Service Manager II
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Service Manager II
- JR-160801
- Hybrid
- Rio de Janeiro
- Sao Paulo
- 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.
Job Summary
The Service Manager is responsible for ensuring the reliable delivery of services within the Customer Success function, with a strong focus on infrastructure and data center services. This role ensures services are delivered in line with contractual service level agreements (SLAs), regulatory requirements, and internal governance standards.
The Service Manager supports operational excellence by coordinating service communications, facilitating operational reviews, and proactively managing service performance, risks, and improvements. The role works closely with Customer Success Managers (CSMs), Operations, and customers to maintain service reliability, transparency, and continuous improvement.
Key Responsibilities
Service Communication & Operational Reviews
Support clear and timely communication during service disruptions, ensuring alignment between customers and internal teams.
Provide proactive notifications regarding planned maintenance, changes, and potential service impacts.
Lead or contribute to structured operational reviews covering service performance, upcoming activities, risks, and improvement opportunities.
Operational Oversight
Ensure services within Customer Success scope are delivered in accordance with contractual SLAs and applicable regulatory requirements.
Partner with Operations and site teams to maintain global consistency in service management practices.
Support audits, operational walkthroughs, post–Ready for Service (RFS) activities, and snag resolution.
Coordinate and track operational requests, ensuring minimal disruption and adherence to service standards.
Customer Engagement & Insight
Act as a key liaison between Customer Success and customers for service performance, reliability, and operational reporting.
Provide accurate, timely service reports and performance insights.
Translate insights from operational reviews into actionable inputs for service improvement and account planning.
Stakeholder Management & Governance
Collaborate closely with Customer Success Managers (CSM), Customer Support (CS), Customer Project Management (CPM), and Operations teams.
Facilitate cross-functional governance and review meetings to ensure accountability and proactive risk management.
Align internal priorities with customer requirements to support consistent service delivery.
Issue & Escalation Management
Assess service issues and escalations, validating impact, priority, and appropriate resolution paths.
Ensure adherence to standard operating procedures, policies, and operational guidelines.
Engage relevant stakeholders and support post-incident reviews and postmortem analyses.
Required Qualifications
- Solid experience in service management, service delivery, or operational roles within Customer Success or similar environments.
- Demonstrated proficiency in managing services against SLAs and operational or regulatory requirements.
- Practical experience coordinating service issues, escalations, and cross-functional resolution efforts.
- Fluency in Portuguese and English.
Preferred Qualifications
- Understanding of data center operations and infrastructure services.
- Experience working within account teams to align service management with customer and business objectives.
- Spanish language skills.
- Exposure to governance frameworks, operational reviews, or audit-related activities.
Education
- Bachelor’s degree or equivalent practical experience in a relevant field (e.g., Engineering, Information Technology, Operations, or Business).
Location and Work Model
- Location: São Paulo, Brazil
- Work Model: Hybrid
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 for a backfill position, meaning it is to fill an existing vacancy within our organization.