Senior Director, Head of Digital - Service Management

Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective.

Help us challenge assumptions, uncover bias, and remove barriers—because progress starts with fresh ideas. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The Head of Digital – Global Service Management is a strategic and outcome-focused product and engineering executive responsible for leading the vision, strategy, and delivery of end-to-end digital platform and solutions to support the Global Service Management function – the organization responsible for delivering world class insight and transparency , incident, change and problem management and secure and delightful access to data centers.

With Equinix investing heavily in physical infrastructure, this role is central to maximizing the productivity of that team and creating a world-class experience for our customers and internal users with end-to-end accountability for delivering modern, efficient, secure, and scalable platforms that enable operational excellence, infrastructure resilience, sustainability, and cost-effectiveness across our global footprint. The opportunity to delight our customers is immense in this area.

Responsibilities

Strategic Leadership

• Partner with Global Operations leaders to define and execute a digital product strategy for Service Management that supports infrastructure modernization, performance optimization, and global expansion

• Translate service management goals— such as providing operating condition of datacenter information, incident, change and problem management, and secure and easy access to data centers — into a product roadmap that enables scale, visibility, and operational control

• Ensure alignment with enterprise-wide architecture, cybersecurity, sustainability, and cloud strategies

Product Ownership and Execution

• Own the full product lifecycle for all digital solutions enabling service management — including: real-time insight into operating conditions , developer experience, Problem, Change & Incident management and Access Services

• Build and lead a team of product managers and technical delivery partners focused on delivering reliable, high-performance infrastructure products

• Prioritize features and investments to support infrastructure reliability, automation, compliance, and operational transparency

Stakeholder Engagement and Change Leadership

• Serve as the strategic interface between the Digital & Innovation organization and Global Operations, ensuring digital solutions meet real-world operational needs

• •Partner closely with infrastructure engineers, site reliability teams, and sustainability leaders to understand challenges, opportunities, and future requirements.

• Lead cross-functional initiatives that improve operational efficiency, reduce technical debt, and modernize legacy systems

Innovation and Continuous Improvement

• Utilize data analytics and customer feedback to inform decision-making and drive continuous improvement

• Drive automation, AI/ML, and data-driven decision-making to enable real-time insights to customers into the operating conditions of their colocation and network footprint, smart and Secure access to data centers and effective and efficient Problem, Change and Incident management

• Monitor emerging trends in infrastructure technology, cloud-native operations, and data center innovation to maintain a competitive edge

People Leadership

• Build, coach and expand the customer enablement digital teams to support the business’ success

Qualifications

• 15+ years of experience in software engineerin or product management leadership in the service management product arena

• ·Deep understanding of global infrastructure operations, idelly data center environments, and related operational systems and tools

• Proven experience delivering digital solutions for mission-critical environments with high demands on uptime, security, and compliance

• Familiarity with software engineering of Digital Twin, ServiceNow, Incident, Change & Problem Management applications

Skills and Attributes

• Strategic thinker with a customer-centric mindset and a passion for innovation

  Demonstrated ability to collaborate and partner effectively with executive stakeholders, especially in complex, matrixed organizations

• Excellent problem-solving ability to understand business stakeholder needs, drive prioritization, and deliver systems

• Adept at inspiring behavior change through motivating teams, planning initiatives, designating priorities, and being decisive when faced with ambiguity

• Ability to provide thought leadership, think strategically and effectively communicate vision and influence across the organization

  Ability to be data driven, decisive, execution-focused and results-oriented to ensure strategy translates to outcomes

Leadership characteristics

• Product / engineering mindset with passion and experience in major transformations at a global scale across cultures, in a matrix driven org

• Exceptional leader who excels at driving bold and meaningful change at scale and across multiple dimensions with a heavy outcome focused mindset

• Cultivates Innovation - fosters a climate where innovation can thrive and creates new and better ways for the areas to be successful

• Encourages innovative risk taking and embraces failure as a part of innovation

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 202,000 - 302,000 CAD / Annual

United States - Denver Office DEO : 200,000 - 300,000 USD / Annual

United States - Dallas Infomart Office DAI : 200,000 - 300,000 USD / Annual

United States - Seattle Office SES : 220,000 - 330,000 USD / Annual

United States - Redwood City Office GHQ : 240,000 - 360,000 USD / Annual

United States - Chicago Office CHO : 220,000 - 330,000 USD / Annual

United States - New York City Office NYO1 : 220,000 - 330,000 USD / Annual

United States - Ashburn Office AEO : 220,000 - 330,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program : An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

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.