Service Manager ITSM

Equinix • Dallas, TX

5d • $118,000 - $176,000 • Onsite

About The Position

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

The position leads critical incident coordination and communications, governs change and release processes, monitors events, maintains ITSM governance and performance reporting, and drives continuous service improvement. Success is measured by incident recovery and stakeholder satisfaction, SLA and KPI achievement, change governance and success, release quality, service availability, reduced recurring incidents and operational risk, and measurable improvements.

This is a backfill position based at the Dallas Infomart Office. The annual target base-pay range is $118,000–$176,000, with eligibility for a bonus and equity that may be offered depending on the position. The posting describes employee assistance, insurance, retirement, paid time off, and paid holidays as benefits, subject to eligibility and plan terms.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• At least 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.

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 driving process improvement and operational excellence initiatives.
• Exposure to Agile ways of working and project delivery methodologies.

Responsibilities

• Lead and coordinate P0/P1 major incidents to restore services rapidly 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 reviews and track corrective and preventive actions to closure.
• Analyze incident trends and drive actions to prevent recurring issues.
• Govern the end-to-end Change Management process in accordance with ITIL best practices.
• Review 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, and drive process improvements.
• Plan and coordinate releases across multiple technology teams.
• Maintain release calendars and manage dependencies to minimize service disruptions.
• Ensure operational readiness and stakeholder alignment before deployments.
• Conduct post-release reviews and implement process enhancements.
• 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.
• Ensure adherence to 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.
• Identify and lead initiatives to 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.

Benefits

• Employee Assistance Program.
• Health, life, disability, and voluntary insurance plans for employees and eligible family members.
• Retirement plan with contributions available from the employee and Equinix.
• Accrued paid time off.
• Paid holidays.
• Employees are eligible for a bonus; equity may be offered depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level