Customer Service Delivery Manager (m/w/d), Data Center

at  Equinix

WHO ARE WE?

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix’s trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
Customer Service Delivery Manager (m/w/d), Data Center
The Data Center Customer Service Delivery Manager (CSDM) is the primary interface in operations to large strategic accounts (named) by serving as the customer advocate to drive a superior, differentiated, and sustained customer experience. The CSDM also ensures operational continuity across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans. Serve on cross-functional teams to raise awareness, drive for results, and resolve issues impacting our top customers. The CSDM works in close partnership with the local and global xScale operations teams and Sales team.

QUALIFICATIONS

• Bachelor’s Degree or solid job experience in the data center industry with proven working knowledge in the critical technical data center infrastructure.
• Strong technical and operational background and understanding of troubleshooting infrastructure systems
• Thorough understanding of operations processes and systems across all internal organizations as well as industry best practices
• Strong relationship skills internally and externally with high level of trust and competency as backbones of delivery
• Precise oral and written communications skills internally and customer-facing
• Some after-hours support
• Willingness to work on-call via mobile phone
• Highly motivated, self-starter who can thrive independently or in a team environment
  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.

• Act as the central point of contact, sometimes after hours, when standard Operating processes are not meeting customer expectations. Once engaged, serve as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
• Partner with Operations to identify, create, implement, and track root cause analysis and preventive measures and then take the lead in presenting that information to the customer.
• Serve as customer advocate who is able to balance customer needs and operational requirements to effectively solve for challenges that the customer is experiencing. This role is a dedicated and trusted technical resource, and Subject Matter Expert for internal company departments for assigned customer and develops communication strategies with internal departments by staying well-versed in customer and internal SLAs and operational processes in setting proper customer expectations based on defined Service Level criteria. The individual must be able to understand the customer needs/requests and potential impact to daily operations and balance those against costs and additional risks
• Conduct regular operations reviews that illustrate service responsibilities and performance by highlighting positive performance trends and identifying areas for service improvement opportunities including Service Improvement Plans.
• Make sure that critical site infrastructure is handle according to the vendor and Equinix standard procedures, follow German regulatory requirements.
• Communicate system upgrade projects and other service impacting maintenance events that could or will impact the customer