Senior Service Management Director—Strategic Accounts

Equinix

Amsterdam

On-site

EUR 120,000 - 180,000

Full time

4 days ago

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Job summary

Equinix seeks a Service Management Director to act as the primary operational interface for our largest global strategic accounts. You will advocate for customers, drive outcomes, and coordinate across Customer Success, Customer Experience, xScale, DC Ops, and account teams to raise service levels.

You will lead operational initiatives, ensure consistency, and scale processes based on feedback, reviews and lessons learned.

Qualifications

Strong technical and operational background in data center infrastructure.
Understanding of operations processes, service management and best practices.
Excellent oral and written communications, customer-facing.
Ability to drive outcomes and stability for top accounts.
Willingness to travel and provide after-hours support.
Comfort with on-call responsibilities including weekends/holidays.

Responsibilities

Act as escalation point for service impacting incidents and customer expectations.
Lead post-mortem analysis, preventive measures, and service improvement plans.
Advocate for customers balancing needs with operational constraints.
Serve as SME for internal departments on contractual obligations and SLOs.
Support onboarding, readiness programs and projects for top accounts.
Drive alignment between customer and Equinix Operations during changing priorities.
Respond to information requests, audits, and queries from customers.
Participate in customer meetings and workshops to present updates and plans.
Assist Data Center teams with complex customer demands.