Senior IT Service Delivery Manager

VetJobs; Dallas (TX); On-site; USD 118,000 - 176,000; Full time

Job summary

Equinix in Dallas is seeking a Service Management Specialist to ensure effective operation of IT services across Major Incident, Change, Release, Event and Service Management processes. You will partner with business, operations, and technology teams to minimize service disruptions, strengthen governance, and drive operational excellence.

The role is on-site at the Dallas Infomart office, with a targeted pay range of USD 118,000 – 176,000 per year.

Qualifications

• Bachelor's degree in IT, CS, Engineering or related field.
• 5+ years of experience in IT Service Management, IT Operations, or Production Support.
• Strong understanding of ITIL principles and service management best practices.
• Experience using ITSM platforms such as ServiceNow or Jira Service Management.
• Strong stakeholder management, communication, facilitation, and coordination skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to work under pressure and manage competing priorities.

Responsibilities

• Lead Major Incidents (P0/P1) to restore services and minimize impact.
• Coordinate incident bridges and cross-functional response during disruptions.
• Provide timely stakeholder communications and executive updates during incidents.
• Drive RCA reviews and implement corrective actions.
• Govern the end-to-end Change Management process per ITIL best practices.
• Facilitate CAB meetings and obtain approvals.
• Plan and coordinate releases across technology teams.
• Monitor release calendars and dependencies to minimize disruptions.
• Monitor service events and alerts to identify risks proactively.
• Support adoption of event management best practices and tooling.
• Ensure adherence to ITSM processes, policies, and standards.
• Maintain process documentation and performance metrics.
• Identify and lead initiatives to improve service quality and efficiency.
• Translate lessons from incidents, changes, releases into improvements.

Skills

Stakeholder management

Communication skills

Facilitation

Coordination skills

Analytical thinking

Problem solving

Decision making

Prioritization

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 effective operation of IT services across Major Incident, Change, Release, Event and Service Management processes. You will partner with business, operations, and technology teams to minimize service disruptions, strengthen governance, and drive operational excellence.

The role is on-site at the Dallas Infomart office, with a targeted pay range of USD 118,000 – 176,000 per year.