Service Manager 2

Who are we?

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. 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 Service Manager is responsible for ensuring reliable delivery within the scope of the Customer Success function, including performance of infrastructure and data centre services, meeting contractual SLAs and regulatory obligations. The role supports operational excellence by assisting with communication during service disruptions and providing advance notice of upcoming maintenance and potential impacts—often through structured operational reviews. The Service Manager works closely with both internal teams, especially CSM (as part of the Account Team), and customers to uphold service standards and drive proactive service management.

Responsibilities

Operational Oversight

• Ensure services delivered in line with contractual SLAs and regulatory requirements.

• Work with Operations teams to maintain consistent service management practices and manage compliance and operational queries.

• Support audits and site walkthroughs, coordinate post-RFS activities, and assist with snag resolution.

• Coordinate with relevant teams to minimize disruption and maintain service standards.

Customer Engagement & Insight

• Act as a key liaison between Customer Success and customers, providing accurate and timely reporting on service performance.

• Share insights from operational activities to support service improvement and account planning, ensuring customers understand operational activities and potential impacts.

Issue & Escalation Management

• Assess issues and escalations to validate, prioritize, and drive resolution.

• Ensure adherence to standard operating procedures, policies, rules, and restrictions while resolving customer issues and escalations.

• Engage relevant stakeholders and conduct post-mortem reviews to identify lessons learned and improvement opportunities.

Qualifications

Knowledge and Experience

• 3 to 5 years of relevant working experience in the data center, telecommunications or IT services industry

• Strong understanding of data center operations and IT infrastructure services

• Full familiarity with the Customer Success function, its scope, and responsibilities

• Experience working within account teams to align overall service management with customer and business objectives

• Proven ability to manage service issue coordination and compliance requirements

Skills and Attributes

• Analytical: Strong problem-solving and data analysis skills.

• Communication: Able to communicate complex information clearly to different audiences.

• Collaboration: Strong relationship-builder who works effectively across teams.

• Strategic Thinking: Understands how service management supports long-term customer objectives.

• Organized: Able to manage multiple priorities in a structured manner.

• Outcome Driven: Focused on achieving measurable results.

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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This posting is a new position within our organization.