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.
Job Summary
The Senior Manager, Service Management, is responsible for leading a team of Service Managers focused on delivering operational excellence and service reliability across a portfolio of strategic customers. This role provides leadership and governance over service management activities including SLA performance, service reviews, incident and escalation management, customer communications, regulatory compliance, and service improvement initiatives.
Working closely with Customer Success Managers (CSMs), Operations, Customer Support, Customer Program Management (CPM), and other cross-functional stakeholders, the Senior Manager ensures a consistent, customer-centric approach to service management while driving operational efficiency, risk mitigation, and continuous improvement.
The successful candidate is an experienced leader with deep expertise in service delivery, infrastructure or data centre operations, customer engagement, and team development. They will be responsible for building a high-performing Service Management organization that strengthens customer trust, improves service outcomes, and supports long-term business growth.
Responsibilities
Service Management Leadership
Lead, coach, and develop a team of Service Managers supporting customers across multiple regions and industries
Establish operational goals, performance standards, and best practices to ensure consistent service delivery
Foster a culture of accountability, customer centricity, collaboration, and continuous improvement
Drive workforce planning, resource allocation, and succession planning within the Service Management organization
Serve as the escalation point for critical customer service issues and cross-functional operational challenges
Operational Excellence & Governance
Ensure services are delivered in accordance with contractual obligations, service level agreements (SLAs), and regulatory requirements.
Establish governance frameworks and operational standards for service management activities globally
Oversee service performance reporting, compliance reviews, audits, and operational risk management
Partner closely with Operations teams to drive consistency in service delivery practices and customer experience
Lead service governance reviews, customer-facing operational reviews, and executive service discussions
Customer Experience & Service Reliability
Champion a proactive service management approach focused on reliability, transparency, and customer satisfaction
Ensure customers receive timely communication related to incidents, maintenance activities, service impacts, and ongoing operational initiatives
Identify service trends, systemic risks, and improvement opportunities through customer engagement and operational reporting
Partner with Customer Success Managers to improve retention, strengthen customer relationships, and support long-term account strategies
Drive customer confidence through excellent service governance and issue resolution practices
Incident, Escalation & Service Improvement
Oversee critical service escalations and major incident management activities
Ensure root cause analyses, post-incident reviews, and corrective actions are completed effectively
Lead Service Improvement Plans (SIPs) for customers experiencing recurring service issues
Partner with Operations and Support teams to address systemic issues and improve service performance
Drive continuous improvement initiatives that enhance operational efficiency and customer outcomes
Stakeholder Management
Build strong partnerships across Customer Success, Operations, Customer Support, Customer Program Management, Engineering, Product, and Sales teams
Facilitate cross-functional governance meetings and operational review forums
Influence senior stakeholders to resolve complex customer issues and improve service outcomes
Provide executive-level updates on service performance, operational risks, and customer-impacting initiatives
Team Development & Organizational Growth
Develop Service Managers through mentoring, coaching, and structured development plans
Establish performance metrics and development objectives aligned to business goals
Identify capability gaps and drive training initiatives to strengthen service management competencies
Promote knowledge sharing, operational excellence, and best practice adoption across the team
Qualifications
10+ years of experience in Service Management, Service Delivery, Technical Account Management, Customer Success, Infrastructure Operations, or Managed Services
3+ years of people leadership experience managing high-performing customer-facing teams
Experience managing enterprise customers in a complex operational environment
Strong understanding of SLA management, incident management, escalation management, and service governance
Demonstrated experience leading cross-functional teams and driving organizational alignment
Experience presenting operational metrics and executive-level service reviews
Excellent communication, stakeholder management, and problem-solving skills
Experience within data centre, cloud infrastructure, managed services, telecommunications, or mission-critical environments
ITIL Foundation, Practitioner, or Expert certification
Experience leading geographically distributed teams
Knowledge of regulatory compliance, audit processes, and operational risk management
Experience driving Service Improvement Plans (SIPs) and post-incident review processes
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
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This posting is a new position within our organization.
