Service Manager III

Who are we?Equinix is the world’s digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A 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 SummaryThe 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.ResponsibilitiesMajor Incident ManagementLead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impactFacilitate incident bridges and coordinate cross-functional technical teams during critical service outagesProvide timely stakeholder communications and executive updates throughout incident lifecyclesDrive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closureMonitor incident trends and recommend service improvements to reduce recurring issuesChange ManagementGovern the end-to-end Change Management process in accordance with established ITIL practicesReview and assess change requests for risk, impact, and implementation readinessFacilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtainedMonitor change success rates, compliance, and post-implementation outcomesDrive continuous improvement of change governance and controlsRelease ManagementCoordinate release planning, scheduling, and deployment activities across multiple technology teamsMaintain and govern release calendars to prevent conflicts and minimize service disruptionsEnsure release readiness through stakeholder alignment and operational preparednessConduct post-release reviews and identify opportunities for process enhancementEvent ManagementMonitor service events and alerts to proactively identify potential service risksCoordinate with operational teams to ensure timely response to high-priority eventsAnalyze event trends and recurring alerts to improve service reliability and performanceSupport implementation of monitoring improvements and event management best practicesService Management GovernanceEnsure adherence to IT Service Management (ITSM) processes, policies, and standardsDevelop and maintain process documentation, reports, dashboards, and operational metricsTrack SLA, KPI, and operational performance against service targetsSupport audit, compliance, and governance requirements related to service operationsContinuous Service ImprovementIdentify opportunities to improve service quality, operational efficiency, and customer experienceLead service improvement initiatives and process optimization effortsDrive lessons learned from incidents, changes, and releases into actionable improvementsPartner with stakeholders to implement best practices and enhance service performanceQualificationsBachelor's degree in Information Technology, Computer Science, Engineering, or a related field5+ years of experience in IT Service Management, IT Operations, or Production Support environmentsGood understanding of ITIL principles and service management best practicesExperience with ITSM platforms such as ServiceNow, Jira Service Management, or equivalentStrong stakeholder management, communication, facilitation, and coordination skillsExcellent analytical, problem-solving, and decision-making abilitiesAbility to work effectively in high-pressure situations and manage competing prioritiesPreferred QualificationsITIL Foundation or ITIL 4 CertificationExperience in enterprise-scale or global support environmentsKnowledge of Service Level Management, Problem Management, and Operational GovernanceExperience in driving process improvements and operational excellence initiativesExposure to Agile ways of working and project delivery methodologiesKey Success MetricsMajor Incident resolution and recovery performanceSLA and KPI adherenceChange success and compliance ratesRelease deployment effectivenessService availability and operational stabilityReduction in recurring incidents and service risksSuccessful delivery of service improvement initiativesStakeholder and customer satisfactionRole Level: Service Management SpecialistFunction: IT Service Management (ITSM)Focus Areas: Major Incident Management, Change Management, Release Management, Event Management, Service Governance & Continuous Service ImprovementThe 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 BenefitsAs 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 more here. This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization. SummaryLocation: Dallas Infomart Office DAIType: Full time