Client Service Manager, Data Centre

Nxera; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to foster exceptional service delivery and customer satisfaction in their data centre operations. The role involves managing customer relations, ensuring compliance, and supporting incident resolutions, demanding a strong technical background and excellent interpersonal skills.

Qualifications

• 5+ years of experience in a customer-facing role within a data centre or IT service provider.
• Strong understanding of data centre infrastructure, power & cooling systems.
• ITIL Certification or equivalent service management training preferred.

Responsibilities

• Act as the main point of contact for customers regarding all data centre services.
• Ensure Service Level Agreements (SLAs) are met and proactively address potential service issues.
• Conduct customer onboarding sessions and liaise with technical teams.

Skills

Communication

Customer Service

Relationship Management

Technical Understanding

Problem Solving

Education

Bachelor’s Degree in Engineering, Information Technology, Business, or a related field

Tools

DCIM tools

Job description

We are seeking a Customer Success Manager/Client Service Manager to be the primary interface between our data centre operations and our customers. This role is responsible for ensuring exceptional service delivery, managing customer relationships, and addressing service-related concerns proactively. The ideal candidate will have strong communication skills, a technical understanding of data centre services, and experience in customer engagement.

Make an impact by

Customer Relationship Management

• Act as the main point of contact for customers regarding all data centre services, inquiries, and escalations.
• Conduct regular service reviews with customers to understand their needs and improve service delivery.
• Coordinate with internal teams (operations, engineering, and facility management) to address customer concerns and service requests promptly.
• Ensure customers are informed of maintenance schedules, incidents, and operational updates in a professional manner.

Service Excellence & Operations

• Ensure Service Level Agreements (SLAs) are met and proactively address any potential service issues.
• Collaborate with internal teams to improve service efficiency and enhance customer experience.
• Support customers during incident resolution, keeping them updated and ensuring proper follow-ups.
• Work closely with the operations team to optimize service quality and minimize disruptions.

Stakeholder Engagement & Communication

• Conduct customer onboarding sessions, ensuring they understand the data centre environment, security procedures, and service expectations.
• Liaise with sales, account managers, and technical teams to ensure smooth service delivery.
• Provide regular reports on customer satisfaction, service performance, and areas for improvement.

Risk & Compliance Management

• Ensure compliance with data centre security, operational policies, and industry regulations.
• Assist customers with audits and compliance requirements as needed.
• Identify and mitigate risks related to customer services and operations.

Skills for Success

• Bachelor’s Degree in Engineering, Information Technology, Business, or a related field.
• 5+ years of experience in a customer-facing role within a data centre, colocation, or IT service provider.
• Strong understanding of data centre infrastructure, power & cooling systems, and IT service management frameworks (e.g., ITIL, ISO 27001, or Uptime Institute standards).
• Excellent customer service, communication, and relationship management skills.
• Ability to handle customer escalations professionally and work under pressure.
• Experience managing SLAs, service reviews, and operational reporting.

Preferred Qualifications:

• ITIL Certification or equivalent service management training.
• Prior experience in colocation or cloud service environments.
• Familiarity with DCIM (Data Centre Infrastructure Management) tools