Manager, Customer Installations/ Gestionnaire

La version française suit la version anglaise **_

**We host the data. We provide the connections. We protect the information.**

eStruxture is more than a data center: it's THE largest Canadian data center platform. It's 15 locations across the country, over 760,000 square feet of space, over 130MW of power and access to over 1,400 network and cloud service providers.

As a growing company, we provide our customers with the capacity, performance and flexibility to meet the demanding expectations of the marketplace and enable them to scale quickly. And that's what we want to offer our employees.

**Become a connected Manager, Customer Installations**

The Manager, Customer Installations is responsible for national provisioning and deprovisioning activities. This role is essential for ensuring customers are onboarded/offboarded following internal standard processes, all while providing best in class customer service throughout the process. The Manager, Customer Installations is also responsible for the Change Management practice.

**This is included in the package**
- Renewable energy used exclusively by the company: because we care about the environment just like you do;
- The Good Neighbors Squad: a team that works on initiatives to give back to society (e.g. fundraising for Ukraine);
- The Feedback Forum: a forum that meets every 6 to 8 weeks to discuss areas for improvement;
- The opportunity to work in hybrid mode from different locations: in Montreal on Kirkland, Downtown or on St-Jacques Boulevard, or in one of our 5 sites located in Ontario;
- Telemedicine and reimbursement of your professional expenses;
- Annual social events and festivities so you can spend time with your dynamic colleagues outside of work;
- And the opportunity to contribute to the rapid growth of a Canadian company headquartered in Montreal.

**Your contribution**

**The duties and responsibilities include but are not limited to**:
Installation
- Coordinate and track all customer provisioning activities, on a national scale.
- Coordinate and track large scale customer provisioning activities, in a national portfolio.
- Manage cadence calls with internal stakeholders to track the progress of customer installations.
- Interface with various internal departments (sales/finance/product/network) to advance provisioning activities and/or solve issues related to ongoing projects.
- Lead cadence calls with customers to track deliverables, provide updates, flag issues.
- Issue meeting minutes, summaries, presentations for both internal stakeholders and customers.
- Track financials related to the customer provisioning activities and report add/changes to finance.
- Forecast order activations related to the large scale projects that are assigned.
- Continuously work on process improvements related to the provisioning activities.

Deprovisioning
- Coordinate and track customer deprovisioning activities, on a national scale.
- Interface with various internal departments (sales/finance/product/network) to advance deprovisioning activities and/or solve issues related to ongoing cancellations.
- Work with the product management and billing team to process 3rd party partner cancellations.
- Continuously work on process improvements related to the deprovisioning activities.

Change Management
- Assist with weekly Change Advisory Board (CAB)
- Collection and tracking of all documentation including MOPS, ticket information, risk assessment, peer review and impacts.
- Maintain centralized change calendar and assist with notification preparation/issuance.
- Responsible for emergency CAB requests and obtaining of relevant approvals.

Team Leadership
- Team management, hiring, performance management and coaching
- Monitory daily volumes, orders, tickets and tasks
- Act as an escalation point for any issues, process improvements, etc.

**Working Conditions**

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress. The role requires mínimal travel (25%) to advance initiatives and visit local sites.

***

**Our contribution**
- Team: We are one family.
- Inclusion: Everyone is welcome at our company.
- Responsibilities: We take responsibility and ownership.
- Customer centricity: They are at the heart of everything we do.
- Neighborliness: We care about the well-being of those around us.

**The profile we are looking for**

Experience
- 3 years of experience in a related field, and in a customer facing position.
- Minimum 2 years of team leadership experience.
- Service provider experience preferably in data centre colocation and/or managed services
- Experience in the management of third-party partners.
- ITIL experience with a focus on incident management best practices*
- Technology background including server, network systems and/or security

Education/Certification/Designatio