Managed Services, Senior Service Manager

the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.

Job Summary

Manages, trains, cross trains, develops, and motivates the team. Drafts budget proposals, provides status reports, internal/external customer and interdepartmental communications.

Responsibilities

Account Support

• Supports customer account base up to and including high complexity and strategic global accounts

• Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation, and problem solving

• Monitors churn risk and proactively engages to reduce service-related churn within region or globally

• Has a firm understanding of customer-contracted services

• Supports/enables non-standard customer requirements independently

• Proactively 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 postmortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation

• Identifies root cause and drives resolution on cross functional issues

• Leads account team in developing customized QBR materials as appropriate

• Project manages resolution of follow-up actions from quarterly business reviews

Service Improvement Plan

• Develops, manages, and delivers on customer service improvement plans

Scheduled Reports

• Produces regular customer service reports (as per contractual obligations)

• Delivers and interprets reports to stakeholder teams such as CSM, Operations, Sales, etc

Client Management

• Engages customers when needing to clarify requests

• Makes recommendations for which data points are most valuable to customers and stakeholders. Assists with customer interpretation of reports

Ad Hoc Reporting

• Generates reports as necessary, using insights from data exploration to build visualizations and insights

Contracts

• Helps to prepare contract documents for execution, provides inputs to legal; resolves standard contractual claims and disputes (https://e.g. change orders) by gathering information and preparing materials from comparable situations to address claim

Qualifications

• 10+ Experience in as technical, service-oriented industry
• Computer Science Degree or Computer Network Diploma, or Equivalent experience
• ITIL Foundations or Proven experience is an asset

Equinix is an Equal Employment Opportunity and, in the https://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.