{"id":2893690,"url":"https://alion.io/job/equinix-service-manager-itsm","title":"Service Manager ITSM","company":{"id":7655,"name":"Equinix","domain":"equinix.com","url":"https://alion.io/company/equinix","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":19,"ghost_share":0,"stale_share":0.947,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":118000,"max":176000,"currency":"USD","period":"year","gross":null,"usd_annual":176000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-25T06:40:38Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Who are we?\nEquinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, lifeand planet.\nA place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective.Help us challenge assumptions, uncover bias, and remove barriers-because progress starts with fresh ideas. 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\nThe 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.\nKey Responsibilities\nMajor Incident Management\nLead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impact.\nFacilitate incident bridges and coordinate cross-functional teams during critical service disruptions.\nProvide timely stakeholder communications and executive updates throughout incident lifecycles.\nDrive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure.\nAnalyze incident trends and drive actions to prevent recurring issues.\nChange Management\nGovern the end-to-end Change Management process in accordance with ITIL best practices.\nReview and assess change requests for risk, impact, and implementation readiness.\nFacilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtained.\nMonitor change success, compliance, and post-implementation outcomes while driving ongoing process improvements.\nRelease Management\nPlan and coordinate releases across multiple technology teams.\nMaintain release calendars and manage release dependencies to minimize service disruptions.\nEnsure operational readiness and stakeholder alignment prior to deployments.\nConduct post-release reviews and implement process enhancements.\nEvent Management\nMonitor service events and alerts to identify operational risks proactively.\nCoordinate response activities for high-priority events.\nAnalyze event patterns and recurring alerts to improve monitoring effectiveness and service performance.\nSupport adoption of event management best practices and tooling enhancements.\nService Management Governance\nEnsure adherence to IT Service Management (ITSM) processes, policies, and standards.\nMaintain process documentation, dashboards, operational metrics, and management reporting.\nTrack SLA, KPI, and operational performance against service targets.\nSupport audit, compliance, and governance requirements related to service operations.\nContinuous Service Improvement\nIdentify and lead initiatives that improve service quality, operational efficiency, and customer experience.\nTranslate lessons learned from incidents, changes, and releases into measurable improvements.\nPartner with stakeholders to implement best practices and strengthen service performance.\nRequired Qualifications\nBachelor's degree in Information Technology, Computer Science, Engineering, or a related field.\n5+ years of experience in IT Service Management, IT Operations, or Production Support environments.\nStrong understanding of ITIL principles and service management best practices.\nExperience using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.\nStrong stakeholder management, communication, facilitation, and coordination skills.\nExcellent analytical, problem-solving, and decision-making abilities.\nAbility to work effectively in high-pressure situations and manage competing priorities.\nPreferred Qualifications\nITIL Foundation or ITIL 4 Certification.\nExperience in enterprise-scale or global support environments.\nKnowledge of Service Level Management, Problem Management, and Operational Governance.\nExperience driving process improvement and operational excellence initiatives.\nExposure to Agile ways of working and project delivery methodologies.\nKey Success Metrics\nMajor Incident recovery performance and stakeholder satisfaction.\nSLA and KPI achievement.\nChange success and governance compliance.\nRelease quality and deployment effectiveness.\nService availability and operational stability.\nReduction in recurring incidents and operational risk.\nDelivery of measurable service improvement initiatives.\nThe targeted pay range for this position in the following location is / locations are:\nUnited States - Dallas Infomart Office DAI : 118,000 - 176,000 USD / Annual\nOur 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.\nThe 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.\nEquinix Benefits\nAs 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.\nEmployee Assistance Program: An Employee Assistance program is available to all employees.\n\nUS 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.\nEquinix 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.\nEquinix 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.\nWe use artificial intelligence in our hiring process. Learn morehere .\n\nThis posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.","description_format":"text","description_chars":7485,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Network Interconnect"],"lifecycle":[{"event":"open","at":"2026-10-20T03:47:51Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.616,"p_room":1,"age_days":6,"expected_fill_days":19,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":176000,"is_top_pay":true},"html_url":"https://alion.io/job/equinix-service-manager-itsm","json_url":"https://alion.io/job/equinix-service-manager-itsm.json","meta":{"generated_at":"2026-10-25T12:02:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17363,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7655},"rest":"https://alion.io/mcp/rest/get_company?id=7655"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fequinix-service-manager-itsm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fequinix-service-manager-itsm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fequinix-service-manager-itsm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/equinix-service-manager-itsm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fequinix-service-manager-itsm"}]}