Jobs
>
Toronto

    Managed Services, Senior Service Manager - Toronto, Canada - Workday

    Workday
    Workday Toronto, Canada

    6 days ago

    Workday background
    Description
    Managed Services, Senior Service Manager

    Equinix is the world's digital infrastructure company, operating 250 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 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

    A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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

    Manages, trains, cross trains, develops, and motivates the team. Drafts budget proposals, provides status reports, internal/external customer and interdepartmental communications.

    Responsibilities

    Account Support

    • Supports customer account base up to and including high complexity and strategic global accounts
    • Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation, and problem solving
    • Monitors churn risk and proactively engages to reduce service-related churn within region or globally
    • Has a firm understanding of customer-contracted services
    • Supports/enables non-standard customer requirements independently
    • Proactively identifies trends with customers globally and methods to improve customer experience

    Issue and Escalation Handling

    • Post-sale tactical issue resolution
    • Acts as point of contact with customer on executive escalations or issues independently
    • Prepares and delivers postmortem reviews when appropriate

    Quarterly Business Review

    • Plays a role in delivery of QBR and QBR preparation
    • Identifies root cause and drives resolution on cross functional issues
    • Leads account team in developing customized QBR materials as appropriate
    • Project manages resolution of follow-up actions from quarterly business reviews

    Service Improvement Plan

    • Develops, manages, and delivers on customer service improvement plans

    Scheduled Reports

    • Produces regular customer service reports (as per contractual obligations)
    • Delivers and interprets reports to stakeholder teams such as CSM, Operations, Sales, etc

    Client Management

    • Engages customers when needing to clarify requests
    • Makes recommendations for which data points are most valuable to customers and stakeholders. Assists with customer interpretation of reports

    Ad Hoc Reporting

    • Generates reports as necessary, using insights from data exploration to build visualizations and insights

    Contracts

    • Helps to prepare contract documents for execution, provides inputs to legal; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim

    Qualifications

    • 10+ Experience in as technical, service-oriented industry
    • Computer Science Degree or Computer Network Diploma, or Equivalent experience
    • ITIL Foundations or Proven experience is an asset

    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.

  • The Home Depot Canada

    Area Manager, Building Services

    2 days ago

    The Home Depot Canada Toronto, Canada

    **DESCRIPTION DU POSTE**: · Le directeur de secteur, Services d'entretien des bâtiments, est le principal lien entre le service de l'Entretien et les magasins Home Depot. Le titulaire du poste est responsable de l'entretien de tous les bâtiments, les établissements et l'équipemen ...

  • AWIN - Audi York

    Service Manager

    6 days ago

    AWIN - Audi York Toronto, Canada

    Audi York is currently looking for a Service Manager to join their amazing team · **Job Purpose** · This position is responsible for managing the Service department of the dealership. This includes directing the shop, front desk and all related positions in order to achieve a con ...

  • Shangri-La Hotels

    Service Manager

    2 days ago

    Shangri-La Hotels Toronto, Canada

    Shangri-La, Toronto · Under the general guidance and supervision of the Director of Events and the Director of Sales, the Events Managers' core responsibility will be to convert, plan and organize events/residential groups. He or she will be responsible for the day to day sales e ...

  • Peoples Group

    IT Service Manager

    1 day ago

    Peoples Group Toronto, Canada

    **About us**: · Peoples Group is a boutique Financial Institution with offices located in Vancouver, Calgary, Toronto, and Montreal that has been in the Canadian marketplace for over 30 years. Our mission is to exceed our customers' expectations by providing exceptional customer ...

  • Jacobs & Co. Steakhouse

    Service Manager

    3 days ago

    Jacobs & Co. Steakhouse Toronto, Canada

    **Required Knowledge, Skills, and Abilities**: · - Excellent communication skills, written and verbal, understanding not just grammar but · also tact · - Excellent customer service skills and a strong work ethic · - Ability to read and understand sales data · - Ability to build p ...

  • Downtown AutoGroup

    Service Manager

    1 week ago

    Downtown AutoGroup Toronto, Canada

    **Service Manager - Elevate Your Career at Downtown AutoGroup** · Are you looking for a new challenge and to grow your career? Do you believe in delivering exceptional guest experience and have a strong track record as an effective Service Manager? Downtown AutoGroup is seeking c ...

  • AutoCanada Inc.

    Service Manager

    8 hours ago

    AutoCanada Inc. Toronto, Canada

    **Dealership Service Manager** · **Kitchener/Waterloo/Guelph/Cambridge Area** · Are you looking to drive your career forward? · **What We Offer** · - Competitive compensation package · - Health and Dental Benefits · - Life Insurance · - Employee Vehicle Purchase Plan · - Employee ...

  • OCS

    Manager, Service Management

    1 week ago

    OCS Toronto, Canada

    About Us · The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores. · ...

  • HSB BI&I

    IT Service Manager

    6 days ago

    HSB BI&I Toronto, Canada

    **IT Service Manager **(M/F/d) ** **:**Primary Objectives**: · *** Provides a strategic interface between HSB Canada internal business stakeholders and the Global / HSB Group IT Shared Services.** · *** The IT Service Manager acts as a trusted advisor to ensure HSB Canada's busin ...

  • EY

    Manager - Managed Services

    6 days ago

    EY Toronto, Canada

    At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build ...

  • Shangri-La Hotel

    Service Manager

    1 week ago

    Shangri-La Hotel Toronto, Canada

    Shangri-La Toronto · Primary Responsibilities · Assist the Director of Security in overseeing the safety & security of the Shangri-La building, hotel, our guests, and our Colleagues according to Shangri-La standards. Manage and lead Colleagues, maximizing the balance between Coll ...

  • Shangri-La Hotels

    Service Manager

    2 days ago

    Shangri-La Hotels Toronto, Canada

    Shangri-La Toronto · Working with the Director of Finance, participate in the development, implementation and administration of all cost controls. Oversees Check SCM (hotel procurement system) and train new colleagues in procedures, as required, including the preparation of sound ...

  • Sapiens

    Service Manager

    5 days ago

    Sapiens Toronto, Canada

    **Service Manager**: · - Req ID: Location: Toronto, CA**Title - **Service Manager** · **Location - Remote** · Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on, to transform and become digital, innovative, and agile. Backed b ...

  • Shangri-La Hotels

    Service Manager

    1 week ago

    Shangri-La Hotels Toronto, Canada

    Shangri-La Toronto · In conjunction with the Executive Chef and F&B management team, provide leadership and direction to the culinary team to ensure the highest standards of food production, quality, taste, presentation and hygiene within the hotel; maximizing Colleague, Guest an ...

  • QMC Metering Solutions

    Service Manager

    6 days ago

    QMC Metering Solutions Toronto, Canada

    **QMC Service Manager** · The service manager position is responsible for the daily customer requests for service for our existing clients. The position will manage the service department and all staff reporting into the department to achieve the expected KPI's. The manager will ...

  • Rogers Communications

    Manager Service

    1 week ago

    Rogers Communications Toronto, Canada

    Our Rogers Bank team is at the core of our organization, supporting all of our projects across every line of business. By providing financial support and guidance, our teams rely on our Finance partners to help make strategic, datadriven decisions that will have an impact on our ...

  • Kasa Moto

    Service Manager

    1 week ago

    Kasa Moto Toronto, Canada

    **Kasa Moto** is a two-story contemporary Japanese restaurant and lounge that opened in the heart of Yorkville in the Spring of 2015. With a sprawling rooftop terrace, elevated design, and lush indoor topiary, Kasa Moto guests will enjoy a versatile dining experience that evolves ...

  • Shangri-La Hotels

    Service Manager

    3 days ago

    Shangri-La Hotels Toronto, Canada

    Shangri-La Toronto · The Marketing and Communications Specialist, under the general guidance and supervision of the Director of Marketing & Communications, Vancouver and Toronto is responsible for promoting and maintaining good communication in accordance with the hotel's market ...

  • Harlo Entertainment

    Service Manager

    5 days ago

    Harlo Entertainment Toronto, Canada

    **Harlo Entertainment **is a Toronto-based operator, management, and private equity company, delivering value over 30 years of aggregate experience in both the hospitality and entertainment industry. With first-hand insights and perspectives, Harlo Entertainment defines best-in-c ...

  • Roses Cocina

    Service Manager

    6 days ago

    Roses Cocina Toronto, Canada

    We are looking for a Service Manager to bring an exceptional experience to our guests in a concept that launched earlier this year within Hotel X Toronto. Located on the second floor of the hotel, Roses Cocina will feature an all day kitchen serving modern American faire. At its ...