Senior Director, Service Management and Controls

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Job Summary

The Senior Director of Service Management and Controls is a senior leadership position within Equinix's Operations Excellence organization. This role is responsible for driving service monitoring, controls engineering, operational telemetry, and customer service management optimization across Equinix's retail and hyperscale data center portfolio. The position ensures critical facility monitoring systems, including controls architecture and associated telemetry platforms, deliver real-time performance data to critical facilities engineers, the Equinix Operations Center (EOC), and customer-facing dashboards. Responsibilities include defining technical standards for control systems and monitoring infrastructure, designing scalable platforms for incident detection, communication, and resolution, and integrating automation to enhance operational efficiency. The Senior Director will lead initiatives to optimize system visibility, implement predictive analytics, and scale controls engineering solutions to support global IBX operations while ensuring uptime resilience.

Responsibilities:

• Controls Engineering and Service Monitoring

• Own the architecture, design, and performance of Equinix's global controls and monitoring infrastructure -- including BMS/SCADA platforms, distributed telemetry collection, power and battery monitoring, PUE/WUE data collection, and monitoring automation.
• Architect a scalable, fault-tolerant monitoring and telemetry infrastructure to collect real-time insights into mechanical, electrical, and environmental systems (e.g., HVAC, UPS, chillers).
• Create centralized monitoring interfaces and automation
• Collaborate with engineering and construction design teams to integrate cutting-edge cooling technologies (e.g., liquid cooling, free-air systems) and high-efficiency power solutions into control architectures.
• Ensure compliance with industry standards (e.g., ASHRAE, Uptime Institute Tier classifications) and oversee root cause analysis (RCA) for system failures, driving technical resolutions.
• Establish service level agreements (SLAs) and key performance indicators (KPIs) for controls engineering and monitoring systems, aligning with customer uptime expectations.
• Oversee the identification of deficiencies in control systems and collaborate with cross-functional engineering teams to identify and execute improvement opportunities.

• Service Management Orientation

• Develop and maintain a global service management platform to ensure consistent, high-quality support for facility operations, the Equinix Operations Center (EOC), and customer-facing incident response.
• Design and optimize processes and systems for incident detection, escalation, and communication, ensuring rapid resolution and transparent updates to stakeholders via ITSM tools (e.g., ServiceNow).
• Own the evolution of Equinix's Customer Service Management platform and Customer Service Portal

• Create AI-driven Incident Automation and Predictive maintenance to reduce incidents as proactively as possible through automation and learnings.

• Drive cross-functional collaboration between facilities, network operations, and customer success teams to deliver seamless service experiences in a 24/7 operational environment.
• Oversee training programs for EOC staff and field engineers on control system operations, troubleshooting, and service protocols.

• Data-Driven Continuous Improvement

• Leverage operational telemetry and historical data to implement predictive failure models, reducing downtime and improving incident response.
• Build dashboards and reporting tools to provide actionable insights into system performance, energy efficiency, and service metrics.
• Drive continuous improvement initiatives by examining operational trends and effectiveness while suggesting enhancements or process refinements.
• Integrate machine learning and statistical process control (SPC) techniques to identify anomalies in control systems and telemetry feeds proactively.
• Benchmark performance against industry peers and internal targets, driving iterative enhancements to operational resilience and cost efficiency.

• Engineering Design and Process Review

• Maintains architecture and engineering standards related to controls systems and service management infrastructure
• Owns control systems change management process.

• Team Development & Talent Strategy

• Leads and develops high-performing Controls Engineering, Service Monitoring, and Customer Service Management teams, fostering a culture of belonging, innovation, collaboration, and accountability.
• Drives talent development initiatives, including mentorship, career progression pathways, and leadership training to ensure the team is equipped with the latest skills and expertise in Service Management and Controls operations.

• Qualifications

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  Education: Bachelor's degree in Engineering, Networking, Computer Science, or a related technical field; Master's degree preferred.

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  Experience:
  
  
  • 10+ years in critical IT, Networking, Data Center, or other infrastructure engineering operations with at least 5 years in a leadership role overseeing data centers or equivalent high-reliability environments.
  • Proven expertise in controls engineering, power systems, and cooling technologies within large-scale operational settings.
  • Extensive experience with ITIL or similar service management frameworks and data-driven operational improvement programs.
  
  
  
  

• Technical Skills:

• Strong background with distributed infrastructure, systems and network monitoring - BMS, SCADA and PLC systems preferred.
• Experience with system monitoring and analytics platforms for real-time monitoring and predictive insights.
• Familiarity with electrical systems design (e.g., medium/low-voltage switchgear, UPS) and mechanical systems (e.g., CRAC units, chillers).

• Leadership Skills:

• Strong ability to lead global, cross-functional teams in a fast-paced, technical environment.
• Exceptional communication skills to translate complex technical concepts into actionable service strategies for diverse stakeholders.
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  Other Experience (Preferred): ITIL v4, System Reliability Engineering (SRE) concepts, LEAN, Agile, and operational process improvement.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.