E
Equinix
Managed Services Service Manager
Skills
JiraITILServiceNow
1 month ago
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Important information
Contract type:
Permanent
Location:
Toronto, ON, Canada
Work mode:
Onsite
Published on:
10 September 2026
What they need
- 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
- Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding
- 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- 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
- 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
- Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams
- Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
- Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
- Bachelor’s degree in information technology, Computer Science, Engineering, Business Administration, or a related field
- Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
- ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
- PMP certification or demonstrated project management experience
- Storage technologies (VAST, NetApp, DDN, MinIO)
- Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet)
- Knowledge of enterprise infrastructure technologies, including:
- Virtualization platforms (Broadcom/VMware)
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