- Company Name
- Equinix
- Job Title
- Senior Director, Head of Digital - Service Management
- Job Description
-
**Job Title**
Senior Director, Head of Digital – Service Management
**Role Summary**
Lead the vision, strategy, and delivery of end‑to‑end digital platforms for global service management, encompassing incident, change, and problem management, as well as secure data‑center access. Own the full product lifecycle, prioritize features for reliability, automation, and compliance, and drive cross‑functional initiatives to modernize legacy systems and enhance operational excellence.
**Expactations**
- Deliver modern, scalable platforms that enable operational excellence, infrastructure resilience, sustainability, and cost‑effectiveness across a global footprint.
- Align digital solutions with enterprise‑wide architecture, cybersecurity, sustainability, and cloud strategies.
- Inspire and scale high‑performance digital product teams, ensuring efficient delivery and continuous improvement.
**Key Responsibilities**
- Partner with Global Operations to define and execute a digital product strategy for Service Management.
- Translate service‑management goals (operating‑condition insights, incident/change/problem management, secure data‑center access) into a prioritized product roadmap.
- Own the product lifecycle for digital solutions providing real‑time insights, developer experience, and service‑management capabilities.
- Build and lead product‑management and delivery teams focused on reliability, automation, and compliance.
- Prioritize features and investments to support infrastructure reliability, automation, compliance, and operational transparency.
- Serve as the strategic interface between Digital & Innovation and Global Operations, ensuring solutions meet real‑world operational needs.
- Partner with infrastructure engineers, SREs, and sustainability leaders to identify challenges, opportunities, and future requirements.
- Lead cross‑functional initiatives that reduce technical debt, modernize legacy systems, and improve operational efficiency.
- Use data analytics and customer feedback to inform decision‑making and drive continuous improvement.
- Drive automation, AI/ML, and data‑driven decision‑making for real‑time customer insights into colocation and network footprints.
- Monitor emerging trends in infrastructure technology, cloud‑native operations, and data‑center innovation to maintain competitive edge.
- Build, coach, and expand customer‑enablement digital teams to support business success.
**Required Skills**
- Strategic thinking with a customer‑centric mindset.
- Proven product‑management leadership in service‑management or related domains.
- Deep understanding of global infrastructure operations, ideally data‑center environments and operational systems/tools.
- Experience delivering mission‑critical digital solutions with high uptime, security, and compliance requirements.
- Familiarity with Digital Twin, ServiceNow, and incident/change/problem‑management applications.
- Strong collaboration and stakeholder‑management skills in complex, matrixed organizations.
- Excellent problem‑solving, prioritization, and decision‑making under ambiguity.
- Ability to inspire behavior change and motivate teams.
- Data‑driven mindset and strong communication skills for thought leadership.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Engineering, Business, or related field.
- 15+ years of experience in software engineering or product‑management leadership in the service‑management arena.
- Certifications in ServiceNow, ITIL, or related service‑management frameworks preferred.