Job Details

Position

Position Title: Director Global Client Delivery - Strategic Accounts

Location

Location: Dallas, Ashburn, Boston, Chicago, Atlanta, Austin, or Houston

Your role

Serves as the single point of contact for in-region and/or global project deliverables for one or several global strategic accounts; responsible for alignment with contract terms, coordinating across internal functions, processes, and stakeholders to deliver seamless service and a globally consistent client experience.

What You'll Do

• Serve as thesingle point of contact for one or more global strategic accounts (CSPs, OEMs, etc) for in-region and global projects providing a consolidated view of all pre- and post-commissioning activities.
• Acts as a subject matter expert (SME) for client-specific delivery requirements.
• Partner with Sales, Solution Engineering, the Portfolio Management Group, and other internal functions to support negotiation of contract and statement of work terms.
• Coordinate review of project technical requirements and ensure alignment with internal stakeholders.
• Ensure delivery aligns with project contract and statement of work requirements and with client specific standards and expectations.
• Partner with Design, Engineering and Construction (DE&C) and Implementation Services to validate the project statement of work and costs prior to client presentation; obtain client approval and facilitate mobilization of all relevant teams.
• Ensure project progress, risks, issues, dependencies, and mitigation plans are understood and communicated effectively to the client.
• Coordinate project updates, ensuring they are completed, escalated as needed for consolidation, and finalized in a client-ready format.
• Participate in client installation and operational milestone reviews, including oversight of delivery and management of the baseline schedule.
• Manage reporting for execution and closure of project punch lists.
• Ensure client handover is executed seamlessly, including obtaining a formal sign-off.
• Ownership of the commercial framework for project delivery, including the communication of any budget constraints or adjustments required to accommodate changes in scope.
• Collaborate with Customer Success Managers (CSMs) to develop and maintain delivery playbooks for Digital Realty's most strategically important clients.
• Maintain key interfaces with internal functional teams, including DE&C, Implementation Services, Sales, Solution Engineering, Operations, and the Portfolio Management Group (PMG), as well as external delivery partners and strategic integrators.
• Demonstrate strong knowledge of Digital Realty products, services, and value propositions, including mission-critical infrastructure components.
• Analyse and resolve complex problems, evaluating multiple options with limited information.
• Demonstrate effective negotiation, conflict resolution, and stakeholder management skills.
• Excellent interpersonal and communication skills; listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
• Demonstrate a collaborative approach, influencing stakeholders without direct authority to achieve key account objectives.
• Exhibit a high level of professionalism, initiative, and commitment to service excellence and client focus.
• Influence decision-making processes and align stakeholders behind decisions; make sound decisions promptly and effectively under pressure.
• Collaborate with internal teams to support effective execution of organizational and team objectives.
• Has the ability to act on their own initiative and with minimal supervision.
• Demonstrates integrity and ability to maintain confidentiality (especially in relation to conflict resolution).
• Has good organisational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our key accounts.
• Deliver effective presentations and respond to questions from internal and external stakeholders.
• Address and resolve client escalations effectively to support high levels of client satisfaction.
• Maintain high satisfaction ratings with both internal and external stakeholders.

What You'll Need

• Bachelor's degree required; technical discipline preferred (e.g., Engineering, Telecommunications, Computer Science).
• Minimum 15 years of experience in operations, data centre construction, and/or the telecommunications/engineering industry.
• The ideal candidate combines a strong technical background with client-facing experience.
• Extensive data centre industry knowledge and experience, supported by strong verbal, analytical, presentation, and written communication skills.
• Expert level knowledge in reading/interpreting construction plans, one-line drawings, and construction specifications.
• Familiarity with construction accounting.
• Expert level knowledge with various forms of contracts and vendor agreements (MSA, AIA, SO, etc.).
• Advanced analytical and quantitative skills.
• Detail-oriented, with excellent written and verbal communication, interpersonal, and presentation skills.
• Demonstrated initiative, with a proactive and flexible approach and the ability to work to deadlines.
• Demonstrate ability to work effectively in a fast-paced, mission critical facilities environment.
• Proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project.
• Position requires up to 40% travel to support the regional and global portfolio.