Managed Svcs Service Manager III

Equinix, Inc; Toronto; On-site; CAD 73,000 - 109,000; Full time

Job summary

Equinix, Inc. is seeking a skilled Service Management professional to support global accounts post-sales, manage issues, and drive customer success. You will analyze trends, negotiate resolutions, and deliver value through detailed reports and executive reviews.

The role emphasizes cross-functional collaboration with Sales, Operations, and IT teams, focusing on reducing churn and improving customer satisfaction across regions.

Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field.
• 5+ years of experience in Service Management, technical account management or related customer-facing role.
• Familiarity with ITSM platforms such as ServiceNow or Jira Service Management.
• Proven ability to identify opportunities for account growth and service expansion.

Responsibilities

• Supports customer account base up to high complexity and strategic global accounts.
• Owns issue resolution with high analysis, judgment, negotiation and problem solving.
• Monitors churn risk and proactively engages to reduce service-related churn.
• Prepares post mortem reviews when appropriate.
• Leads account team in developing customized QBR materials and resolves follow-up actions.

Skills

Service management

ITSM tools

Stakeholder management

Education

Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field

Tools

ServiceNow

Jira Service Management

Broadcom/VMware

Cisco Networking

Job description

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

Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.

Responsibilities

Account Support

• Supports customer account base up to and including high complexity and strategic global accounts
• Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving
• Monitors churn risk and proactively engages to reduce service-related churn within region or globally
• Supports/enables non-standard customer requirements independently
• Proactively identifies trends with Customer in globally and methods to improve Customer experience

Issue and Escalation Handling

• Post-sale tactical issue resolution
• Acts as point of contact with customer on executive escalations or issues independently
• Prepares and delivers post mortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation
• Identifies root cause and drives resolution on cross functional issues
• Leads account team in developing customized QBR materials as appropriate
• Project manages resolution of follow up actions from QBR's

Service Improvement Plan

• Develops, manages and delivers on a service improvement plan

Scheduled Reports

• Downloads required data and creates pre-defined reports as per defined schedule
• Delivers reports to stakeholder group and answers questions pertaining to the report

Client Management

• Reaches out to client(s) to clarify requests
• Makes recommendations of what data should be explored and debriefs with client to explain data insights and confirm report

Ad Hoc Reporting

• Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights

Contracts

• Prepares contract documents for execution, provides inputs to legal if leveraging lawyers; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim

Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
• 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
• Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
• Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
• Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
• 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
• Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams

Preferred Qualifications

• ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
• PMP certification or demonstrated project management experience
• Knowledge of enterprise infrastructure technologies, including: Virtualization platforms (Broadcom/VMware) Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet) Storage technologies (VAST, NetApp, DDN, MinIO)

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 73,000 - 109,000 CAD / Annual

United States - Dallas Infomart Office DAI : 80,000 - 120,000 USD / Annual

United States - Tampa Office TAO : 80,000 - 120,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business