Service Manager 1

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.

Main responsibilities and accountabilities of the role

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.

Required Qualifications

• 3+ years' Experience working within account teams to support service improvement and strategic planning.

• Strong understanding of data center operations and infrastructure services.

• Familiarity with Customer Success functions, including service delivery and operational processes.

• Proven experience managing service coordination, compliance requirements, and issue resolution.

• Ability to work effectively within cross-functional teams, aligning service management with business objectives.

• Excellent problem-solving and data interpretation skills.

• Strong communication skills, with the ability to convey complex concepts clearly across all levels.

• Highly organized, capable of managing multiple priorities in a structured manner.

Preferred Qualifications

• Demonstrated ability to lead change management initiatives and operational transitions.

• Strong collaboration skills, building relationships across diverse teams and stakeholders.

• Strategic thinker who can align service management with long-term customer and business goals.

• Outcome-driven mindset, focused on delivering measurable results and continuous improvement.

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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