Job Description
Your role
Regional Governance & Oversight
* Govern onboarding delivery across all in-market teams within the region, ensuring adherence to global standards, SLAs, and best practices.
* Establish and enforce a consistent regional onboarding framework, including documentation, milestone tracking, and reporting.
* Monitor onboarding KPIs across markets and drive performance improvement initiatives where gaps are identified.
* Conduct regular performance reviews with local onboarding teams to ensure service consistency and accountability.
* Act as regional escalation point for complex or high‑risk onboarding programs.
Customer Onboarding & Transition
* Oversee the end-to-end onboarding lifecycle from Sales handover through to go-live.
* Ensure all contractual, technical, security, and compliance requirements are validated and executed prior to service activation.
* Drive on-time delivery of onboarding milestones in line with customer commitments.
Project & Stakeholder Management
* Partner with regional Sales leaders to ensure seamless deal‑to‑delivery transitions.
* Coordinate cross-functional collaboration across Sales, Operations, and Implementation.
* Proactively identify risks and implement mitigation strategies to avoid delays or service impact.
Process Excellence & Continuous Improvement
* Standardise onboarding workflows and tools across markets.
* Drive automation and efficiency initiatives to reduce time-to-revenue.
* Collect and analyse onboarding data to identify trends and implement improvements.
Leadership & Capability Development
* Lead, coach, and develop in-market onboarding managers/specialists.
* Foster a high-performance, customer-centric culture across regional teams.
* Support workforce planning and capacity management to align with sales growth.
* Contribute to global onboarding strategy and represent the region in cross-functional forums.
* Conduct ongoing training sessions to ensure team members are equipped with the necessary skills and knowledge.
Success Metrics
* Regional onboarding performance against SLA targets.
* Reduction in time-to-live / time-to-revenue.
* Consistency of onboarding experience across markets.
* First 90‑day customer satisfaction scores.
* Reduction in onboarding-related escalations.
What You’ll Need
* High school diploma or equivalent required. A bachelor's degree in business, communications, or a related field is a plus.
* 5+ years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory position. Experience managing or mentoring a team is preferred.
* Ability to interface with internal functional teams in Operations, Implementation services, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
* Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components.
* Problem solving ability – Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
* Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
* Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).
* Committed, high energy, self‑motivated and passionate for service excellence and customer focused.
* Ability to act on their own initiative and with minimal supervision.
* Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling).
* Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high‑quality experience to our customers.
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