Service Manager ITSM

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Job Summary

The Service Management Specialist is responsible for ensuring effective operation of IT services through Major Incident, Change, Release, Event, and Service Management processes. This role partners across business, operations, and technology teams to minimize service disruptions, strengthen governance, and drive operational excellence.

Key Responsibilities

Major Incident Management

• Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impact.
• Facilitate incident bridges and coordinate cross-functional teams during critical service disruptions.
• Provide timely stakeholder communications and executive updates throughout incident lifecycles.
• Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure.
• Analyze incident trends and drive actions to prevent recurring issues.

Change Management

• Govern the end-to-end Change Management process in accordance with ITIL best practices.
• Review and assess change requests for risk, impact, and implementation readiness.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtained.
• Monitor change success, compliance, and post-implementation outcomes while driving ongoing process improvements.

Release Management

• Plan and coordinate releases across multiple technology teams.
• Maintain release calendars and manage release dependencies to minimize service disruptions.
• Ensure operational readiness and stakeholder alignment prior to deployments.
• Conduct post-release reviews and implement process enhancements.

Event Management

• Monitor service events and alerts to identify operational risks proactively.
• Coordinate response activities for high-priority events.
• Analyze event patterns and recurring alerts to improve monitoring effectiveness and service performance.
• Support adoption of event management best practices and tooling enhancements.

Service Management Governance

• Ensure adherence to IT Service Management (ITSM) processes, policies, and standards.
• Maintain process documentation, dashboards, operational metrics, and management reporting.
• Track SLA, KPI, and operational performance against service targets.
• Support audit, compliance, and governance requirements related to service operations.

Continuous Service Improvement

• Identify and lead initiatives that improve service quality, operational efficiency, and customer experience.
• Translate lessons learned from incidents, changes, and releases into measurable improvements.
• Partner with stakeholders to implement best practices and strengthen service performance.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 5+ years of experience in IT Service Management, IT Operations, or Production Support environments.
• Strong understanding of ITIL principles and service management best practices.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.
• Strong stakeholder management, communication, facilitation, and coordination skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to work effectively in high-pressure situations and manage competing priorities.

Preferred Qualifications

• ITIL Foundation or ITIL 4 Certification.
• Experience in enterprise-scale or global support environments.
• Knowledge of Service Level Management, Problem Management, and Operational Governance.
• Experience driving process improvement and operational excellence initiatives.
• Exposure to Agile ways of working and project delivery methodologies.

Key Success Metrics

• Major Incident recovery performance and stakeholder satisfaction.
• SLA and KPI achievement.
• Change success and governance compliance.
• Release quality and deployment effectiveness.
• Service availability and operational stability.
• Reduction in recurring incidents and operational risk.
• Delivery of measurable service improvement initiatives.

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

United States - Dallas Infomart Office DAI : 118,000 - 176,000 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.

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.

We use artificial intelligence in our hiring process. Learn morehere .

This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.