Director, Strategic Account Operations Service Manager

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.A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.Job SummaryThe 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.ResponsibilitiesAct 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 issuesPartner 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