Director, Product Management - Service Delivery

Equinix•Toronto, ON

8d•Onsite

About The Position

Contributes to the delivery of the Lead-to-Cash transformation by ensuring product capabilities align with streamlined, end-to-end commercial processes across the customer journey. The Director, Service Delivery designs, develops, and manages the lifecycle of the operational customer journey across Order Management, Customer Project Management (CPMs), Backlog Management, Terminations, and Migration Project Management. Sets the vision and operational strategy for the pillar, ensuring it is well-integrated with the underlying Salesforce-powered platforms.

Requirements

10+ years product management or product operations experience, with 5+ years in leadership roles managing teams of Product Managers and Process Architects
Demonstrated experience with Salesforce Revenue Cloud and Order Management
Strong background in operational delivery for B2B customers, particularly in industries with complex post-sale lifecycles (telecom, data center, infrastructure, or comparable enterprise SaaS)
SAFe Agile experience including PI Planning, Capability/Epic management, WSJF prioritization, and RoAM dependency tracking
Proven ability to lead through influence in cross-functional environments without owning build capacity directly
Track record of designing and implementing operational workflows that scale across multiple functional areas
Demonstrated people leadership including succession planning, talent development, and performance management

Nice To Haves

SAFe certification (POPM, SA, or higher)
Experience leading operational transformation during a major platform migration
Background in customer project management, backlog management, or service delivery in capital-intensive infrastructure businesses
Experience with Salesforce administration, configuration, or implementation
Familiarity with customer lifecycle frameworks

Responsibilities

Lead a team of Product Managers, Product Owners, Process Architects, and contractors; provide leadership and direction through senior managers as the team scales
Accountable for the performance and results of direct reports and the broader pillar team
Drive succession planning recommendations and contribute to people development strategy
Own performance management of team members, including disciplinary actions and hire/fire decisions and recommendations
Lead the GPS process including assessments and Total Rewards allocations of direct reports
Drive talent development including quarterly conversations, career pathways conversations, and individual development and growth plans
Model Equinix Culture and Values
Own the end-to-end operational employee & customer journey across Order Management, CPMs, Backlog Management, Terminations, and Migration Project Management
Set vision and roadmap for Service Delivery operational maturity through the L2C transformation and beyond
Design and standardize operational workflows across the post-sale lifecycle in partnership with the Service Delivery organization
Own Service Delivery PI planning, capability prioritization (WSJF), and dependency management (RoAM) within SAFe cadence
Drive cycle-time improvements and operational maturity across the Service Delivery functional areas
Define pillar-level process goals, measurement standards, and quality metrics; ensure alignment with team-wide standards set by Product Operations
Drive continuous process improvement to enhance quality and productivity across Service Delivery operations
Coordinate with cross-functional leadership to ensure Product Management is effective across the pillar's scope
Coordinate build capacity across peer pillars (Order Platform, Customer Support & Case) for changes that require platform development
Partner with the Order Platform Director to ensure operational requirements are reflected in platform design
Proactively engage with Director and VP-level stakeholders to drive alignment on Service Delivery operational strategy
Partner with the Sr Product Manager, Product Operations on cross-pillar standards, frameworks, and intake governance
Represent the pillar to senior leadership and key stakeholders across Equinix
Seen as an advisor and thought leader on Service Delivery operations — engaging regularly with internal teams to explain the pillar's portfolio, operational strategy, and roadmap
Mentor the team in developing capabilities that resonate with operational users (CPMs, Service Delivery operations, customer-facing teams)
Develop innovative approaches to scale Service Delivery operations as the L2C transformation progresses
Build and maintain deep understanding of Salesforce Revenue Cloud and Order Management as they apply to Service Delivery operational use cases
Ensure resource allocations within the pillar are aligned with organizational priorities
Work closely with peer Directors and Project Managers to track resource allocation and utilization, particularly given this pillar's reliance on peer pillar build capacity
Identify potential resource shortfalls and escalate proactively
Manage and escalate resource conflicts as they arise across cross-pillar dependencies
Provide input to capacity planning processes for the pillar's scrum team dependencies and contractor pool allocation
Optimize resource allocation across the pillar's functional areas to maximize delivery throughout