Overview
In this role you will serve as the post-sale customer advocate for Equinix’s largest global accounts, driving a superior customer experience across cross-functional teams. You will lead operational alignment, facilitate issue resolution, and influence change to scale service delivery. You will work closely with Customer Success, Customer Experience, xScale, and other pillars to balance customer needs with operational feasibility. Your impact includes driving post-mortems, service improvement plans, and consistent communication with customers during reviews and workshops. This is an opportunity to shape outcomes for strategic customers and contribute to Equinix’s operational excellence and go
Responsibilities
- Act as escalation point for service-impacting incidents and customer expectations, coordinating across departments to resolve issues
- Lead post-mortem analyses, preventive measures, and, when needed, Service Improvement Plans
- Balance customer needs with operational constraints to address challenges for the customer
- Serve as trusted technical resource and SME on contractual obligations, SLOs, and internal processes
- Support xScale onboarding, readiness, and programs
- Drive consistency and alignment between customer needs and Equinix Operations
- Handle information requests, audits, and customer queries
- Participate in customer meetings (MBRs, QBRs, CBRs) and workshops
- Assist Data Center teams with complex customer demands
Key requirements
- Bachelor’s degree or extensive job experience in data center industry with knowledge of Power, Cooling and Network infrastructure
- Strong technical and operational background with ability to troubleshoot complex infrastructure problems
- Solid understanding of operations processes, service management practices, and cross-department systems
- Excellent relationship-building and collaboration skills with high trust
- Ability to drive outcomes and deliver value
- Excellent oral and written communication, including customer-facing interactions
- Willingness to travel and provide after-hours support; be on-call weekends and holidays
- Self-starter who can work independently or in a team environment
- relationship building
- cross-functional collaboration
- customer focus
- infrastructure troubleshooting
- service management
- SLOs/SLAs
Director, Strategic Account Operations Service Manager in London employer: Equinix
Equinix is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Senior Design Manager to thrive. With a strong commitment to employee growth, you will have the opportunity to work on cutting-edge datacenter projects in vibrant locations like London, Dublin, and Frankfurt, while enjoying a supportive environment that values your contributions and empowers you to shape the future of digital infrastructure.
