Senior Director, Head of Digital - Service Management

Head Of Digital - Global Service Management

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. 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 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. 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 engineering or product management leadership in the service management product arena. Deep understanding of global infrastructure operations, ideally 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 driven, decisive, execution-focused and results-oriented to ensure strategy translates to outcomes.

Leadership Characteristics

Product / engineering mindset with passion and experience in major transformations at a global scale across cultures, in a matrix driven org. Exceptional leader who excels at driving bold and meaningful change at scale and across multiple dimensions with a heavy outcome focused mindset. Cultivates innovation - fosters a climate where innovation can thrive and creates new and better ways for the areas to be successful. Encourages innovative risk taking and embraces failure as a part of innovation.

Pay Range

The targeted pay range for this position in the following locations is : Canada - Toronto Office : 202,000 - 302,000 CAD / Annual; United States - Denver Office : 200,000 - 300,000 USD / Annual; United States - Dallas Infomart Office : 200,000 - 300,000 USD / Annual; United States - Seattle Office : 220,000 - 330,000 USD / Annual; United States - Redwood City Office : 240,000 - 360,000 USD / Annual; United States - Chicago Office : 220,000 - 330,000 USD / Annual; United States - New York City Office : 220,000 - 330,000 USD / Annual; United States - Ashburn Office : 220,000 - 330,000 USD / Annual. Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.