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Senior Director, Head of Digital - Service Management
Equinix
Lead digital product strategy & delivery for global service management
2d ago
C$200,000 - C$330,000
Expert & Leadership (13+ years)
Full Time
Toronto, Ontario, Canada
Office Full-Time
Company Size
10,000 Employees
Service Specialisms
Data center colocation
Interconnection services
Smart Hands / remote support
Software-defined interconnection
Network Edge services
Equinix Metal (bare metal)
Equinix Fabric (cloud routing)
Managed services (integration & advisory)
Sector Specialisms
No specialisms available
Role
What you would be doing
product lifecycle
automation
ai/ml
data analytics
service management
team leadership
- Monitor emerging trends in infrastructure technology, cloud-native operations, and data center innovation to maintain a competitive edge
- Ensure alignment with enterprise-wide architecture, cybersecurity, sustainability, and cloud strategies
- Own the full product lifecycle for all digital solutions enabling service management — including: real-time insight into operating conditions , developer experience, Problem, Change & Incident management and Access Services
- Utilize data analytics and customer feedback to inform decision-making and drive continuous improvement
- Serve as the strategic interface between the Digital & Innovation organization and Global Operations, ensuring digital solutions meet real-world operational needs
- 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
- Translate service management goals— such as providing operating condition of datacenter information, incident, change and problem management, and secure and easy access to data centers — into a product roadmap that enables scale, visibility, and operational control
- Lead cross-functional initiatives that improve operational efficiency, reduce technical debt, and modernize legacy systems
- Partner closely with infrastructure engineers, site reliability teams, and sustainability leaders to understand challenges, opportunities, and future requirements.
- Build, coach and expand the customer enablement digital teams to support the business’ success
- 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
- Prioritize features and investments to support infrastructure reliability, automation, compliance, and operational transparency
- Encourages innovative risk taking and embraces failure as a part of innovation
- Build and lead a team of product managers and technical delivery partners focused on delivering reliable, high-performance infrastructure products
What you bring
15+ years
software engineering
product management
servicenow
digital twin
data center
- 15+ years of experience in software engineerin or product management leadership in the service management product arena
- Deep understanding of global infrastructure operations, idelly data center environments, and related operational systems and tools
- Excellent problem-solving ability to understand business stakeholder needs, drive prioritization, and deliver systems
- Ability to provide thought leadership, think strategically and effectively communicate vision and influence across the organization
- Adept at inspiring behavior change through motivating teams, planning initiatives, designating priorities, and being decisive when faced with ambiguity
- Proven experience delivering digital solutions for mission-critical environments with high demands on uptime, security, and compliance
- Strategic thinker with a customer-centric mindset and a passion for innovation
- Exceptional leader who excels at driving bold and meaningful change at scale and across multiple dimensions with a heavy outcome focused mindset
- Familiarity with software engineering of Digital Twin, ServiceNow, Incident, Change & Problem Management applications
- Product / engineering mindset with passion and experience in major transformations at a global scale across cultures, in a matrix driven org
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Company
Overview
1998
Year Established
The company was established in 1998, marking the beginning of its journey in providing data center and interconnection services.
25+ Countries
Global Presence
Operates in over 25 countries, showcasing its extensive international reach and capability to serve a global clientele.
200+ Data Centers
Global Infrastructure
Provides essential services through over 200 data centers worldwide, supporting digital ecosystems and business growth.
- World’s largest provider of data center and interconnection services.
- Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age.
- Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance.
- Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems.
- At the forefront of advancing global digital transformation through strategic partnerships with leading companies.
- Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.
- Thriving workplace where every colleague is valued and respected for who they are and what they contribute
- Foster belonging—cultivating an environment where every employee feels empowered to bring their authentic selves to work
- Deliberate inclusion of all perspectives to strengthen decision‑making and business outcomes
- Programs to enhance workplace experience and attract high‑performing talent
Net-zero by 2040
Greenhouse Gas Emissions Target
Committed to achieving net-zero greenhouse gas emissions across all scopes by 2040, verified by Science Based Targets.
50% reduction by 2030
Emission Reduction Target
Reducing Scope 1/2 emissions and fuel/energy-related Scope 3 emissions by half from 2019 levels by 2030.
100% Renewable Energy
Global Portfolio Goal
Aiming to source 100% of energy from renewable sources across all operations by 2030, having reached 96% in 2024.
A-List Recognition
CDP Climate Change
Achieved consecutive years of 'A-List' recognition from CDP for climate change management and transparency.
- Target global average PUE of 1.33 by 2030; achieved 1.39 in latest reporting (6% improvement YoY)
- Installed 72 MW fuel cells (capable of Hâ‚‚ blends), avoiding 285,000 MTCOâ‚‚e and 382 billion gallons of embedded water use
- Consumed 8,560 GWh electricity across 268 data centers in 35 countries, with 1,285 MW of long-term PPAs
- Reduced operational Scope 1/2 emissions 24% from 2019 baseline; total 2024 footprint 1,747,700 MTCOâ‚‚e
- Issued ~$6.9 billion in green bonds to finance green buildings, energy efficiency, renewable energy, and decarbonization projects
17% increase
Women Employees Increase
Represents a significant global growth in the number of women employees over the past year.
14% increase
Black/African-American Employees
Signifies a notable rise in the number of U.S.-based Black/African-American employees.
47 organizations
Digital Inclusion Funding
Reflects the number of organizations supported by the foundation to enhance digital access and skills development.
11–37% increase
Employee Volunteer Hours
Highlights the growth in global volunteer hours, with a notable example of 25,300 hours in the latest reporting period.
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