Service Manager II at Equinix

Special capital Region of Jakarta, Java, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

11 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Management, Customer Success, Data Center Operations, Infrastructure Services, Issue Resolution, Compliance Management, Communication Skills, Problem Solving, Operational Excellence, Stakeholder Management, Cross-Functional Collaboration, Strategic Planning, Change Management, Organizational Skills, Data Interpretation, Performance Reporting

Industry

Internet Publishing

Description

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. The Service Manager is responsible for ensuring reliable delivery within the scope of the Customer Success function, including performance of infrastructure and data center services, meeting contractual SLAs and regulatory obligations. The role supports operational excellence by assisting with communication during service disruptions and providing advance notice of upcoming maintenance and potential impacts—often through structured operational reviews. The Service Manager works closely with both internal teams, especially CSM (as part of the Account Team), and customers to uphold service standards and drive proactive service management. Main responsibilities and accountabilities of the role Service Communication & Operational Reviews: Assists with communication during service disruptions, ensuring customers and internal teams receive timely and clear updates. Provide proactive heads-up notifications about forthcoming maintenance activities and any potential impact these may have – mostly delivered through structured operational reviews, where service performance, upcoming changes, and improvement opportunities are discussed with customers and internal stakeholders. Operational Oversight: Ensures all services within Customer Success control are delivered in line with contractual SLAs and regulatory obligations. They work closely with Operations teams to maintain global consistency in service management and manage compliance and general queries with site teams. Supports audits and walkthroughs, coordinates post-RFS responsibilities, and assists with snag resolution. Ensures smooth coordination and implementation of operational requests as they arise, working with relevant teams to minimize disruption and maintain service standards. Customer Engagement & Insight: Key liaison between Customer Success and customers, providing accurate and timely reporting on service performance and reliability. Share actionable insights gathered from operational reviews to support service improvement and account planning, ensuring that customers have a clear understanding of operational activities and any potential impacts. Stakeholder Management & Governance: Collaborates with Customer Success Managers (CSM), Customer Support (CS), Customer Project Management (CPM), and Operations teams to align priorities, resolve issues, and maintain governance across service. Facilitate cross-functional reviews and governance meetings to ensure accountability and proactive risk management, driving smooth coordination between internal teams and customer requirements. Issue & Escalation Management: Assesses issue/escalation to validate, prioritize and progress accordingly. Ensure adherence to standard operating procedures, policies/rules/restrictions and resolve customer issues and escalations. Engage stakeholders and conduct postmortem analyses. Required Qualifications 3+ years’ Experience working within account teams to support service improvement and strategic planning. Strong understanding of data center operations and infrastructure services. Familiarity with Customer Success functions, including service delivery and operational processes. Proven experience managing service coordination, compliance requirements, and issue resolution. Ability to work effectively within cross-functional teams, aligning service management with business objectives. Excellent problem-solving and data interpretation skills. Strong communication skills, with the ability to convey complex concepts clearly across all levels. Highly organized, capable of managing multiple priorities in a structured manner. Preferred Qualifications Demonstrated ability to lead change management initiatives and operational transitions. Strong collaboration skills, building relationships across diverse teams and stakeholders. Strategic thinker who can align service management with long-term customer and business goals. Outcome-driven mindset, focused on delivering measurable results and continuous improvement. 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. We use artificial intelligence in our hiring process. Learn more here. Equal Employment Opportunity: 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. (US Applicants) Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement. Please click here to see our EEO Policy Statement. Please click here to see our Pay Transparency Policy Statement. Equinix participates in E-Verify. U.S. Citizenship and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. To learn more about the E-Verify program, please visit E-Verify. www.equinix.com/company/legal/careers-verify-participation/ www.equinix.com/company/legal/osc-right-to-work/ Accessibility and Accommodations: 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 maintains a list of preferred recruiting agencies. If your company is not on our list, please do not contact us regarding our postings. Please also refrain from making contact with anyone outside of the company HR department. Privacy and Terms: We keep the information that you have provided us for the purpose of sending you career information you are likely to be interested in. By submitting your application you confirm that you agree to this purpose and our privacy & terms. You can unsubscribe at any time should you wish to stop receiving information from us.

Responsibilities

The Service Manager is responsible for ensuring reliable delivery within the Customer Success function, including performance of infrastructure and data center services. They assist with communication during service disruptions and provide advance notice of maintenance activities.