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Service Level Management Specialist - SLM

 

Service Level Management Specialist - SLM

  • JR-122048
  • Sao Paulo
  • Managed Services
  • Full time
Service Level Management Specialist - SLM

Equinix is the world’s digital infrastructure company, operating 210 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams. 

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success

We are looking for a dedicated and highly experienced Service Level Management Specialist to join our Managed Services team with the responsibility of providing support for managed services customers, handling availability, performance and capacity of all managed hosting environments.

What you will be doing

Partner Influence and Management

  • Working relationship with key partners for listening platform management

Customer Journey Mapping and Business Improvement

  • Understanding of customer journey
  • Owns centralization of all customer journey mapping processes and related documentation
  • Clear understanding of customer journey to support and coordinate ongoing CX projects, interacting with key internal partners and customers

Internal Communications

  • Builds an interactive and important customer room for executives and all employees to review metrics

Corp Change Management and Closed Loop

  • Constructs action plans based on analysis and internal communication

Customer Experience Measurement

  • Supports CX programs at local regional level
  • Owns preparatory interactions with customers
  • Owns data cleanliness for listening event contacts
  • Crafting and acquiring agreement for the structure of the Service Level Agreements.
  • Negotiating Service Level Requirement and Service Level Agreements with Customers.
  • Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
  • Ensuring that all templates for the Service Level Management process are up to date.
  • Ensuring all backend agreements for SLA’s are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes.
  • Measuring and Service Level Reporting for IT Services.
  • Building positive relationships with Internal and external IT service groups, and other ITIL processes, in particular Contract management, Supplier Management, Change Management, Incident Management and of course IT Service Management.
  • Planning Service Reviews and facilitating meetings.
  • Creating Service Level Reports for IT Services.

What we’ll expect from you

  • Senior experience in Service Level Management
  • Bacharel dregree in IT courses
  • Work experience with Clients negotiating and IT infrastructure and operation
  • Fluent English (Required)

What will be the difference if you have

  • Experience in a technical industry; preferably IT, or data centres and Cloud

Why Equinix

The opportunity to be part of the digital transformation in the world in a company that was elected by the employees as the best places to work by Glassdoor and it´s is GPTW for several consecutive years.

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran, or status as a qualified individual with disability.

Are you interested?

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

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Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.