Who are we? Equinix is the world’s digital infrastructure company, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. 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 Summary The Sr. Director, Service Management and Controls role is responsible for driving service monitoring, controls engineering, operational telemetry, and customer service excellence across Equinix’s global data center footprint. This role ensures monitoring operations and controls architecture, and its associated systems address the needs of critical facilities engineering, the centralized Equinix Operations Center (EOC), and Equinix customers. The role's responsibilities span from developing control standards, infrastructure, and systems to designing the platform for customer incident communications. The role will be instrumental in optimizing visibility, automation, and scalability in controls engineering and service management for global support and data center operations. Responsibilities Controls Engineering and Service Monitoring Owns and manages the development of design standards for global Controls & collection systems, including BMS, DCIM, Power & Battery, PUE/WUE, and Controls monitoring Oversees the identification of control systems deficiencies and works with cross-functional engineering teams to identify and help execute on improvement opportunities Makes recommendations for and leads system-level enhancements Test the suitability of components for deployments Owns global telemetry data collection, standards, and performance Customer Service Management Owns and manages the development of Customer Service Mgnt platform (process, system, data) – Equinix Service Hub, Equinix Operations Center Console, Incident Mgnt., Change Mgnt, and Customer Service management Portal (ESI) Monitors performance and drives continuous improvement of Service Management Test the suitability of components for deployments Responsible for Incident Automation and Predictive maintenance to reduce incidents as proactively as possible through automation and learning Owns the E2E customer incident and outage management ecosystem (systems, processes, and data) and assists with incident investigations and root cause analysis Design and Process Review Oversees controls design and documents for data center construction Reviews and approves change management requests for control systems Owns the 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 Comprehensive experience in monitoring and controls of mission-critical infrastructure (including systems and network) for data centers or other mission-critical facilities Proven leadership in customer service management, critical monitoring platforms, automation, and incident management response Strong expertise in data center infrastructure, controls engineering, and data engineering Experience leading large-scale engineering and change management teams across multiple geographies and critical facilities infrastructure Strong background in service management practices and E2E systems Excellent stakeholder management skills, with the ability to influence cross-functional teams and senior leadership Strong people leadership skills, with demonstrated success in developing future leaders and managing globally dispersed teams Bachelor's degree in Engineering, Operations Management or a related field. Advanced degrees preferred 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.