Director of Service Management Operations

7 days ago

Queenstown, New Zealand Equinix Full time

**About Us**

Equinix is a digital infrastructure company operating over 260 data centers across the globe. Our platform enables organizations to access the right places, partners, and possibilities to scale with agility, speed the launch of digital services, and deliver world-class experiences.

The **Operations Team** maintains critical facilities infrastructure, delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution, committed to providing an equitable work environment that is foundational to our core values as a company.

Job Summary: The Director of Service Management (DSM) serves as the primary operational interface post-sale to our largest global strategic accounts. This role involves serving as a customer advocate to drive a superior and differentiated customer experience.

The DSM collaborates cross-functionally to raise awareness, drive outcomes, and resolve issues impacting our top customers. They work closely with various teams, including Customer Success, Sales, Customer Enablement, xScale, Data Center, Escalation Management, Strategic Service Management, OIRT, and Account teams.

The DSM 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 for service-impacting incidents and escalations when standard operating processes are not meeting customer expectations.
  • Serve as the 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.
  • Lead or actively contribute to Service Improvement Plans as a key stakeholder.
  • Balance customer needs and operational requirements to effectively solve challenges that the customer is experiencing.
  • Provide technical expertise to internal company departments for assigned customer base.
  • Support xScale onboarding, operational readiness, programs, and projects.

Qualifications:

  • Bachelor's Degree or extensive job experience in the data center industry with solid working knowledge in Power, Cooling, and Network infrastructure.
  • Strong technical and operational background, 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.
  • Excellent relationship-building and collaboration skills internally and externally.
  • Able to drive outcomes and results that add value.
  • Excellent oral and written communication skills internally and customer-facing.

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