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About the Role
The Service Management Director (SMD) is the primary operational interface post-sale to our largest global strategic accounts, serving as the customer advocate to drive a superior and differentiated customer experience. The SMD operates and collaborates cross-functionally to raise awareness, drive outcomes, and resolve issues impacting top customers, working in partnership with various internal teams. They drive operational alignment, consistency, and scalability by leading operational initiatives and influencing change based on reviews, feedback, and lessons learned.
Responsibilities
- Act as an escalation point, including after hours, for service-impacting incidents and escalations when standard processes are insufficient.
- Serve as the primary customer interface for operational lifecycle issues, leveraging internal resources to address ongoing challenges.
- Partner with Operations to conduct post-mortem analyses, implement preventive measures, and present findings to customers.
- Lead or contribute to Service Improvement Plans as a key stakeholder.
- Act as a customer advocate, balancing customer needs with operational requirements to resolve challenges.
- Serve as a trusted technical resource and Subject Matter Expert for internal departments regarding assigned customer base, understanding contractual obligations, SLOs, and operational processes.
- Assist operational and sales teams in setting appropriate customer expectations based on Service Level criteria.
- Understand customer needs and balance them against operational cost, risk, scalability, and impact to other customers.
- Support xScale onboarding, operational readiness, programs, and projects.
- Drive consistency and alignment between the customer and Equinix Operations, adapting to changes in customer direction.
- Support customer operational requests for information, audits, and queries.
- Actively participate and present during customer meetings (MBRs, QBRs, CBRs) and workshops.
- Support Data Center teams in handling complex customer demands.
Requirements
- 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 with an 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, establishing high trust and competency.
- Ability to drive outcomes and results that add value.
- Excellent oral and written communication skills for internal and customer-facing interactions.
- Willingness to travel for business and provide after-hours support.
- Must be willing to work on-call via mobile phone, including weekends and holidays.
- Highly motivated, self-starter capable of thriving independently or in a team environment.
Skills
- Power infrastructure
- Cooling infrastructure
- Network infrastructure
- Troubleshooting infrastructure systems
- Operations processes
- Service management
- Relationship building
- Collaboration
- Communication
Location
- Global
Work Type
- On-call
- After-hours support
- Business travel
Experience Level
- Director
Education Level
- Bachelor's Degree
About the Company
- Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable innovations that enrich work, life, and the 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.
- Employees work across teams, influence key decisions, and help shape the path forward.
- Equinix offers a sense of belonging, purpose, and a team that welcomes employees, empowering them to do their best work.
Equal Opportunity
- Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.
- 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.