Senior IT Service Manager: Incidents, Change & Release

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

Benefits offered by this job

US Benefits

Employee Assistance Program

Job summary

Equinix in Dallas (United States) seeks a Service Management Specialist to lead Major Incidents, change management, release planning, event management, and ITSM governance to improve service reliability. The role serves as a key liaison across business, operations, and technology teams to minimize disruptions and drive operational excellence.

You will coordinate cross-functional teams, drive RCA actions, monitor SLAs and KPIs, and push continuous service improvements across global operations,

Qualifications

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

Responsibilities

• Lead Major Incidents (P0/P1) to restore services quickly and minimize business impact.
• Coordinate incident bridges and cross-functional teams during outages.
• Provide timely stakeholder communications and executive updates.
• Drive RCA reviews and track corrective actions to closure.
• Monitor incident trends and drive service improvements.

Skills

Stakeholder management

Communication

Facilitation

Coordination

Analytical thinking

Problem solving

Decision making

High-pressure work

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field

Tools

ServiceNow

Jira Service Management

Job description

Equinix in Dallas (United States) seeks a Service Management Specialist to lead Major Incidents, change management, release planning, event management, and ITSM governance to improve service reliability. The role serves as a key liaison across business, operations, and technology teams to minimize disruptions and drive operational excellence.

You will coordinate cross-functional teams, drive RCA actions, monitor SLAs and KPIs, and push continuous service improvements across global operations,