Managed Svcs Service Manager III

Equinix•Tampa, FL

11d•CA$73,000 - CA$109,000

About The Position

Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding. 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.

Requirements

Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
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
Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams

Nice To Haves

ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
PMP certification or demonstrated project management experience
Knowledge of enterprise infrastructure technologies, including: Virtualization platforms (Broadcom/VMware), Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet), Storage technologies (VAST, NetApp, DDN, MinIO)

Responsibilities

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