Manager – Service Delivery and Customer Success

BDx Data Centers; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

BDx Data Centers in Hong Kong is seeking a highly experienced Service Delivery and Customer Success Manager to ensure dependable, secure, and efficient delivery of data center infrastructure and IT services. You will be the single point of contact across the customer lifecycle, managing onboarding and engagements with retail, Enterprise and hyperscale clients.

You will lead project management efforts, coordinate across Operations, Sales and Billing, and drive CSAT initiatives while building

Qualifications

• Bachelor Degree holder in Engineering or related technical discipline (Mechanical / Electrical preferred).
• 10+ years of relevant data centre experience in Sales, Customer Success, BD or Operations.
• Strong data centre market knowledge and commercial acumen.
• Proven client and stakeholder management skills.
• Excellent English, Cantonese and Mandarin communication skills.

Responsibilities

• Drive Service Delivery & Customer Success across regions, with focus on Hong Kong.
• Own end-to-end delivery of data center services for retail, enterprise, hyperscale projects.
• Ensure services meet SLAs and customer delivery expectations.
• Coordinate cross-functionally with Operations, Sales and Billing.
• Manage vendors and collaborate with procurement.
• Lead CSAT programs and present MBRs / management data.
• Develop and improve service management and escalation processes.

Skills

Project Management

Stakeholder Management

Cross-functional Coordination

Customer Relationship

Multilingual Communication

Education

Bachelor Degree in Engineering or related technical discipline

Job description

BDx is Asia’s fastest-growing data center platform, delivering colocation, build-to-suit, managed services, and interconnection solutions for hyperscalers, large enterprises, and AI customers. Operating across high-growth markets—including Indonesia, Hong Kong, Singapore, and Taiwan—BDx currently boasts 110+ MW of contracted capacity, with a land bank scalable up to 750 MW.

What sets BDx apart is our integration of AI-optimized infrastructure, energy-efficient design, and sovereign-grade compliance—enabling future-ready, sustainable operations. We go beyond traditional data centers by offering tailored solutions powered by renewable resources.

BDx is a portfolio company of I Squared Capital, a leading global infrastructure investor with a focus on digital infrastructure, energy, utilities and transportation.

Learn more: www.bdxworld.com

ROLE SUMMARY

A Service Delivery and Customer Success Manager is a professional who is responsible for ensuring the dependable, secure, and efficient delivery of data center infrastructure and IT services in accordance with agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and business requirements as well as ensure smooth onboarding and end to end engagement across customer lifecycle as a single point of contact.

We are looking for a technically skilled Service Delivery and Customer Success Manager who possesses a strong drive for managing deliveries for retail, Enterprise, Hyper scalers, with emphasis on Project Management. The role will also include a broad range of tasks such as project managing deliveries, cross functional coordination, maintaining ongoing customer relationships, implementing success programs, Escalation handling, Renewals as well as overall experience management.

DUTIES AND RESPONSIBILITIES

Drive Service Delivery & Customer Success function for BDx in all regions of operation with key focus in Hong Kong.

• Own and manage end-to-end delivery of data center services for retail, Enterprise, Hyperscale's, with emphasis on Project Management
• Ensure services meet agreed SLAs, and customer expectations of delivery.
• Involves cross-functional coordination with Operations, Sales and Billing.
• Managing Vendors and working with procurement wherever required.
• Drive Cross Sell and Up Sell for existing customers.
• Drive and Own CSAT and other feedback channels for all existing customers at required intervals. Work and track Service Improvement Programs based on customer feedback
• Present internal MBRs and Management review data from time to time
• Interact with Customers and build a positive rapport with all customers to help improve sales and revenue growth opportunities.
• Responsible for working with teams to modify/develop key processes for Service Management, Escalation Management and Customer Communication.
• The position is not limited to customer management and may also involve working on key management initiatives, as and when required.

QUALIFICATION

• Bachelor Degree holder in Engineering or related technical discipline, preferable in Mechanical / Electrical Engineering
• 10+ years of relevant experience in the data centre industry, covering Sales, Customer Success, Business Development or Operations.
• Extensive data centre industry knowledge, including market trends, customer requirements and commercial opportunities.
• Demonstrate commercial mindset with the ability to develop sales strategies, identify opportunities and drive revenue growth.
• Strong business acumen with the ability to translate business objectives into clear goals and actionable plans.
• Proven client and stakeholder management skills.
• Confident and articulate in meetings, presentations and business discussions.
• Excellent communication skills in English, Cantonese and Mandarin, with good understanding of Asian business culture.
• Able to manage multiple projects effectively in a fast-paced environment and meet tight deadlines.
• Adaptive and a quick learner with a commitment to continuous learning.
• Proactive, resourceful and self-motivated

At BDx, we believe that our success lies in the hands of our talented and dedicated employees. Together, we are shaping the future of the data center industry and making a positive impact on the world.