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Data Center Operations Director
1 week ago
Equinix is the world's digital infrastructure company, operating over 260 data centers across the globe. We provide a trusted platform for digital leaders to bring together and interconnect foundational infrastructure at software speed.
We enable organizations to access all the right places, partners, and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value while supporting their sustainability goals.
Job Description:
The Service Management Director 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.
This role operates and collaborates cross-functionally to raise awareness, drive outcomes, and resolve issues impacting our top customers. The Service Management Director works in close partnership with the Customer Success, Sales, Customer Enablement, xScale, Data Center, Escalation Management, Strategic Service Management, OIRT, and Account teams.
As the primary customer interface for operational lifecycle issues, the Service Management Director leverages necessary resources in other departments to address ongoing issues. This includes identifying, creating, implementing, and tracking post-mortem analysis and preventive measures, as well as presenting this information to the customer when required.
Responsibilities:
- Act as an escalation point, sometimes after hours, for service-impacting incidents and escalations when standard operating processes are not meeting customer expectations.
- Serve as a trusted technical resource and Subject Matter Expert for internal company departments for assigned customer base.
- Partner with Operations to identify, create, implement, and track post-mortem analysis and preventive measures.