IT Service Manager

Equinix, Inc.; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Equinix, Inc. in Bengaluru seeks an IT Service Manager to drive service excellence and deliver technical program coordination across infrastructure and technology teams.

This role sits at the intersection of ITSM practice and hands-on coordination to ensure services are delivered reliably while complex initiatives move forward with clarity. You will own incident, problem and change management per ITIL, define SLAs/OLAs with stakeholders, and drive CSI initiatives.

Qualifications

• 6–10 years in IT Service Management, technical operations, or infrastructure delivery.

Responsibilities

• Own incident, problem, and change management processes aligned to ITIL framework.
• Define and track SLAs/OLAs with internal and external stakeholders.
• Drive continuous service improvement (CSI) initiatives.
• Maintain the service catalog and configuration management (CMDB).
• Lead major incident reviews and ensure RCA/CAPA closure.
• Govern release and deployment processes in coordination with engineering.
• Coordinate cross-functional technical initiatives from initiation through delivery.
• Manage dependencies, risks, and escalations across engineering and operations teams.
• Drive alignment between product, infrastructure, and service delivery on technical priorities.
• Own program tracking, reporting cadences, and executive status communication.
• Facilitate sprint and quarterly planning touchpoints across technical teams.

Skills

ITSM

Stakeholder comm

Agile

Coordination

Incident management

Tools

ServiceNow

Jira Service Management

CMDB

Job description

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 bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

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

We are looking for an IT Service Manager to drive service excellence and technical program delivery across our infrastructure and technology teams. This role sits at the intersection of ITSM practice and hands-on technical coordination, ensuring services are delivered reliably while complex initiatives move forward with clarity.

Responsibilities

Service Management

• Own incident, problem, and change management processes aligned to ITIL framework
• Define and track SLAs/OLAs with internal and external stakeholders
• Drive continuous service improvement (CSI) initiatives
• Maintain the service catalog and configuration management (CMDB)
• Lead major incident reviews and ensure RCA/CAPA closure
• Govern release and deployment processes in coordination with engineering

Technical Program Coordination

• Coordinate cross-functional technical initiatives from initiation through delivery
• Manage dependencies, risks, and escalations across engineering and operations teams
• Drive alignment between product, infrastructure, and service delivery on technical priorities
• Own program tracking, reporting cadences, and executive status communication
• Facilitate sprint and quarterly planning touchpoints across technical teams

Qualifications

• 6–10 years in IT Service Management, technical operations, or infrastructure delivery
• ITIL v4 Foundation or above (mandatory); PMP or SAFe a plus
• Hands-on experience with ITSM tools — ServiceNow, Jira Service Management, or equivalent
• Proven ability to manage complex technical programs across multiple teams
• Strong grasp of Agile, DevOps, and release management practices
• Excellent stakeholder communication — comfortable from engineers to VPs

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 Affir…

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