Director, Strategic Account Operations Service Manager
Key Skills
Job Description
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.
Job Summary
The Service Management Director (SMD) 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 SMD 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 operating 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 taking the lead in presenting that information to the customer. When required SMD 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 SLOs 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, audits, and queries
Active participation and presentation during customer meetings (MBRs, QBRs, CBRs), and workshops
Support Data Center teams in handling complex or challenging demands from 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.Core Responsibilities
The Service Management Director serves as the primary operational interface for global strategic accounts, acting as a customer advocate to drive superior service experiences. They are responsible for leading operational initiatives, managing escalations, and ensuring alignment between customer needs and internal operational requirements.
Requirements
Candidates must possess a Bachelor's degree or extensive experience in the data center industry with deep knowledge of power, cooling, and network infrastructure. Strong technical troubleshooting skills, excellent communication abilities, and the capacity to work in a high-pressure, on-call environment are required.
About Equinix
Industry: IT Services and IT Consulting
Company size: 10,001+ employees
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company®, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.