Service Management Specialist - Hong Kong - Singapore

About the role

Responsibilities

Service Communication & Operational Oversight

• Ensure all services within Customer Success scope are delivered in accordance with contractual SLAs, regulatory obligations, and operational standards.
• Monitor service health, availability, and performance trends across assigned accounts, providing proactive heads-up notifications about forthcoming maintenance activities and potential impact.
• Drive continuous service improvement initiatives through data-driven analysis and operational insight.
• Partner with Operations teams to ensure consistency of service management practices globally.
• Oversee post-RFS operational transition activities, audits and ongoing service lifecycle management.

Strategic Customer Engagement and Insight

• Facilitate structured operational reviews, providing strategic recommendations and actionable insights.
• Key liaison between Customer Success and Customers, helping customers understand service performance, risks, planned changes, and optimization opportunities by providing accurate and timely reporting on service performance and reliability.

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.​

Qualifications

• 5+ years of relevant working experience
• Strong understanding of data centre operations and infrastructure services​
• Full familiarity with the Customer Success function, its scope, and responsibilities​
• Experience working within account teams to align overall service management with customer and business objectives​
• Proven ability to manage service issue coordination and compliance requirements​
• Experience leading customers and internal stakeholders through operational changes

​Skills and Attributes:

• Excellent problem-solving and data interpretation skills​
• Able to convey complex concepts clearly across all levels​
• Strong relationship builder and cross-functional team player​
• Aligns service management with long-term customer goals​
• Quickly assesses risks and develops practical solutions.
• Highly structured approach to managing multiple priorities​
• Focused on delivering measurable results​
• Identifies, evaluates, and mitigates service-related risks proactively.

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.

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This posting is a new position within our organization.