Head of Customer Experience Operations & Service Delivery

Vantage Data Centers Management Company LLC; Denver (CO); Hybrid; USD 180,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401k with company match

Paid time off

Job summary

Vantage Data Centers Management Company LLC is seeking a Director of Customer Experience Operations & Service Delivery in Denver, CO. This role leads the CE operating model, governance, and ServiceNow-driven service delivery, partnering with IT, Security, and Finance to standardize processes and drive executive visibility across the customer lifecycle.

The ideal candidate will design scalable workflows, own dashboards and customer health models, and deliver cross-functional improvements that

Qualifications

• Bachelor's degree in a related field is required; MBA preferred.
• Experience designing and scaling operating models for large, multi-stakeholder environments.
• Strong governance, ownership, and reporting controls across enterprise systems.

Responsibilities

• Design, implement, and scale a scalable CE operating model for hyperscale accounts.
• Establish governance, decision rights, role clarity, and documented accountability.
• Own CE service desk and ServiceNow portal strategy, workflows, and SLAs.
• Create executive dashboards, KPI frameworks, and customer health scorecards.
• Lead cross-functional orchestration with IT, Operations, Security, and Finance.
• Provide executive-ready reporting for leadership reviews and customer programs.

Skills

Governance design

Cross-functional leadership

Data analysis

Executive storytelling

KPI development

Education

Bachelor's degree in Business Administration, Engineering, Computer Science, Operations Management, or a related field

MBA or equivalent advanced degree preferred

Tools

ServiceNow

Power BI

Tableau

Job description

Vantage Data Centers Management Company LLC is seeking a Director of Customer Experience Operations & Service Delivery in Denver, CO. This role leads the CE operating model, governance, and ServiceNow-driven service delivery, partnering with IT, Security, and Finance to standardize processes and drive executive visibility across the customer lifecycle.

The ideal candidate will design scalable workflows, own dashboards and customer health models, and deliver cross-functional improvements that