Equinix

Equinix

Service Manager 2

Montreal · Full-time

Sponsorship not specified$66k-$98kDetected 27 days ago
Project ManagementStakeholder ManagementCustomer SuccessCustomer SupportCommunicationCollaborationProblem Solving

About the role

  • The Service Manager is responsible for ensuring reliable delivery within the scope of the Customer Success function, including performance of infrastructure and data centre services, meeting contractual SLAs and regulatory obligations.

Responsibilities

  • 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
  • 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

Nice to have

  • 3+ years of experience
  • Aider aux communications durant les interruptions de service afin que les clients et les équipes internes reçoivent des mises à jour claires et en temps opportun
  • S'assurer que la prestation de tous les services de la fonction Succès client respecte les ententes de niveaux de services et les obligations règlementaires.
  • Travailler étroitement avec l'équipe de l'Exploitation pour assurer une gestion de services cohérente à l'échelle mondiale.
  • Gérer les demandes de conformité et de nature générale en collaboration avec les équipes sur place
  • Soutenir les audits et tests de cheminement, coordonner les responsabilités après-RFS et aider à la résolution de problèmes
  • Être le principal point de contact entre la fonction Succès client et les clients, préparer des rapports exacts et en temps opportun sur le rendement et la fiabilité des services
  • Évaluer le problème/le processus d'escalade aux fins de validation, de priorisation et de progression

Skills

  • Analytical: Excellent problem-solving and data interpretation skills
  • Communication: Able to convey complex concepts clearly across all levels
  • Collaboration: Strong relationship builder and cross-functional team player
  • Strategic Thinking: Aligns service management with long-term customer goals
  • Organized: Highly structured approach to managing multiple priorities
  • Outcome Driven: Focused on delivering measurable results
  • Change Management: Capable of leading through operational transitions
  • Excellent problem-solving and data interpretation skills

Compensation

  • 66,000 - 98,000 CAD / Annual
  • The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs.

Benefits

  • Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.
  • Eligibility requirements apply to some benefits.
  • Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
  • Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
  • The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits.
  • Employees are eligible for bonus, and equity may be offered depending on the position.
  • Equinix Benefits
  • Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). -
  • Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge.

Company info

  • 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
  • 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

Equal opportunity

  • 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.

Visa & Work Authorization

  • 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 id
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This listing is sourced directly from Equinix's careers page and normalized into a canonical job model.