Service Manager II (fluent in French Canadian & English)- Gestionnaire de services II

Equinix•Montreal, QC

1d•CA$66,000 - CA$98,000

About The Position

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.

Requirements

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
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
3+ years of experience

Nice To Haves

fluent in French Canadian & English

Responsibilities

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
Ensures all services within Customer Success control are delivered in line with contractual SLAs and regulatory obligations.
Works 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
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
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
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