Senior Director, Service Management

Senior Director, Service ManagementEquinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents – and counting!A leadership role at Equinix means you will drive and collaborate on work that impacts the world. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success. Job SummaryReporting to the VP of Global Managed Services, the Service Management leader owns customer management, service enablement and delivery, ensures customer satisfaction, and coordinates with tech teams and customers about our solutions. This leader works to homogenize our service delivery approach to create a globally consistent customer experience for our partners and customers. Further, they represent customers' interest at Equinix, always looking for growth and improvement in our customer platforms. ResponsibilitiesDevelop and execute the strategic vision for Service Management in alignment with the GMS goals and objectivesCollaborate with executive leadership to shape service management strategies that drive customer satisfaction and business growthOversee the end-to-end service delivery lifecycle, ensuring that contracted services meet or exceed agreed-upon SLAs, KPIs, and quality standardsDrive continuous improvement initiatives to enhance service efficiency, effectiveness, and customer experienceEstablish strong relationships with key client stakeholders, acting as a trusted advisor on service management mattersCollaborate with clients to understand their evolving needs and provide proactive solutions that align with their business objectives. Become the voice of the customerConduct regular service reviews with clients to assess satisfaction levels, address concerns, and identify opportunities for service enhancementWork closely with partner teams to maintain clear and consistent targets and align with customers' expectationsLead, mentor, and develop a team of service management professionals, fostering a culture of continuous learning, innovation, and excellenceStreamline service management processes to increase efficiency and effectiveness, leveraging industry best practices such as ITIL, Agile and Six SigmaManage service escalations and facilitate timely resolution of complex issues, ensuring customer satisfactionIdentify areas for automation and implement solutions that enhance service delivery, incident management, and reportingMonitor process performance and metrics, implementing corrective actions as neededDisplays openness to new ideas and perspectives  Utilization of data analytics and key performance indicators (KPIs) to monitor, measure, and continuously improve the team performance and customer experience QualificationsKnowledge and Experience soughtProven years of experience preferred in a Service Management or Service Delivery field with proven years of experience preferred in a leadership roleDemonstrated experience with customer management and supportDemonstrated experience in leading large, global teamsDemonstrated success in developing an effortless customer experience Proven track record in leading high-performing, healthy, highly engaged, service-oriented teamsMaintains an analytical mindset with the ability to use data to drive decision-makingProven experience in driving process improvements and implementing service management solutionsExcellent leadership, communication, and interpersonal skillsSuccessfully set a vision and achieved operational excellence in large-scale programsFluent in English. Desired Japanese, Portuguese, or SpanishSkills and AttributesDemonstrated experience in measuring customer success and experience Takes a proactive approach to customer service Strong leadership skills with a proven track record of managing and developing high-performing teamsIn-depth knowledge of ITIL framework and best practicesExcellent communication, interpersonal, and negotiation skillsStrategic thinking and problem-solving abilitiesVisionary mindset with a passion for driving innovation, continuous improvement, and effective changeDemonstrates accountability and instills similar values across team membersClient-focused attitude with a passion for delivering exceptional service