Director, Strategic Account Operations & Service

Equinix, Inc.; Paris; Sur place; EUR 120 000 - 180 000; Plein temps

Résumé du poste

Equinix in Paris is seeking a Service Management Director to act as the primary operational interface for our largest global strategic accounts, advocating for customers and driving a superior, differentiated experience across functional teams.

You will lead escalations, collaborate with Operations, deliver post-mortems and service improvement plans, and balance customer needs with operational cost while supporting onboarding, audits and quarterly reviews.

Qualifications

• Bachelor-level degree or extensive experience in data center environments.
• Strong technical and operational background in infra systems troubleshooting.
• Excellent written and oral communication with customers and internal teams.
• Ability to build trusted relationships and coordinate across departments.

Responsabilités

• Serve as escalation point for post-sale issues and after-hours incidents.
• Collaborate with Operations to create, implement and track post-mortem analyses and preventive measures.
• Act as customer advocate balancing needs with operational requirements.
• Provide SME guidance on contractual obligations, SLOs and internal processes.
• Support xScale onboarding, operational readiness, programs and projects.
• Align customer needs with Equinix operations and adapt to changing priorities.
• Handle information requests, audits and inquiries from customers.
• Participate in customer meetings (MBRs, QBRs, CBRs) and workshops.
• Assist Data Center teams with complex customer demands.

Connaissances

Power & cooling

Network infrastructure

Operational excellence

Customer-facing communication

Cross-functional collaboration

Problem solving

On-call readiness

Formation

Bachelor's degree or equivalent in data center/engineering

Description du poste

Equinix in Paris is seeking a Service Management Director to act as the primary operational interface for our largest global strategic accounts, advocating for customers and driving a superior, differentiated experience across functional teams.

You will lead escalations, collaborate with Operations, deliver post-mortems and service improvement plans, and balance customer needs with operational cost while supporting onboarding, audits and quarterly reviews.