Director, Product Management - Service Delivery

Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

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.

Responsibilities

Team Leadership

• 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

Pillar Scope and Product Ownership

• 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

Cross-functional Partnership

• 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

Product / Domain Expertise

• 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

Resource Allocation and Planning

• 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

What success looks like in year 1

• Established clear operational ownership and intake routing across all five functional areas

• Standardized capability/epic templates and definition-of-done across Service Delivery work

• Successful execution of priority capabilities through 3+ PIs with measurable cycle-time improvements

• Effective working relationships with peer Directors enabling smooth cross-pillar build coordination

• Clear roadmap for Service Delivery operational maturity through L2C transformation completion

Qualifications

• 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

Preferred qualifications

• 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

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 166,000 - 248,000 CAD / Annual

United States - Dallas Infomart Office DAI : 177,000 - 265,000 USD / Annual

Our 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.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program : An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

Equinix 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 this form .

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative 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.

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This posting is a new position within our organization.