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

Service Communication & Operational Reviews

• Assists with communication during service disruptions, ensuring customers and internal teams receive timely and clear updates

• Provide proactive heads-up notifications about forthcoming maintenance activities and any potential impact these may have – mostly delivered through structured operational reviews, where service performance, upcoming changes, and improvement opportunities are discussed with customers and internal stakeholders

Operational Oversight

• Ensures all services within Customer Success control are delivered in line with contractual SLAs and regulatory obligations. They work closely with Operations teams to maintain global consistency in service management and manage compliance and general queries with site teams

• Supports audits and walkthroughs, coordinates post-RFS responsibilities, and assists with snag resolution

• Ensures smooth coordination and implementation of operational requests as they arise, working with relevant teams to minimize disruption and maintain service standards

Customer Engagement & Insight

• Key liaison between Customer Success and customers, providing accurate and timely reporting on service performance and reliability

• Share actionable insights gathered from operational reviews to support service improvement and account planning, ensuring that customers have a clear understanding of operational activities and any potential impacts

Stakeholder Management & Governance

• Collaborates with Customer Success Managers (CSM), Customer Support (CS), Customer Project Management (CPM), and Operations teams to align priorities, resolve issues, and maintain governance across service

• Facilitate cross-functional reviews and governance meetings to ensure accountability and proactive risk management, driving smooth coordination between internal teams and customer requirements

Issue & Escalation Management

• Assesses issue/escalation to validate, prioritize and progress accordingly

• Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations

• Engage stakeholders and conduct postmortem analyses

Qualifications

Knowledge and Experience

• Strong understanding of data centre operations and 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: Excellent problem-solving and data interpretation skills

• Communication: Able to convey complex concepts clearly across all levels

• Collaboration: Strong relationship builder and cross-functional team player

• Strategic Thinking: Aligns service management with long-term customer goals

• Organized: Highly structured approach to managing multiple priorities

• Outcome Driven: Focused on delivering measurable results

• Change Management: Capable of leading through operational transitions

Success Metrics

• SLA performance (% of SLAs met)

• Customer & Revenue impact (Net Revenue Retention)

• Engagement via operational review

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.