Director, Strategic Account Operations Service Manager
Core
Primary operational interface for Equinix's largest global strategic accounts, acting as a customer advocate to drive superior experiences and resolve critical service incidents.
Role type
Director, Strategic Account Operations Service Manager
Builds
Operational alignment, consistency, and scalability across functional teams for top-tier data center clients.
Domain
Data Center Infrastructure (Power, Cooling, Network)
Deliverable
client delivery
Required skills
Data center infrastructure knowledge (Power, Cooling, Network), operational troubleshooting, service management processes, contract and SLO interpretation, stakeholder management, post-mortem analysis leadership, cross-functional collaboration
Preferred skills
None explicitly stated
Technologies
None explicitly stated
Responsibilities
Act as escalation point for service-impacting incidents; partner with Operations to implement preventive measures and lead post-mortem analysis; balance customer needs with operational requirements; serve as trusted technical resource and SME for assigned customers; support xScale onboarding and operational readiness; drive alignment between customer and Equinix Operations; support audits and queries; present during customer meetings (MBRs, QBRs, CBRs).
Seniority
Director, strategic leadership with hands-on operational expertise
