Service Manager 2
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Service Manager 2
- JR-161951
- Hybrid
- Tokyo
- Customer Care
- Full time
Who are we?
Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
(ENG, JPN version follows below)
Job Summary
The Service Manager is responsible for ensuring reliable service delivery within the Customer Success function, including infrastructure and data centre services, while meeting contractual SLAs and regulatory obligations. The role supports operational excellence through proactive service management and close collaboration with internal teams, particularly Customer Success Managers (CSM) as part of the Account Team, and customers to maintain service standards.
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
Strong understanding of data center operations and/or infrastructure services (including network services).
Good understanding of the Customer Success function, including its scope and responsibilities.
Experience working within account teams to align service management with customer’s business objectives.
Proven ability to coordinate service issues and manage 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.
This position requires business level of Japanese and English communication to perform the day to day task.
(JPN)
主な業務内容
サービス運用管理（Operational Oversight）
契約上のSLAおよび法令・規制要件に基づいたサービス提供をサポート
運用チームと連携し、一貫したサービスマネジメントプロセスの維持・運営を支援
コンプライアンス関連事項や運用上の問い合わせ対応を調整
監査対応、サイトツアー、およびRFS（Ready for Service）後の活動をサポート
関係部門と連携し、サービスへの影響を最小限に抑えながら安定した運用を実現
顧客対応・サービス改善（Customer Engagement & Insight）
Customer Successチームとお客様との重要な窓口として対応
サービスパフォーマンスに関するレポートや情報を適切に提供
運用状況から得られたインサイトを共有し、サービス改善やアカウントプランニングを支援
お客様が運用状況やサービスへの影響を理解できるようサポート
問題管理・エスカレーション対応（Issue & Escalation Management）
サービス課題およびエスカレーションの内容を評価し、優先順位付けと解決を推進
標準運用手順（SOP）、ポリシー、各種ルールに基づいた対応を実施
関係者と連携しながら問題解決を推進
問題発生後のレビュー（Post-Mortem）を実施し、改善施策および再発防止策の検討を支援
応募資格
経験・知識
データセンター運用、インフラサービス、またはネットワークサービスに関する知識・経験
Customer Success組織または顧客サポート／サービスマネジメント業務への理解
アカウントチームの一員として顧客対応やサービス提供に携わった経験
サービス課題の調整やコンプライアンス要件への対応経験
スキル
優れた分析力および問題解決能力
複雑な情報を分かりやすく伝えるコミュニケーション能力
社内外の関係者と良好な関係を構築し、協力して業務を進める能力
顧客のビジネス目標を理解し、サービス改善につなげる視点
複数の優先事項を整理しながら業務を遂行できる能力
結果を重視し、主体的に課題解決に取り組む姿勢
言語要件
日本語および英語でのビジネスレベルのコミュニケーション能力
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This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.