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 Summary

We 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.

Responsibilities

Technical Service Management

• Serve as the primary point of contact for assigned customer accounts, ensuring seamless delivery and performance of EMS services

• Oversee the full lifecycle of IT services, from onboarding to offboarding, with a focus on proactive governance and continuous improvement

• Conduct regular performance reviews and provide insights into service health, optimization opportunities, and roadmap alignment

• Translate complex technical concepts into business-relevant recommendations for clients

Consultative Sales Support

• Partner with sales teams to support pre-sales engagements, helping to scope and position EMS solutions effectively

• Provide technical expertise during customer meetings, workshops, and proposal development

• Assist 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 Connectivity

Service Delivery & Escalation Management

• Coordinate with internal teams to ensure timely resolution of incidents and escalations

• Maintain high levels of customer satisfaction through responsive and transparent communication

• Support governance models that foster trust and long-term partnerships

Qualifications

• Bachelor's degree in Engineering, Information Technology, Business Administration, or related field

• Proven experience in service management, technical account management, or customer success roles

• Strong understanding of hybrid and multicloud environments, infrastructure-as-a-service (IaaS)

• Excellent communication and stakeholder management skills

• Ability to work cross-functionally with technical, sales, and operations teams

• Fluent in English; Spanish or Portuguese is a plus

Preferred Skills

• ITIL certification or equivalent experience in service lifecycle management

• Familiarity with IaaS Platforms

• Experience supporting enterprise clients in complex IT environments

• Fluent in spoken and written English

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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