About the role

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.

Job Summary

The Service Manager is responsible for ensuring the reliable delivery of services within the Customer Success function, with a strong focus on infrastructure and data center services. This role ensures services are delivered in line with contractual service level agreements (SLAs), regulatory requirements, and internal governance standards.

The Service Manager supports operational excellence by coordinating service communications, facilitating operational reviews, and proactively managing service performance, risks, and improvements. The role works closely with Customer Success Managers (CSMs), Operations, and customers to maintain service reliability, transparency, and continuous improvement.

Key Responsibilities

Service Communication & Operational Reviews

Support clear and timely communication during service disruptions, ensuring alignment between customers and internal teams.
Provide proactive notifications regarding planned maintenance, changes, and potential service impacts.
Lead or contribute to structured operational reviews covering service performance, upcoming activities, risks, and improvement opportunities.

Operational Oversight

Ensure services within Customer Success scope are delivered in accordance with contractual SLAs and applicable regulatory requirements.
Partner with Operations and site teams to maintain global consistency in service management practices.
Support audits, operational walkthroughs, post–Ready for Service (RFS) activities, and snag resolution.
Coordinate and track operational requests, ensuring minimal disruption and adherence to service standards.

Customer Engagement & Insight

Act as a key liaison between Customer Success and customers for service performance, reliability, and operational reporting.
Provide accurate, timely service reports and performance insights.
Translate insights from operational reviews into actionable inputs for service improvement and account planning.

Stakeholder Management & Governance

Collaborate closely with Customer Success Managers (CSM), Customer Support (CS), Customer Project Management (CPM), and Operations teams.
Facilitate cross-functional governance and review meetings to ensure accountability and proactive risk management.
Align internal priorities with customer requirements to support consistent service delivery.

Issue & Escalation Management

Assess service issues and escalations, validating impact, priority, and appropriate resolution paths.
Ensure adherence to standard operating procedures, policies, and operational guidelines.
Engage relevant stakeholders and support post-incident reviews and postmortem analyses.

Required Qualifications

Solid experience in service management, service delivery, or operational roles within Customer Success or similar environments.
Demonstrated proficiency in managing services against SLAs and operational or regulatory requirements.
Practical experience coordinating service issues, escalations, and cross-functional resolution efforts.
Fluency in Portuguese and English.

Preferred Qualifications

Understanding of data center operations and infrastructure services.
Experience working within account teams to align service management with customer and business objectives.
Spanish language skills.
Exposure to governance frameworks, operational reviews, or audit-related activities.

Education

Bachelor’s degree or equivalent practical experience in a relevant field (e.g., Engineering, Information Technology, Operations, or Business).

Location and Work Model

Location: São Paulo, Brazil
Work Model: Hybrid

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.

This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.

Aplyr's read

Equinix is a leading global data center and interconnection services provider, attracting professionals in engineering, operations, and strategy roles.
Synthesized from recent postings & public sources

What's promising

•Equinix's global presence offers employees opportunities to work on international projects.
•Strong growth in data center demand provides job security and advancement potential.
•Focus on innovation in interconnection positions Equinix as a market leader.

What to watch

•High-pressure environment due to the critical nature of data center operations.
•Complexity of global operations may lead to bureaucratic challenges.
•Rapid industry changes require constant adaptation and learning.

Why Equinix

•Equinix operates one of the largest interconnected data center platforms worldwide.
•The company emphasizes sustainability, aiming for 100% renewable energy usage.
•Equinix's xScale initiative targets hyperscale infrastructure for cloud service providers.

Aplyr’s read is generated by AI from public sources. Was it useful?