Senior Director, Service Management and Controls

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.

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. 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 Director of Service Management and Controls is a senior leadership position within Equinix’s Operations Excellence organization. This role is responsible for driving service monitoring, controls engineering, operational telemetry, and customer service management optimization across Equinix’s retail and hyperscale data center portfolio. The position ensures critical facility monitoring systems, including controls architecture and associated telemetry platforms, deliver real-time performance data to critical facilities engineers, the Equinix Operations Center (EOC), and customer-facing dashboards. Responsibilities include defining technical standards for control systems and monitoring infrastructure, designing scalable platforms for incident detection, communication, and resolution, and integrating automation to enhance operational efficiency. The Senior Director will lead initiatives to optimize system visibility, implement predictive analytics, and scale controls engineering solutions to support global IBX operations while ensuring uptime resilience.

Responsibilities:

• Controls Engineering and Service Monitoring

• Own the architecture, design, and performance of Equinix’s global controls and monitoring infrastructure -- including BMS/SCADA platforms, distributed telemetry collection, power and battery monitoring, PUE/WUE data collection, and monitoring automation.
• Architect a scalable, fault-tolerant monitoring and telemetry infrastructure to collect real-time insights into mechanical, electrical, and environmental systems (e.g., HVAC, UPS, chillers).
• Create centralized monitoring interfaces and automation
• Collaborate with engineering and construction design teams to integrate cutting-edge cooling technologies (e.g., liquid cooling, free-air systems) and high-efficiency power solutions into control architectures.
• Ensure compliance with industry standards (e.g., ASHRAE, Uptime Institute Tier classifications) and oversee root cause analysis (RCA) for system failures, driving technical resolutions.
• Establish service level agreements (SLAs) and key performance indicators (KPIs) for controls engineering and monitoring systems, aligning with customer uptime expectations.
• Oversee the identification of deficiencies in control systems and collaborate with cross-functional engineering teams to identify and execute improvement opportunities.

• Service Management Orientation

• Develop and maintain a global service management platform to ensure consistent, high-quality support for facility operations, the Equinix Operations Center (EOC), and customer-facing incident response.
• Design and optimize processes and systems for incident detection, escalation, and communication, ensuring rapid resolution and transparent updates to stakeholders via ITSM tools (e.g., ServiceNow).
• Own the evolution of Equinix’s Customer Service Management platform and Customer Service Portal

• Create AI-driven Incident Automation and Predictive maintenance to reduce incidents as proactively as possible through automation and learnings.

• Drive cross-functional collaboration between facilities, network operations, and customer success teams to deliver seamless service experiences in a 24/7 operational environment.
• Oversee training programs for EOC staff and field engineers on control system operations, troubleshooting, and service proto