Process Architect Senior Manager - Service Delivery Generalist

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success. 

Job Summary

The Senior Manager of Process Architecture for Service Delivery Generalist will lead process redesign and improvement initiatives specifically focused on enhancing service delivery operations with a focus on cross domain cohesion. This role involves translating business objectives into optimal process designs in collaboration with product managers, product owners, and service teams. The ideal candidate will possess extensive experience in gathering process information from subject matter experts across various business areas and translating it into documented process maps to ensure clear communication and alignment. A customer-focused self-starter with exceptional problem-solving skills, proactivity, resourcefulness, and the ability to develop and implement creative process-centric solutions is essential. The candidate should also have a proven track record of collaborating with cross-functional teams and driving the adoption of new processes to achieve desired outcomes.

This role will report into one of several Experience Product Managers.

Responsibilities

Process Design and Optimization

• Lead the design and re-engineering of service delivery processes across multiple domains, to improve operational efficiency and scalability, aligning long-term strategies with organizational goals. Utilize structured problem-solving methodologies (e.g., Six Sigma, Lean) to diagnose challenges, conduct root cause analysis, and develop sustainable solutions tailored to service delivery

• Gather and analyze customer feedback through surveys and interviews to identify pain points and preferences in service delivery, translating insights into process improvements that enhance customer satisfaction and loyalty

• Create and maintain comprehensive process documentation, including process maps and flowcharts, while utilizing advanced modeling techniques to visualize complex service delivery processes and their inter-dependencies

• Ensure compliance with regulations and industry standards relevant to service delivery, identifying risks associated with process changes and developing effective risk mitigation strategies

Testing Strategy Development

• Develop and execute comprehensive testing strategies for new service delivery processes and technology implementations, ensuring alignment with business requirements. This includes creating detailed test cases and scenarios that cover all functional areas, leading functional, integration, and user acceptance testing (UAT), and analyzing results to provide actionable feedback to stakeholders for necessary adjustments

Change Management and Facilitation

• Implement effective change management strategies for new service delivery processes and systems

• Develop and lead training initiatives for service delivery staff as needed

• Identify and address risks that hinder the adoption of new service delivery processes

• Collaborate with senior leadership and stakeholders to define business needs, process requirements, and build consensus on strategic initiatives related to service delivery

• Facilitate interactive workshops with cross-functional teams to brainstorm, map service delivery processes, and identify improvement opportunities, ensuring stakeholder alignment on objectives and outcomes

Performance / Risk Metrics and Reporting

• Establish and monitor key performance indicators (KPIs) specific to service delivery processes to evaluat