Managed Services Service Manager III

Equinix

Service Manager III responsible for various aspects of account management and customer support at Equinix. Supporting high complexity accounts and ensuring service delivery and improvement.

Posted 7/15/2026full-timeDallas • Florida, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Service Management and Technical Account Management, with a strong focus on customer success and retention. Proficient in analyzing customer trends and delivering actionable insights through comprehensive reporting and stakeholder engagement.

Highest-signal resume keywords

Service ManagementTechnical Account ManagementCustomer SuccessITSM PlatformsData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisService Improvement PlanningKPI Dashboard CreationRoot Cause AnalysisReport Generation

Soft Skills

Relationship ManagementCommunicationNegotiationProblem SolvingStakeholder Engagement

Tools & Technologies

ServiceNowJira Service Management

Industry Keywords

Customer ExperienceChurn Risk ManagementQuarterly Business ReviewCross-Functional CollaborationOperational Reports

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Supports customer account base up to and including high complexity and strategic global accounts
Responsible for ownership and issue resolution requiring 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 globally and methods to improve Customer experience
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 Quarterly Business Review (QBR) and QBR preparation
Identifies root cause and drives resolution on cross functional issues
Leads account team in developing customized QBR materials as appropriate
Develops, manages and delivers on a service improvement plan
Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights

Requirements

What you’ll need

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.

Benefits

Comp & perks

Employee Assistance Program
Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.
Healthcare coverage designed to complement the provincial healthcare system for Canadian employees.
Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA).