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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, Sales, Customer Enablement, xScale, Data Center, 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.