Service Delivery Manager

About Yondr

Yondr is a disruptor. We challenge convention and simplify complexity. A global developer, owner operator and service provider of Data Centers, we deliver complex Data Center capacity needs for the world’s largest tech companies. Our exponential growth sees us looking for extraordinary people to help accelerate us towards our vision: a tomorrow without constraints.

But we can’t do this without you.

 

About the role

Our business is growing, and we need an experienced Service Delivery Manager, to join our dynamic Operations team. You will be responsible for overseeing the delivery of Data Center services to ensure the highest levels of operational efficiency, reliability, and customer satisfaction. You will play a pivotal role in managing and optimizing all aspects of service delivery within our Data Centers in APAC and driving continuous improvement initiatives.

The role will ensure all appropriate stakeholders are aware of the contractual and technical handover requirements, that they are tracked, reported on effectively and achieved to meet the project completion dates. Holding a strong focus on understanding the Client’s specific interface requirements to act as the liaison between the Operations team and external customers.

To provide the best-in-class client experience during the delivery of facilities and leading to best-in-class reputation within the industry.

 

Main responsibilities

/ Able to develop and maintain expertise in Yondr services.

/ Leads and carries out customer meetings, potentially including Business Reviews.

/ Proper comprehension of customers' contractual Service Level Agreements (SLAs).

/ Engages in projects within the department, prioritizing tasks and ensuring completion of assigned activities.

/ Establishes strong relationships with our Operations and cross functional teams across the organization globally.

/ Ability to educate customers on Yondr’s support systems, procedures and policies.

/ Builds professional relationships with customers to enhance engagement and satisfaction.

/ Ensures customer satisfaction across a designated portfolio, measured through customer feedback surveys, etc.

/ Utilizes Yondr's tools, systems and processes effectively, such as ticketing systems, case management, etc.

/ Takes ownership of and resolves a variety of customer requests and account issues, both standard and non-standard.

/ Manage the installation of services for new and existing customers, collaborating across the different departments to ensure timely delivery according to customer expectations.

 

Qualifications and experience

/ Bachelor’s degree in a related field is preferred.

/ Preference for experience in managing client teams and understanding of Data Center operations and service delivery.

/ Good exposure of covering multiple projects with multiple clients simultaneously across the region would be advantageous.

/ Excellent verbal and written communication skills in English and a second language (Mandarin/Bahasa) in order to liaise with on-site teams and clients.

/ Expert in running efficient meetings, tracking action items and deliverables, and ensuring closed loop communications.

/ Creative and passionate about creating solutions to customer problems, with a track record of driving process improvements and operational efficiencies.

/ Able to work efficiently with minimal supervision and hold internal & external stakeholders to account.

/ Flexible to travel as required of the job.

/ Able to build and maintain trusting relationships with various stakeholders in the most effective time frame.

 

At Yondr, we want to enhance the diversity, equity, inclusion and belonging of our workforce to reflect the world we live in. Our roles are potential opportunities for everyone; all interested parties, regardless of nationality, race, ethnicity, religion, age, sexual orientation, or gender, are welcome to apply. We ensure all candidates have equitable access and consideration throughout the hiring process.

Yondr is committed to fostering a welcoming, safe and inclusive work environment. We provide support through our benefits, which are inclusive of all backgrounds.