Managed Svcs Service Manager III

Overview

Equinix is the world’s digital infrastructure company, powering the connectivity that enables innovations across work, life, and planet. Joining our operations team means maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for customers, communities, and society.

Supports small to large-sized field, major, or channel accounts on post-sale support items, issues, and onboarding.

• Account Support:
  Supports customer account base up to and including high complexity and strategic global accounts. Owns issue resolution with high levels of analysis, judgment, negotiation, and problem solving. Monitors churn risk and proactively engages to reduce service-related churn within region or globally. Supports/enables non-standard customer requirements independently. Identifies trends with customers globally and methods to improve customer experience.

• Issue and Escalation Handling:
  Post-sale tactical issue resolution. Acts as point of contact with customer on executive escalations or issues independently. Prepares and delivers post-mortem reviews when appropriate.

• Quarterly Business Review:
  Plays a role in delivery of Q  and Q  preparation. Identifies root cause and drives resolution on cross-functional issues. Leads account team in developing customized Q  materials as appropriate. Projects manages resolution of follow-up actions from QBRs.

• Service Improvement Plan:
  Develops, manages, and delivers on a service improvement plan.

• Scheduled Reports:
  Downloads required data and creates pre-defined reports per schedule. Delivers reports to stakeholder group and answers questions pertaining to the report.

• Client Management:
  Reaches out to clients to clarify requests. Recommends data exploration and debriefs with client to explain data insights and confirm reports.

• Ad Hoc Reporting:
  Creates complex ad hoc reports using insights from data exploration to build comprehensive reports with visualizations and insights.

• Contracts:
  Prepares contract documents for execution, provides inputs to legal if leveraging lawyers; resolves standard contractual claims and disputes (e.g., change orders) by gathering information and preparing materials from comparable situations to address claims.

• Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field.

• 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role.

• Practical familiarity with IT Service Management (ITSM) platforms such as Service Now, Jira Service Management, or equivalent tools.

• Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions.

• Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention.

• Strong business acumen with the ability to create, interpret, and present customer-facing business reviews, operational reports, KPI dashboards, service metrics, and executive-level recommendations.

• Experience coordinating and collaborating with cross-functional stakeholders including Sales, Billing, Operations, IBX/Data Center Operations, Service Delivery, Technical Support, Engineering, and other business functions.

• Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams.

• ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification.

• PMP certification or demonstrated project management experience.

• Knowledge of enterprise infrastructure technologies, including virtualization (Broadcom/VMware), networking (Cisco, Juniper, Arista, Dell, Fortinet), and storage (VAST, Net App, DDN, MinIO).

The pay range is location-based and reflects base pay for new hires. It may be updated based on business needs. Pay includes base salary and may include bonus or equity where applicable. Benefits include health, retirement, paid time off, and additional programs as described by location.

Equinix is committed to an open employment process for all individuals. If you need accommodation during the process, please indicate so when applying. 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 race, color, religion, national origin, sex, age, veteran status, disability, or other protected status.

We use artificial intelligence in our hiring process. More information is available upon request.