Job SummaryContributes 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.ResponsibilitiesTeam LeadershipLead a team of Product Managers, Product Owners, Process Architects, and contractors; provide leadership and direction through senior managers as the team scalesAccountable for the performance and results of direct reports and the broader pillar teamDrive succession planning recommendations and contribute to people development strategyOwn performance management of team members, including disciplinary actions and hire/fire decisions and recommendationsLead the GPS process including assessments and Total Rewards allocations of direct reportsDrive talent development including quarterly conversations, career pathways conversations, and individual development and growth plansModel Equinix Culture and ValuesPillar Scope and Product OwnershipOwn the end‑to‑end operational employee & customer journey across Order Management, CPMs, Backlog Management, Terminations, and Migration Project ManagementSet vision and roadmap for Service Delivery operational maturity through the L2C transformation and beyondDesign and standardize operational workflows across the post‑sale lifecycle in partnership with the Service Delivery organizationOwn Service Delivery PI planning, capability prioritization (WSJF), and dependency management (RoAM) within Protected cadenceDrive cycle‑time improvements and operational maturity across the Service Delivery functional areasDefine pillar‑level process goals, measurement standards, and quality metrics; ensure alignment with team‑wide standards set by Product OperationsDrive continuous process improvement to enhance quality and productivity across Service Delivery operationsCross‑functional PartnershipCoordinate with cross‑functional leadership to ensure Product Management is effective across the pillar's scopeCoordinate build capacity across peer pillars (Order Platform, Customer Support & Case) for changes that require platform developmentPartner with the Order Platform Director to ensure operational requirements are reflected in platform designProactively engage with Director and VP‑level stakeholders to drive alignment on Service Delivery operational strategyPartner with the Sr Product Manager,



Product Operations on cross‑pillar standards, frameworks, and intake governanceRepresent the pillar to senior leadership and key stakeholders across EquinixProduct / Domain ExpertiseSeen as an advisor and thought leader on Service Delivery operations — engaging regularly with internal teams to explain the pillar's portfolio, operational strategy, and roadmapMentor 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 progressesBuild and maintain deep understanding of Salesforce Revenue Cloud and Order Management as they apply to Service Delivery operational use casesResource Allocation and PlanningEnsure resource allocations within the pillar are aligned with organizational prioritiesWork closely with peer Directors and Project Managers to track resource allocation and utilization, particularly given this pillar's reliance on peer pillar build capacityIdentify potential resource shortfalls and escape proactivelyManage and escape resource conflicts as they arise across cross‑pillar dependenciesProvide input to capacity planning processes for the pillar's scrum team dependencies and contractor pool allocationOptimize resource allocation across the pillar's functional areas to maximize delivery throughoutWhat success looks like in year 1Established clear operational ownership and intake routing across all five functional areasStandardized capability/epic templates and definition‑of‑done across Service Delivery workSuccessful execution of priority capabilities through 3+ PIs with measurable cycle‑time improvementsEffective working relationships with peer Directors enabling smooth cross‑pillar build coordinationClear roadmap for Service Delivery operational maturity through L2C transformation completionQualifications10+ years product management or product operations experience, with 5+ years in leadership roles managing teams of Product Managers and Process ArchitectsDemonstrated experience with Salesforce Revenue Cloud and Order ManagementStrong 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 trackingProven ability to lead through influence in cross‑functional environments without owning build capacity directlyTrack record of designing and implementing operational workflows that scale across multiple functional areasDemonstrated people leadership including succession planning, talent development, and performance managementPreferred qualificationsSAFe certification (POPM, SA, or higher)Experience leading operational transformation during a major platform migrationBackground in customer project management, backlog management, or service delivery in capital‑intensive infrastructure businessesExperience with Salesforce administration, configuration, or implementationFamiliarity with customer lifecycle frameworksPay RangeCanada - Toronto Office TRO: 166,000 - 248,000 CAD / AnnualUnited States - Dallas Infomart Office DAI: 177,000 - 265,000 USD / AnnualOur 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.Equal Employment Opportunity StatementEquinix 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 .Equinix is an Equal Employment Opportunity and, in the U.S., an Affinity™ 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.Artificial Intelligence in HiringWe use artificial intelligence in our hiring process. Learn more.#J-18808-Ljbffr

📌 Director, Product Management - Service Delivery - C$166,000 - C$248,000 A Year (Winnipeg)
🏢 Equinix
📍 Winnipeg