Strategic Account Operations Director

Equinix; Greater London; On-site; GBP 110,000 - 160,000; Full time

Job summary

Equinix is seeking a Service Management Director to lead as the primary operations interface for our largest global strategic accounts. You will act as the customer advocate, coordinate cross-functional teams, and drive a superior, scalable service experience across onboarding, incident management, and continuous improvement.

The role requires deep technical and operational knowledge of data center infrastructure, strong stakeholder management, and willingness to work after hours and travel as

Qualifications

• Bachelor's Degree or extensive job experience in data center industry with solid working knowledge in Power, Cooling and Network infrastructure.

Responsibilities

• Act as escalation point for after-hours service incidents and escalations when SOPs are not meeting customer expectations.
• Partner with Operations to identify, implement post-mortem analyses and preventive measures; lead or contribute to Service Improvement Plans.
• Serve as customer advocate balancing customer needs and operational requirements to solve challenges.
• Trusted technical resource for internal departments with knowledge of customer obligations and internal SLOs and processes.
• Support xScale onboarding, operational readiness, programs and projects.
• Drive consistency and alignment between the customer and Equinix Operations; pivot to changes in direction.
• Support customer information requests, audits, and queries.
• Active participation and presentation during customer meetings (MBRs, QBRs, CBRs) and workshops.
• Support Data Center teams handling complex demands from the customer.

Skills

Power infrastructure

Cooling infrastructure

Network infrastructure

Troubleshooting

Operations management

Stakeholder collaboration

Communication skills

On-call support

Education

Bachelor's Degree

Job description

Equinix is seeking a Service Management Director to lead as the primary operations interface for our largest global strategic accounts. You will act as the customer advocate, coordinate cross-functional teams, and drive a superior, scalable service experience across onboarding, incident management, and continuous improvement.

The role requires deep technical and operational knowledge of data center infrastructure, strong stakeholder management, and willingness to work after hours and travel as