Customer Success - Service Manager

Equinix Asia Pacific; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global digital infrastructure company in Singapore is seeking a Service Manager to ensure reliable delivery and performance of infrastructure services. This role involves facilitating communication during service disruptions, providing proactive updates, and managing customer engagement. Candidates should have 1-3 years of experience, a Bachelor’s degree, and a strong customer-oriented mindset. The position is essential in aligning service management with overall business objectives.

Qualifications

• 1-3 years of experience in managing service issue coordination and compliance requirements.
• People centric and capable of providing a high-level customer oriented service mindset.
• Experience in aligning service management with customer and business objectives.

Responsibilities

• Assist with communication during service disruptions.
• Provide proactive notifications about maintenance activities.
• Key liaison between Customer Success and customers.
• Collaborate with internal teams to resolve issues and align priorities.
• Manage escalation processes and ensure adherence to procedures.

Skills

Customer-oriented service mindset

Service issue coordination

Stakeholder engagement

Education

Bachelor's degree

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.

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 and performance of infrastructure and data centre services within the scope of the Customer Success function, 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 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.
  

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 Program 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.

Daily Operational

• Ensures all services control are delivered in line with contractual SLAs and regulatory obligations. 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.

Who we are looking out for:

• 1-3 Years of experiences in managing service issue coordination and compliance requirements. Relevant internship experiences will be considered
• People Centric and able to provide high level customer oriented service mindset
• Experience working within account teams to align overall service management with customer and business objectives
• Obtained at least a Bachelor's degree

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 Affimative 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.