Managed Services Service Manager
Confirmed on the employer's own hiring board on Oct 7, 2026. First seen by Alion on Sep 27, 2026.
Join Equinix, the world's digital infrastructure company, as a Managed Services Service Manager. In this role, you will support small to large-sized field, major, or channel accounts on post-sale support items and onboarding. You will be responsible for ownership and issue resolution, monitoring churn risk, and proactively engaging to reduce service-related churn. You will also act as the point of contact with customers on executive escalations or issues, prepare and deliver post-mortem reviews, and play a role in the delivery of QBR and QBR preparation. Additionally, you will develop, manage, and deliver on a service improvement plan, create complex ad hoc reports, and prepare contract documents for execution.
Missions
- Support small to large sized field, major, or channel accounts on post-sale support items, issues, and onboarding.
- Monitor churn risk and proactively engage to reduce service-related churn within the region or globally.
- Act as the point of contact with the customer on executive escalations or issues independently, and prepare and deliver post-mortem reviews when appropriate.
Profil recherché
- 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
- 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
- Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams
- Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
- Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
- Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
- Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
- ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
- PMP certification or demonstrated project management experience
- Storage technologies (VAST, NetApp, DDN, MinIO)
- Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet)
- Knowledge of enterprise infrastructure technologies, including:
- Virtualization platforms (Broadcom/VMware)