Director - Service Management

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 bold ideas are welcomed human connection is valued and everyone has the opportunity to shape their future 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 We are looking for a visionary and execution-focused Director of Service Management to lead the transformation of service operations in a modern digital-first environment This is not a traditional service management role We re seeking a leader who can reimagine how service management functions focusing on customer journeys observability and proactive operations through AIOps You will be responsible for evolving core ITSM processes incident problem change knowledge management etc with strong alignment to ITIL v4 while embedding automation intelligence and empathy into every aspect of service delivery This role demands a blend of strategic vision technical depth and operational excellence with a strong orientation toward DevOps platform engineering and digital service management Responsibilities Lead the global service management function driving maturity across core ITIL processes IPC knowledge request etc with a focus on customer experience and business outcomes Define and execute a roadmap for modernizing service management using observability AIOps and automation Champion a shift from ticket-centric operations to journey-centric service delivery enabling proactive and predictive support Build and scale capabilities for real-time incident response root cause analysis and continuous improvement Partner with SRE platform and product teams to embed service management into engineering workflows and DevOps pipelines Drive adoption of service metrics and KPIs MTTR MTTD incident volume trends etc to inform decisions and improve reliability Lead service reviews post-incident analysis and executive reporting with clarity and empathy Foster a culture of ownership transparency and continuous learning across distributed teams Advocate for digital service management practices that integrate seamlessly with modern cloud-native architectures and agile delivery models Qualifications 15 years of experience in IT operations service managementwith 5 years in leadership roles Deep understanding of ITIL v4 principles and practical experience implementing IPC and related processes at scale Strong technical background with exposure to observability platforms e g Datadog Splunk Grafana AIOps tools and incident response automation Experience working in DevOps-oriented environments with a strong grasp of CI CD platform engineering and agile delivery Proven ability to lead in a globally distributed environment balancing speed with empathy and operational rigor Experience working closely with engineering product and platform teams to drive service excellence Exceptional communication and stakeholder management skills with the ability to influence across levels A mindset that embraces change innovation and the future of digital service delivery Equinix is committed to ensuring that our employment process is open to all individuals including those with a disability If you are a qualified candidate and need assistance or an accommodation please let us know by completing Equinix is an Equal Employment Opportunity and in the U S an Affirmative Action employer All qualified applicants will receive consideration for employment without regard to unlawful consideration of race color religion creed national or ethnic origin ancestry place of birth citizenship sex pregnancy childbirth or related medical conditions sexual orientation gender identity or expression marital or domestic partnership status age veteran or military status physical or mental disability medical condition genetic information political organizational affiliation status as a victim or family member of a victim of crime or abuse or any other status protected by applicable law