Senior Director, Service Management

Found in: Appcast CA A2 P - 7 days ago

Toronto, Canada Taleo BE Full time
Senior Director, Service Management

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents – and counting

A leadership role at Equinix means you will drive and collaborate on work that impacts the world. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

 

Job Summary

Reporting to the VP of Global Managed Services, the Service Management leader owns customer management, service enablement and delivery, ensures customer satisfaction, and coordinates with tech teams and customers about our solutions. This leader works to homogenize our service delivery approach to create a globally consistent customer experience for our partners and customers. Further, they represent customers' interest at Equinix, always looking for growth and improvement in our customer platforms. 

Responsibilities

  • Develop and execute the strategic vision for Service Management in alignment with the GMS goals and objectives

  • Collaborate with executive leadership to shape service management strategies that drive customer satisfaction and business growth

  • Oversee the end-to-end service delivery lifecycle, ensuring that contracted services meet or exceed agreed-upon SLAs, KPIs, and quality standards

  • Drive continuous improvement initiatives to enhance service efficiency, effectiveness, and customer experience

  • Establish strong relationships with key client stakeholders, acting as a trusted advisor on service management matters

  • Collaborate with clients to understand their evolving needs and provide proactive solutions that align with their business objectives. Become the voice of the customer

  • Conduct regular service reviews with clients to assess satisfaction levels, address concerns, and identify opportunities for service enhancement

  • Work closely with partner teams to maintain clear and consistent targets and align with customers' expectations

  • Lead, mentor, and develop a team of service management professionals, fostering a culture of continuous learning, innovation, and excellence

  • Streamline service management processes to increase efficiency and effectiveness, leveraging industry best practices such as ITIL, Agile and Six Sigma

  • Manage service escalations and facilitate timely resolution of complex issues, ensuring customer satisfaction

  • Identify areas for automation and implement solutions that enhance service delivery, incident management, and reporting

  • Monitor process performance and metrics, implementing corrective actions as needed

  • Displays openness to new ideas and perspectives  

  • Utilization of data analytics and key performance indicators (KPIs) to monitor, measure, and continuously improve the team performance and customer experience

 

Qualifications

Knowledge and Experience sought

  • Proven years of experience preferred in a Service Management or Service Delivery field with proven years of experience preferred in a leadership role

  • Demonstrated experience with customer management and support

  • Demonstrated experience in leading large, global teams

  • Demonstrated success in developing an effortless customer experience 

  • Proven track record in leading high-performing, healthy, highly engaged, service-oriented teams

  • Maintains an analytical mindset with the ability to use data to drive decision-making

  • Proven experience in driving process improvements and implementing service management solutions

  • Excellent leadership, communication, and interpersonal skills

  • Successfully set a vision and achieved operational excellence in large-scale programs

  • Fluent in English. Desired Japanese, Portuguese, or Spanish

Skills and Attributes

  • Demonstrated experience in measuring customer success and experience 

  • Takes a proactive approach to customer service 

  • Strong leadership skills with a proven track record of managing and developing high-performing teams

  • In-depth knowledge of ITIL framework and best practices

  • Excellent communication, interpersonal, and negotiation skills

  • Strategic thinking and problem-solving abilities

  • Visionary mindset with a passion for driving innovation, continuous improvement, and effective change

  • Demonstrates accountability and instills similar values across team members

  • Client-focused attitude with a passion for delivering exceptional service

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