Job Specifications
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 drive