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Senior Director, Service Management and Controls, Slough
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Client:
Equinix
Location:
Slough, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
04fec1e03786
Job Views:
2
Posted:
07.05.2025
Expiry Date:
21.06.2025
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Job Description:
Who are we?
Equinix is the world’s digital infrastructure company, operatingover 260 data centersacross 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 providingan 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 toreduce incidents asproactively as possible through automation and learning
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 protocols
Leverage operational telemetry and historical data to implement predictive failure models, reducing downtime and improving incident response
Build dashboards and reporting tools to provide actionable insights into system performance, energy efficiency, and service metrics
Drive continuous improvement initiatives by examining operational trends and effectiveness while suggesting enhancements or process refinements
Integrate machine learning and statistical process control (SPC) techniques to identify anomalies in control systems and telemetry feeds proactively
Benchmark performance against industry peers and internal targets, driving iterative enhancements to operational resilience and cost efficiency
Engineering Design and Process Review
Maintains architecture and engineering standards related to control systems and service management infrastructure
Owns the control systems change management process
Leads and develops high-performingControls Engineering, Service Monitoring, and Customer Service Management teams, fostering a culture of belonging, innovation, collaboration, and accountability
Drivestalent development initiatives, including mentorship, career progression pathways, and leadership training to ensure the team is equipped with the latest skills and expertise inService Management andControls operations
Qualifications
Education
Bachelor’s degree in Engineering, Networking, Computer Science, or a related technical field; Master’s degree preferred
Experience
Proven years in critical IT, Networking, Data Center, or other infrastructure engineering operations with at least 5 years in a leadership role overseeing data centers or equivalent high-reliability environments
Proven expertise in controls engineering, power systems, and cooling technologies within large-scale operational settings
Extensive experience with ITIL or similar service management frameworks and data-driven operational improvement programs
Technical Skills
Strong background with distributed infrastructure, systems and network monitoring – BMS, SCADA and PLC systems preferred
Experience with system monitoring and analytics platforms for real-time monitoring and predictive insights
Familiarity with electrical systems design (e.g., medium/low-voltage switchgear, UPS) and mechanical systems (e.g., CRAC units, chillers)
Leadership Skills
Strong ability to lead global, cross-functional teams in a fast-paced, technical environment
Exceptional communication skills to translate complex technical concepts into actionable service strategies for diverse stakeholders
Other Experience (Preferred)
ITIL v4, System Reliability Engineering (SRE) concepts, LEAN, Agile, and operational process improvement
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.
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