{"id":2009800,"url":"https://alion.io/job/equinix-managed-services-service-manager","title":"Managed Services Service Manager","company":{"id":7655,"name":"Equinix","domain":"equinix.com","url":"https://alion.io/company/equinix","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Welcome to the Jungle","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States","Tampa, United States","Toronto, Canada"],"countries":["US","CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":105000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2244},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"MinIO","optional":false},{"name":"ServiceNow","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-09-27T00:11:31Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-08T00:15:39Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"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.\nMissions\nSupport small to large sized field, major, or channel accounts on post-sale support items, issues, and onboarding.\nMonitor churn risk and proactively engage to reduce service-related churn within the region or globally.\nAct as the point of contact with the customer on executive escalations or issues independently, and prepare and deliver post-mortem reviews when appropriate.\nProfil recherché\n - 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\n- 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role\n- Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams\n- Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools\n- Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention\n- Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field\n- Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions\n- ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification\n- PMP certification or demonstrated project management experience\n- Storage technologies (VAST, NetApp, DDN, MinIO)\n- Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet)\n- Knowledge of enterprise infrastructure technologies, including:\n- Virtualization platforms (Broadcom/VMware)","description_format":"text","description_chars":2855,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Network Interconnect"],"lifecycle":[{"event":"open","at":"2026-10-07T12:59:56Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring 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