ITSM Service Management Lead: Incidents, Changes & Releases

Equinix, Inc.; Dallas (TX); On-site; USD 118,000 - 176,000; Full time

Benefits offered by this job

Equinix Benefits

Employee Assistance Program

Job summary

Equinix in Dallas is seeking a Service Management Specialist to ensure IT services operate effectively through Major Incident, Change, Release and Event Management.

You will partner with business, operations, and technology teams to minimize disruptions, enforce ITIL governance, and drive continuous service improvements across global platforms.

The posted pay range in Dallas is 118,000 to 176,000 USD per year, with a comprehensive benefits package.

Qualifications

• Bachelor's degree in IT, CS, engineering, or related field.
• 5+ years in IT Service Management / IT Operations / Production Support.
• Strong understanding of ITIL principles and best practices.
• Experience using ITSM platforms such as ServiceNow or Jira Service Management.
• Strong stakeholder management, communication, facilitation, and coordination skills.
• Ability to work under pressure and manage competing priorities.

Responsibilities

• Lead and coordinate Major Incidents (P0/P1) to minimize impact and restore service.
• Govern the end-to-end Change Management process per ITIL practices.
• Plan and coordinate releases across technology teams and manage release calendars.
• Monitor service events and coordinate response activities for high-priority events.
• Ensure adherence to ITSM processes, policies, and governance standards.
• Identify and lead continuous improvement initiatives to enhance service quality.

Skills

ITIL knowledge

Stakeholder management

Incident management

Change management

Problem solving

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

Job description

Equinix in Dallas is seeking a Service Management Specialist to ensure IT services operate effectively through Major Incident, Change, Release and Event Management.

You will partner with business, operations, and technology teams to minimize disruptions, enforce ITIL governance, and drive continuous service improvements across global platforms.

The posted pay range in Dallas is 118,000 to 176,000 USD per year, with a comprehensive benefits package.