Service Management Specialist

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.Service Manager 3The Service Manager is responsible for ensuring the reliable, compliant, and high-performing delivery of infrastructure and data center services within the scope of the Customer Success Function across a portfolio of Strategic accounts.As a key member of the Account Team, the Service Manager drives operational excellence, proactively manages service risks, and supports executive-level engagement to uphold service standards and drive proactive service management.Responsibilities:Service Communication & Operational OversightEnsure all services within Customer Success scope are delivered in accordance with contractual SLAs, regulatory obligations, and operational standards.Monitor service health, availability, and performance trends across assigned accounts, providing proactive heads-up notifications about forthcoming maintenance activities and potential impact.Drive continuous service improvement initiatives through data-driven analysis and operational insight.Partner with Operations teams to ensure consistency of service management practices globally.Oversee post-RFS operational transition activities, audits and ongoing service lifecycle management.Strategic Customer Engagement and InsightFacilitate structured operational reviews, providing strategic recommendations and actionable insights.Key liaison between Customer Success and Customers, helping customers understand service performance, risks, planned changes, and optimization opportunities by providing accurate and timely reporting on service performance and reliability.Stakeholder Management & Governance​Collaborates with Customer Success Managers (CSM), Customer Support (CS), Customer Project 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.​Qualifications5+ years of relevant workin...