Managed Services Service Manager

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 futureJoining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best workSupports small to large sized field, major, or channel accounts on post sale support items issues and onboardingSupports customer account base up to and including high complexity and strategic global accountsResponsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solvingMonitors churn risk and proactively engages to reduce service-related churn within region or globallySupports/enables non-standard customer requirements independentlyProactively identifies trends with Customer in globally and methods to improve Customer experiencePost-sale tactical issue resolutionActs as point of contact with customer on executive escalations or issues independentlyPrepares and delivers post mortem reviews when appropriatePlays a role in delivery of QBR and QBR preparationIdentifies root cause and drives resolution on cross functional issuesLeads account team in developing customized QBR materials as appropriateProject manages resolution of follow up actions from QBR’sDevelops, manages and delivers on a service improvement planDownloads required data and creates pre-defined reports as per defined scheduleDelivers reports to stakeholder group and answers questions pertaining to the reportReaches out to client(s) to clarify requestsMakes recommendations of what data should be explored and debriefs with client to explain data insights and confirm reportCreates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insightsPrepares 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 claimStrong business acumen with the ability to create, interpret, and present customer-facing business reviews, operational reports, KPI dashboards, service metrics, and executive-level recommendationsExperience coordinating and collaborating with cross-functional stakeholders including Sales, Billing, Operations, IBX/Data Center Operations, Service Delivery, Technical Support, Engineering, and other business functions 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical roleExcellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teamsPractical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management toolsExperience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retentionBachelor’s degree in information technology, Computer Science, Engineering, Business Administration, or a related fieldProven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutionsITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certificationPMP certification or demonstrated project management experienceStorage technologies (VAST, NetApp, DDN, MinIO) Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet) Knowledge of enterprise infrastructure technologies, including: Virtualization platforms (Broadcom/VMware)