Principal Lead, Digital Workplace Intelligent Operations

Digital Workplace Operations Modernization LeadThis role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function. The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services. This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model.Operational Transformation & AutomationDrive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating modelIdentify and eliminate manual operational work through automation, workflow redesign, and improved toolingDefine success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stabilitySimplify operational processes to improve service reliability and efficiencyEstablish practices that support faster issue detection, resolution, and preventionDesign and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issuesIntroduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual interventionEnable self-service capabilities that empower employees to resolve common issues independentlyPartner with engineering teams to embed automation into workplace platforms and servicesModernizing Digital Workplace OperationsChampion modern operations practices across the Digital Workplace organizationDrive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIsAnalyze existing operational workflows to surface inefficiencies, delays, and improvement opportunitiesImplement standardized, repeatable processes that enable automation and scalabilityDefine and track operational metrics that measure service performance, automation adoption, and efficiencyBuild collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quicklyPromote faster feedback loops and iterative improvement to continuously enhance service quality and experienceQualificationDigital Workplace Platform KnowledgeExperience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalentFamiliarity with enterprise IT service management platforms such as ServiceNowSolid understanding of digital workplace operations and endpoint lifecycle managementEndpoint Telemetry & Experience MonitoringExperience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similarAbility to analyze device telemetry, performance data, and operational metrics to identify automation opportunitiesOperational AnalyticsAbility to analyze operational data and incident trends to identify reliability risks and drive improvementsExperience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiativesPreferred Skills & ExperienceFamiliarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platformsAbility to build automation using PowerShell, Python, or Bash for rapid prototyping or data extractionFamiliarity with enterprise automation frameworks or orchestration toolsFamiliarity with Agile or Agile Swarming methodologiesThe targeted pay range for this position in the following location is:United States - Dallas Infomart Office DAI: 177,000 - 265,000 USD / AnnualCanada - Toronto Office TRO: 139,000 - 209,000 CAD / AnnualEquinix BenefitsAs an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.Employee Assistance Program: An Employee Assistance program is available to all employees.US Benefits: Insurance, Retirement, Paid Time Off (PTO) and Paid HolidaysCanada Core Benefits: Insurance, Retirement, Vacation and Paid HolidaysEquinix 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.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.