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.
A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. 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
The Service Manager is responsible for ensuring reliable delivery within the scope of the Customer Success function, including performance of infrastructure and data centre services, meeting contractual SLAs and regulatory obligations. The role supports operational excellence by assisting with communication during service disruptions and providing advance notice of upcoming maintenance and potential impacts—often through structured operational reviews. The Service Manager works closely with both internal teams, especially CSM (as part of the Account Team), and customers to uphold service standards and drive proactive service management.
Responsibilities
Service Communication & Operational Reviews
Assists with communication during service disruptions, ensuring customers and internal teams receive timely and clear updates
Provide proactive heads-up notifications about forthcoming maintenance activities and any potential impact these may have – mostly delivered through structured operational reviews, where service performance, upcoming changes, and improvement opportunities are discussed with customers and internal stakeholders
Operational Oversight
Ensures all services within Customer Success control are delivered in line with contractual SLAs and regulatory obligations. They work closely with Operations teams to maintain global consistency in service management and manage compliance and general queries with site teams
Supports audits and walkthroughs, coordinates post-RFS responsibilities, and assists with snag resolution
Ensures smooth coordination and implementation of operational requests as they arise, working with relevant teams to minimize disruption and maintain service standards
Customer Engagement & Insight
Key liaison between Customer Success and customers, providing accurate and timely reporting on service performance and reliability
Share actionable insights gathered from operational reviews to support service improvement and account planning, ensuring that customers have a clear understanding of operational activities and any potential impacts
Stakeholder Management & Governance
Collaborates with Customer Success Managers (CSM), Customer Support (CS), Customer Project Management (CPM), and Operations teams to align priorities, resolve issues, and maintain governance across service
Facilitate cross-functional reviews and governance meetings to ensure accountability and proactive risk management, driving smooth coordination between internal teams and customer requirements
Issue & Escalation Management
Assesses issue/escalation to validate, prioritize and progress accordingly
Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations
Engage stakeholders and conduct postmortem analyses
Qualifications
Knowledge and Experience
Strong understanding of data centre operations and infrastructure services
Full familiarity with the Customer Success function, its scope, and responsibilities
Experience working within account teams to align overall service management with customer and business objectives
Proven ability to manage service issue coordination and compliance requirements
Skills
Analytical: Excellent problem-solving and data interpretation skills
Communication: Able to convey complex concepts clearly across all levels
Collaboration: Strong relationship builder and cross-functional team player
Strategic Thinking: Aligns service management with long-term customer goals
Organized: Highly structured approach to managing multiple priorities
Outcome Driven: Focused on delivering measurable results
Change Management: Capable of leading through operational transitions
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 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.
We use artificial intelligence in our hiring process. Learn more here.
This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.
