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 reliable delivery within the scope of the Customer Success function, including performance of infrastructure and data centre 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.
Responsibilities
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
Knowledge and 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
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
Qualifications
French Translation
Résumé du poste
Le ou la gestionnaire de services veille à la fiabilité de la prestation des services dans le cadre de la fonction Succès client, y compris la performance des services d’infrastructure et des centres de données, ainsi qu’au respect des ententes de niveaux de services et des obligations règlementaires. La personne titulaire du poste contribuera à l’excellence opérationnelle en soutenant les activités de communication durant les interruptions de service et concernant les préavis de travaux de maintenance et leurs conséquences éventuelles, habituellement dans le cadre d’examens opérationnels structurés. Elle collaborera étroitement avec les clients et les équipes internes, notamment celle responsable de la gestion du service à la clientèle (à l’intérieur de l’Équipe des comptes), en respectant les normes de service et en adoptant une approche proactive de la gestion des services.
Responsabilités
Communications de service et examens opérationnels
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
Envoyer des préavis concernant les activités de maintenance prévues et leurs conséquences éventuelles, habituellement dans le cadre d’examens opérationnels structurés, afin de discuter du rendement des services, des changements prévus et des occasions d’amélioration avec les clients et les parties prenantes à l’interne
Surveillance opérationnelle
Soutenir les audits et tests de cheminement, coordonner les responsabilités après-RFS et aider à la résolution de problèmes
Veiller à la coordination et à l’exécution sans heurts de toute nouvelle requête opérationnelle en travaillant avec les équipes pertinentes afin de limiter le plus possible les interruptions et de maintenir les normes de service
Engagement et renseignements clients
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
Diffuser des renseignements concrets tirés d’examens opérationnels aux fins d’amélioration des services et de planification liée aux comptes, de manière à ce que le client comprenne les activités opérationnelles et leurs effets éventuels
Gestion des parties prenantes et gouvernance
Collaborer avec les gestionnaires du succès client (CSM), et avec les équipes du service à la clientèle (CS), de la gestion de projets clients (CPM) et de l’Exploitation pour accorder les priorités, résoudre des problèmes et maintenir une bonne gouvernance dans tous les services
Animer des examens et des rencontres de gouvernance réunissant différentes équipes pour renforcer la prise de responsabilités et une gestion des risques proactive, en assurant une coordination harmonieuse entre les équipes internes et les demandes clients
Gestion des problèmes et des escalades
Évaluer le problème/le processus d’escalade aux fins de validation, de priorisation et de progression
S’assurer de l’adhésion aux procédures normalisées d’exploitation et aux politiques/règles/restrictions; résoudre les enjeux et processus d’escalade du côté client
Travailler avec les parties prenantes et réaliser des analyses post-mortem
Connaissances et expériences
Excellente compréhension de l’exploitation des centres de données et des services d’infrastructure
Connaissance exhaustive de la fonction Succès client, de l’envergure et des responsabilités
Expérience de travail au sein d’une équipe responsable de comptes pour savoir accorder la gestion globale des services avec les objectifs d’affaires et des clients
Aptitude démontrée à gérer la coordination de problèmes liés aux services et des exigences de conformité
Compétences
Analyse : excellentes compétences en résolution de problèmes et en interprétation de données
Communication : habileté pour transmettre des concepts complexes avec clarté à tous les niveaux
Collaboration : excellentes compétences en développement de relations et comme membre d’équipes multidisciplinaires
Réflexion stratégique : savoir adapter la gestion des services aux objectifs à long terme des clients
Organisation : approche hautement structurée pour la gestion de multiples priorités
Axé sur les résultats : chercher à produire des résultats mesurables
Gestion du changement : habileté à diriger des activités durant des transitions opérationnelles
Qualifications
The targeted pay range for this position in the following location is / locations are:
Canada - MT1 Montreal : 66,000 - 98,000 CAD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.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. 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
As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
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 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.
