Hyperscale Customer Program Manager 4

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Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, lifeand planet.

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Job Summary

This is a senior, high-visibility role at the heart of Equinix’s most strategic growth engine. As a Hyperscale Customer Program Manager, you will own the end-to-end delivery of large, complex xScale deployments for some of the world’s largest cloud and AI customers, spanning multiple sites, regions and internal teams. You will be the single point of accountability for the customer programme: from contract handover and design, through construction and commissioning, to acceptance, billing and close-out. You will operate with significant autonomy, engage at executive level with customers and internal leadership, and help shape how Equinix delivers at hyperscale.

Responsibilities

Program Delivery & Execution

• Lead large-scale, cross-functional, multi-site and cross-regional customer deployments from contract handover through to acceptance and closure.
• Own the integrated programme schedule, deployment plans and lifecycle milestones, aligning design, construction, commissioning and ready-for-service dates.
• Translate contract commitments (lease terms, technical specifications, delivery dates and SLAs) into a clear, baselined delivery plan.
• Track critical-path dependencies such as permits, utility power, long-lead equipment and customer fit-out, and drive mitigation plans.
• Identify, manage and mitigate delivery risks and in-flight changes, communicating impact clearly and early to customers and internal stakeholders.

Commercial & Financial Management

• Manage the change order process end to end: scope, impact assessment, pricing input, approval and contract alignment.
• Track billing and rent commencement milestones so revenue is recognised on time and invoicing is accurate.
• Support book-to-bill and backlog reporting with accurate forecast dates and delivery status.
• Protect Equinix’s commercial position by ensuring work only proceeds against agreed scope and approved changes.

Customer & Stakeholder Management

• Serve as the primary customer interface throughout delivery, maintaining an executive-level presence and trusted-advisor relationship.
• Run the programme governance rhythm: weekly delivery calls, monthly approval committees and executive reviews covering progress, risks, decisions and milestones.
• Produce clear, concise executive reporting, including status dashboards, risk registers, issue notices and close-out documentation.
• Build lasting relationships with customer stakeholders across construction, operations, procurement and leadership.

Escalations & Issue Resolution

• Independently manage standard and mid-level escalations; partner with senior leadership on complex or contractual issues.
• Drive resolution with professionalism and persistence, holding internal teams and vendors accountable for commitments and outcomes.

Cross-Functional Leadership

• Coordinate across Sales, Legal, Design & Construction, Engineering, Operations, Finance, Procurement and external vendors to align delivery.
• Lead without direct authority, setting clear ownership and actions and removing blockers proactively.
• Manage a smooth handover from construction to operations/customer, including commissioning, customer acceptance and onboarding.

Continuous Improvement

• Capture and apply lessons learned through customer and internal debriefs to improve future deployments.
• Contribute to standard processes, templates, tooling and governance within the global Customer Service Delivery organisation.
• Mentor and support less experienced Customer Program Managers and contractors where needed.

Qualifications

Essential

• 8+ years’ experience managing large, complex, customer-facing programmes in data centre, construction, technology or critical infrastructure environments.
• Proven ability to work with minimal supervision, exercise sound judgement and own delivery outcomes end to end.
• Experience engaging and influencing at executive level with enterprise or hyperscale customers.
• Strong understanding of data centre delivery: power, cooling, construction phases, commissioning and colocation or wholesale products.
• Commercial awareness, including change control, contract interpretation and milestone-based billing.
• Excellent written and verbal communication skills, including concise executive reporting.
• Highly organised, with strong attention to detail and the ability to run multiple concurrent workstreams.

Desirable

• Previous experience in a hyperscale, xScale or cloud campus deployment.
• Background working with permitting authorities, utilities or general contractors.
• Familiarity with tools such as Smartsheet, Tableau, Salesforce or equivalent platforms.
• Formal project management qualification (PMP, PgMP, PRINCE2/MSP or equivalent).
• Experience with order management, book-to-bill processes or service delivery operations.

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 this form.

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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