Managed Svcs Service Manager III

Who are we?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 future.Joining 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 work.Job SummaryWe are seeking a dynamic and technically proficient Service Manager to join our EMS Service Management team. This role combines technical account management with consultative sales support, acting as a strategic liaison between our clients, internal technical teams, and sales organization. The Service Manager will play a key role in delivering operational excellence and driving customer success across Equinix Managed Solutions (EMS) offerings.ResponsibilitiesTechnical Service ManagementServe as the primary point of contact for assigned customer accounts, ensuring seamless delivery and performance of EMS servicesOversee the full lifecycle of IT services, from onboarding to offboarding, with a focus on proactive governance and continuous improvementConduct regular performance reviews and provide insights into service health, optimization opportunities, and roadmap alignmentTranslate complex technical concepts into business-relevant recommendations for clientsConsultative Sales SupportPartner with sales teams to support pre-sales engagements, helping to scope and position EMS solutions effectivelyProvide technical expertise during customer meetings, workshops, and proposal developmentAssist in crafting tailored solutions that align with customer needs and Equinix Managed Solutions capabilities, including Private Cloud environments, Backup and Storage Services, and Multi-Cloud ConnectivityService Delivery & Escalation ManagementCoordinate with internal teams to ensure timely resolution of incidents and escalationsMaintain high levels of customer satisfaction through responsive and transparent communicationSupport governance models that foster trust and long-term partnershipsQualificationsBachelor’s degree in Engineering, Information Technology, Business Administration, or related fieldProven experience in service management, technical account management, or customer success rolesStrong understanding of hybrid and multicloud environments, infrastructure-as-a-service (IaaS)Excellent communication and stakeholder management skillsAbility to work cross-functionally with technical, sales, and operations teamsFluent in English; Spanish or Portuguese is a plusPreferred SkillsITIL certification or equivalent experience in service lifecycle managementFamiliarity with IaaS PlatformsExperience supporting enterprise clients in complex IT environmentsFluent in spoken and written EnglishEquinix 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 . 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.