Managed Services Service Manager

Join Equinix, the world's digital infrastructure company, as a Managed Services Service Manager. In this role, you will support small to large-sized field, major, or channel accounts on post-sale support items and onboarding. You will be responsible for ownership and issue resolution, monitoring churn risk, and proactively engaging to reduce service-related churn. You will also act as the point of contact with customers on executive escalations or issues, prepare and deliver post-mortem reviews, and play a role in the delivery of QBR and QBR preparation. Additionally, you will develop, manage, and deliver on a service improvement plan, create complex ad hoc reports, and prepare contract documents for execution.

• 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.
• Act as the point of contact with the customer on executive escalations or issues independently, and prepare and deliver post-mortem reviews when appropriate.

• 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
• 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
• 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
• Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams
• 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
• Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
• Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
• 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)