VIRTUS Data Centres
Client Services Director
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About VIRTUS
VIRTUS Data Centres is the UK’s fastest-growing data centre provider. We own, design, build, and operate some of the most energy-efficient, flexible, and secure data centres in Europe.
In 2023, we announced our expansion into continental Europe, starting with Berlin and Milan, with plans to grow further across the region.
At VIRTUS, we aim to be a positive force in the fourth industrial revolution—delivering innovative solutions while staying firmly rooted in our core values: Clarity & Quality, Accountability, Customer Commitment, Purposeful Innovation, and Capability & Growth.
Job Summary
The Client Services Director is the executive owner of VIRTUS' relationship with our hyperscale customer following contract award and is accountable for delivering a seamless customer experience throughout the full customer lifecycle.
As the single senior point of accountability, the role leads the coordination of all customer-facing activities from contract signature through design development, construction, commissioning, operational service delivery, contract management, change control, expansion programmes, and ongoing account growth.
Working across a matrix organisation, the Client Services Director ensures the hyperscale customer experiences VIRTUS as one integrated partner. The role aligns Design & Construction, Operations, Security, IT, Commercial, Finance, and Sales teams around a common set of customer commitments, ensuring exceptional service delivery, programme execution, governance, and customer satisfaction.
The role combines executive relationship management, programme leadership, commercial oversight, and operational governance to support one of VIRTUS' most strategically important customers.
Duties And Responsibilities
Executive Customer Ownership
- Serve as the executive owner for the customer relationship following contract execution.
- Act as the primary senior point of contact and escalation for all customer matters.
- Build trusted relationships with customer executive, commercial, operational, and technical stakeholders.
- Represent customers' interests internally and ensure the voice of the customer is reflected in business decisions.
- Develop and execute a long-term customer account strategy aligned with VIRTUS growth objectives.
- Lead executive governance forums and strategic account reviews.
End-to-End Customer Lifecycle Management
- Own the customer experience from contract signature through design, construction, operational handover, and ongoing service delivery.
- Ensure seamless transitions between Sales, Design & Construction, and Operations teams.
- Establish clear governance, communication, and reporting structures throughout the customer lifecycle.
- Oversee customer onboarding, mobilisation, and service transition activities.
- Ensure all customer commitments, milestones, and contractual obligations are tracked and delivered.
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Design & Construction Interface
- Provide customer leadership throughout design development and construction delivery.
- Act as the primary customer interface for design changes, programme updates, risk management, and commercial variations.
- Coordinate engagement between the customer and VIRTUS Design & Construction teams.
- Ensure customer requirements are effectively translated into design solutions and delivery programmes.
- Participate in customer governance meetings during active construction projects.
- Oversee management of contractual changes, design modifications, programme impacts, and customer approvals.
- Ensure clear communication regarding construction progress, health and safety matters, commissioning activities, and readiness milestones.
- Drive accountability across all project stakeholders to achieve agreed customer outcomes.
Operational Service Delivery
- Ensure operational delivery consistently meets or exceeds contractual obligations, service levels, and customer expectations.
- Oversee service reviews, operational governance meetings, and performance reporting.
- Escalation point for incidents, planned changes, and major service events.
- Ensure effective escalation management and timely resolution of business-critical issues.
- Drive continuous improvement initiatives across operational services.
Commercial & Contract Management
- Maintain executive oversight of the customers' commercial relationship.
- Lead governance of contract performance, customer commitments, and commercial obligations.
- Oversee change control processes, variation agreements, and contract amendments.
- Partner with Sales and Commercial teams to support renewals, expansions, and new opportunities.
- Identify opportunities to enhance profitability while maintaining exceptional customer outcomes.
- Ensure proactive management of commercial risks and customer disputes.
Customer Experience & Service Excellence
- Establish customer experience standards across all stages of the customer lifecycle.
- Monitor and drive improvements in customer satisfaction, service performance, and customer advocacy.
- Translate customer feedback into actionable improvements across the business.
- Promote a culture of responsiveness, ownership, and customer obsession across all supporting teams.
- Ensure consistent, accurate, and transparent customer communications.
Stakeholder Leadership
- Lead a matrix team supporting the client's account across Design & Construction, Operations, Security, IT, Facilities, Commercial, Finance, and Legal functions.
- Align stakeholders around shared customer objectives and delivery priorities.
- Provide executive-level visibility of customer risks, opportunities, and performance.
- Influence decision-making across functional leadership teams to support successful customer outcomes.
- Create a "one VIRTUS" approach to serving the customer.
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Leadership & Team Development
- Lead and develop a high-performing customer services team dedicated to our customer.
- Establish clear objectives, accountability, and performance expectations.
- Develop customer-facing capabilities across the wider organisation.
- Foster a culture of collaboration, continuous improvement, and exceptional customer service.
- Ensure appropriate succession and resource planning for the account.
Qualifications
Degree Educated
- Essential
Skills & Experience
- Significant experience managing large-scale strategic or hyperscale customer relationships.
- Experience operating at executive stakeholder level.
- Strong commercial, contractual, and account management expertise.
- Experience leading complex, multi-disciplinary programmes within a matrix organisation.
- Proven ability to manage customer delivery through both project and operational phases.
- Strong influencing and stakeholder management skills.
- Excellent communication, negotiation, and escalation management capabilities.
Desirable
- Data centre, critical infrastructure, technology, cloud, or hyperscale industry experience.
- Exposure to major construction, engineering, or infrastructure programmes.
- Experience working with hyperscale customers.
- Understanding of operational service delivery within mission-critical environments.
In line with VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.
VIRTUS is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and are committed to an inclusive work environment.
We reserve the right to close this post for applications should sufficient applications be received.
Search Firm Representatives Please Read Carefully
VIRTUS Data Centres does not accept unsolicited support from search firms for employment openings. CVs/resumes submitted by search firms to any VIRTUS employee without an active, written search agreement for a specified role will become the property of VIRTUS. No fees will be paid for candidates hired from agency submissions made without such an agreement. Existing agency partnerships must adhere to position-specific terms outlined in their agreements. Please refrain from calling or emailing regarding this matter.
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