Service Manager III

Equinix•Dallas, TX

3d•$118,000 - $176,000•Onsite

About The Position

The Service Management Specialist is responsible for ensuring the stability, reliability, and continuous improvement of IT services through effective management of Major Incidents, Change Management, Release Management, Event Management, and Service Management governance processes. The role serves as a key liaison across business, operations, and technology teams to minimize service disruptions and drive operational excellence.

Requirements

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
Good understanding of ITIL principles and service management best practices
Experience with 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

Nice To Haves

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 in driving process improvements and operational excellence initiatives
Exposure to Agile ways of working and project delivery methodologies

Responsibilities

Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impact
Facilitate incident bridges and coordinate cross-functional technical teams during critical service outages
Provide timely stakeholder communications and executive updates throughout incident lifecycles
Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure
Monitor incident trends and recommend service improvements to reduce recurring issues
Govern the end-to-end Change Management process in accordance with established ITIL 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 rates, compliance, and post-implementation outcomes
Drive continuous improvement of change governance and controls
Coordinate release planning, scheduling, and deployment activities across multiple technology teams
Maintain and govern release calendars to prevent conflicts and minimize service disruptions
Ensure release readiness through stakeholder alignment and operational preparedness
Conduct post-release reviews and identify opportunities for process enhancement
Monitor service events and alerts to proactively identify potential service risks
Coordinate with operational teams to ensure timely response to high-priority events
Analyze event trends and recurring alerts to improve service reliability and performance
Support implementation of monitoring improvements and event management best practices
Ensure adherence to IT Service Management (ITSM) processes, policies, and standards
Develop and maintain process documentation, reports, dashboards, and operational metrics
Track SLA, KPI, and operational performance against service targets
Support audit, compliance, and governance requirements related to service operations
Identify opportunities to improve service quality, operational efficiency, and customer experience
Lead service improvement initiatives and process optimization efforts
Drive lessons learned from incidents, changes, and releases into actionable improvements
Partner with stakeholders to implement best practices and enhance service performance