Managed Services Service Manager

Join Equinix, the world's digital infrastructure company, as a Managed Services Service Manager. In this role, you will be responsible for post-sale support, issue resolution, and customer account management. You will work closely with cross-functional teams and have the opportunity to shape the future of digital connectivity.

• Support small to large sized field, major, or channel accounts on post-sale support items, issues, and onboarding.
• Monitor churn risk and proactively engage to reduce service-related churn within the region or globally.
• Identify trends with customers globally and develop methods to improve customer experience.
• Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
• Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
• Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams
• Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
• 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
• Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
• 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
• 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
• ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
• PMP certification or demonstrated project management experience
• Storage technologies (VAST, NetApp, DDN, MinIO)
• Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet)
• Knowledge of enterprise infrastructure technologies, including:
• Virtualization platforms (Broadcom/VMware)