Senior Manager, Service Management

Who are we?

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 this 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.