Managed Services Service Manager

Equinix; Dallas (TX); On-site; USD 95,000 - 135,000; Full time

Job summary

Equinix in Dallas seeks an experienced Service Management professional to lead post-sale activities for enterprise accounts. You will own issue resolution, drive cross-functional collaboration, and deliver executive-level reviews and dashboards.

The role requires 5+ years in related fields, strong stakeholder engagement, and familiarity with ITSM platforms such as ServiceNow and Jira Service Management. A results-driven mindset and data-driven reporting are essential.

Qualifications

• 5+ years in Service Management, Technical Account Management, Customer Success, IT Operations, or related role.
• Excellent relationship management, communication, and stakeholder engagement.
• Bachelor’s degree in information technology, computer science, engineering, or business.

Responsibilities

• Manage post-sale customer relationships and resolve issues.
• Prepare and present executive reviews, KPI dashboards, and service metrics.
• Coordinate with cross-functional teams (Sales, Billing, Operations) to improve outcomes.
• Identify root causes of service issues and drive corrective actions.
• Develop and deliver QBR materials and service improvement plans.
• Create ad hoc reports and data visualizations for clients.
• Handle executive escalations and post-mortem reviews.

Skills

Relationship management

Stakeholder engagement

Communication skills

Cross-functional collaboration

Data analysis

Education

Bachelor's degree in IT/CS/Engineering/Business

Tools

ServiceNow

Jira Service Management

ITSM tools

Job description

• 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
• Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding
• 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
• 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
• 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
• Develops, manages and delivers on a service improvement plan
• Downloads required data and creates pre-defined reports as per defined schedule
• Delivers reports to stakeholder group and answers questions pertaining to the report
• 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
• Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights
• 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

Strong business acumen with the ability to create, interpret, and present customer-facing business reviews, operational reports, KPI dashboards, service metrics, and executive-level recommendationsExperience coordinating and collaborating with cross-functional stakeholders including Sales, Billing, Operations, IBX/Data Center Operations, Service Delivery, Technical Support, Engineering, and other business functions5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical roleExcellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teamsPractical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management toolsExperience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retentionBachelor’s degree in information technology, Computer Science, Engineering, Business Administration, or a related fieldProven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutionsITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certificationPMP certification or demonstrated project management experienceStorage technologies (VAST, NetApp, DDN, MinIO)Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet)Knowledge of enterprise infrastructure technologies, including:Virtualization platforms (Broadcom/VMware)