Senior Director, Service Management and Controls
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.
Responsibilities:
* 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.
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 learning.
* Drive cross-functional collaboration between facilities, network operations, and customer success teams to deliver seamless service experiences in a 24/7 operational environment.
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.
Engineering Design and Process Review:
* Maintains architecture and engineering standards related to control systems and service management infrastructure.
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.