Own SLA adherence and service performance, tracking and reporting on customer health, closing gaps between expectations and delivery.
- 4Own customer invoicing end to end, ensuring charges reflect contracted terms, service levels, and actual delivery, and are issued accurately and on time.
- 5Own O&M accounting, including cost tracking, cost recovery, and pass-through charges, ensuring accuracy and defensibility.
- 6Serve as customer-facing owner for billing questions, disputes, and reconciliations, driving internal resolution.
- 7Translate customer expectations into actionable operational requirements, bringing commitments into planning and flagging collisions.
- 8Lead structured customer communication during incidents, aligning with Operations and Security.
- 9Partner with Business Development to ground commitments in operational reality, advising on SLAs and service terms before finalization.
- 10Build, coach, and scale a customer-facing organization, setting structure, goals, and performance frameworks.
Requirements10
- 18+ years in customer success, account management, or senior customer-facing role, including 3+ years leading and scaling teams.
- 2Bachelor's degree in business, operations, engineering, or related field; advanced degree a plus.
- 3Proven track record owning retention and satisfaction outcomes for high-value, complex accounts.
- 4Strong command of SLA management, service performance, and customer health reporting in operational or infrastructure environment.
- 5Demonstrated ability to influence without authority and drive alignment across functional peers and executive stakeholders.
- 6Experience partnering with sales or business development across the deal cycle, advising on SLAs and owning handoff.
- 7Excellent communication and executive presence, with ability to lead calmly during incidents and high-pressure events.
- 8Data-driven mindset, comfortable with performance metrics, trade-offs, and defending reporting to customers.
- 9Sound judgment balancing customer advocacy with operational realism, surfacing risk early.
- 10Preferred: experience in data center, critical infrastructure, or mission-critical facilities; familiarity with SOC, regulatory, and security audits.
Salary Insight
$180 - $215k per year
Location
Required Skills
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