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 to 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.

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 customers 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 clients 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 customer.

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

Skills & Experience

Essential

• 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 we are committed to an inclusive work environment.

We reserve the right to close this post for applications should sufficient applications be received.

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