Director, Strategic Account Operations Service Manager

Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The Service Management Director (S MD ) is the primary operational interface post sale to our largest global strategic accounts by serving as the customer advocate to drive a superior and differentiated customer experience .

Operating and collaborating cross functionally to raise awareness, drive outcomes, and resolve issues impacting our top customers. The SMD works in close partnership with the Customer Success, Customer Experience, xScale , Data Center Ops, GOX pillars, Escalation Management, Strategic Service Management, OIRT, and Account teams.

The SM D drives operational alignment, consistency and scalability across functional teams by actively driving operational initiatives and influencing change within the business based on operational reviews, customer feedback and lessons learned .

Responsibilities

Act as an escalation point, sometimes after hours for service impacting incidents, and escalations when standard o perating processes are not meeting customer expectations. Once engaged, serve as primary customer interface for operational lifecycle issues , leveraging necessary resources in other departments to address ongoing issues

Partner with Operations to identify , create, implement, and track post-mortem analysis and preventive measures , and tak ing the lead in presenting that information to the customer . When required SM D will lead or actively contribute to , Service Improvement Plans as a key stakeholder

Serve as customer advocate who can balance customer needs and operational requirements to effectively solve for challenges that the customer is experiencing

Trusted technical resource and Subject Matter Expert for internal company departments for assigned customer base with extensive knowledge in customer contractual obligations, and internal SL Os and operational processes , to assist operational and sales teams in setting appropriate customer expectations based on defined Service Level criteria. The individual must be able to understand the customer needs/requests and balance those against operational cost, risk, scalability, and impact to other customers, etc.

Support xScale onboarding, operational readiness, programs and projects

Drive consistency and alignment between the customer and Equinix Operations , pivoting as necessary to changes in customer direction and priorities

Support customer operational requests for information, a udits , and q ueries

Active participation and presentation during customer meetings (MBRs, QBRs, CBRs) , and workshops

Support Data Center teams in handling complex or challenging demands fr o m the customer

Qualifications

Bachelor's Degree or extensive job experience in the data center industry with solid working knowledge in Power, Cooling and Network infrastructure

Very strong technical and operational background and understanding of troubleshooting infrastructure systems and breaking down complex problems

Thorough understanding of operations processes, service management, industry best practices, and systems used across internal departments

Very strong relationship building and collaboration skills internally and externally with high level of trust and competency as the backbone of delivery

Ability to drive outcomes and results that add value

Excellent oral and written communications skills internally and customer-facing

Some business travel and after-hours support

Must be willing to work on-call via mobile phone, including weekends and holiday

Highly motivated, self-starter who can thrive independently or in a team environment

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form .

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

We use artificial intelligence in our hiring process. Learn more here .


This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.