We are representing a global hyperscale data centre operator with a leading footprint across APAC and a strong, expanding presence in Malaysia. Its JB campus is a critical hub serving the world’s largest cloud, content, and AI platforms. The team delivers resilient, high-density colocation at scale, backed by industry-leading uptime and operational excellence.

As Customer Service Manager for its hyperscale clients, you are the strategic point of contact post-sales. Based in JB, you will proactively manage day-to-day relationships with marquee hyperscale customers, anticipate operational risks, and ensure every commitment under our SLA is met — while protecting the company’s commercial and operational interests. You are equal parts diplomat and operator: tactful under pressure, but firm on contractual standards and business outcomes.

This role is instrumental to client retention, expansion, and trust. You’ll be the early warning system and the escalation path, working cross-functionally to resolve issues before they impact service.

What We Offer:
- Critical role at the heart of our fastest-growing APAC hub in JB
- Direct exposure to global hyperscale platforms and senior leadership
- Competitive compensation, performance bonus, and benefits
- Career path into regional Client Director, Operations, or Commercial roles
- Culture that values reliability, transparency, and long-term partnerships


Key Responsibilities
Client Relationship & Advocacy
- Own the end-to-end service relationship for 2-3 assigned hyperscale accounts in the JB facility and broader APAC region.
- Act as the primary liaison for service reviews, QBRs, performance reporting, and escalations. Build trust with client ops, engineering, and procurement teams.
Proactively identify potential service risks, capacity constraints, or compliance gaps and drive mitigation plans with internal teams.
SLA & Operational Governance
- Monitor performance against SLAs/SLOs for power, cooling, uptime, and support response. Ensure accurate, timely reporting and root cause analysis for any deviation.
- Lead major incident communication to clients: provide clear, factual updates with empathy, while maintaining control of the narrative and protecting company position.
- Enforce change management, security, and access protocols. Say “no” constructively when client requests conflict with policy, safety, or contractual terms.
Issue Prevention & Continuous Improvement
- Conduct regular service health checks and site walks with clients. Translate feedback into actionable improvements with Facilities, Security, and NOC teams.
Partner with Legal and Finance on contract interpretations, service credits, and dispute resolution to safeguard company interests.
- Drive CSAT/NPS programs for hyperscale accounts and track improvement actions to closure.
Growth & Internal Alignment
- Surface expansion opportunities, but hand off commercial negotiation to Sales/BD. Your focus is retention and service-led growth.
- Provide voice-of-customer input to Product, Engineering, and Operations for future JB/APAC site development.
- Maintain CRM and client playbooks: contacts, escalation matrices, critical infrastructure dependencies, and risk registers.

Key Requirements:
- At least 6+ years in client-facing roles within data centres, cloud, telco, or managed services. At least 3 years managing large/strategic accounts. Ideal background: service provider account management, client services, or business development with strong operational exposure.
- Solid understanding of data centre operations: power/cooling basics, uptime tiers, MMR, cross-connects, and physical security. Familiarity with hyperscale customer expectations and SLA frameworks.
- Exceptional stakeholder management and conflict resolution. Ability to be tactful yet firm. Strong written/verbal communication for executive-level reporting and incident comms. Analytical — comfortable with dashboards, uptime reports, and RCA docs.
- Bachelor’s degree in Business, Engineering, IT, or related field. ITIL, PMP, or CDCP/CDCS a plus but not mandatory.
- Fluent English required. Mandarin proficiency is a strong advantage for regional client engagement.

Competencies We Value
- Proactive Ownership: You don’t wait for tickets. You spot patterns and act before the client feels pain.
- Diplomatic Firmness: You can de-escalate, set boundaries, and deliver hard messages without damaging the relationship.
- Commercial Acumen: You understand how service decisions impact P&L, risk, and long-term account value.
- Cross-functional Influence: You get things done through Facilities, Security, Network, and Finance without direct authority.
- Calm Under Pressure: Major incident at 2am? You’re the steady voice leading client comms.