Service Manager III - Dallas, TX

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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 Summary
The Service Management Specialist is responsible for ensuring effective operation of IT services through Major Incident, Change, Release, Event, and Service Management processes. This role partners across business, operations, and technology teams to minimize service disruptions, strengthen governance, and drive operational excellence.

Key Responsibilities
Major Incident Management
Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impact.
Facilitate incident bridges and coordinate cross-functional teams during critical service disruptions.
Provide timely stakeholder communications and executive updates throughout incident lifecycles.
Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure.
Analyze incident trends and drive actions to prevent recurring issues.
Change Management
Govern the end-to-end Change Management process in accordance with ITIL best practices.
Review and assess change requests for risk, impact, and implementation readiness.
Facilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtained.
Monitor change success, compliance, and post-implementation outcomes while driving ongoing process improvements.
Release Management
Plan and coordinate releases across multiple technology teams.
Maintain release calendars and manage release dependencies to minimize service disruptions.
Ensure operational readiness and stakeholder alignment prior to deployments.
Conduct post-release reviews and implement process enhancements.
Event Management
Monitor service events and alerts to identify operational risks proactively.
Coordinate response activities for high-priority events.
Analyze event patterns and recurring alerts to improve monitoring effectiveness and service performance.
Support adoption of event management best practices and tooling enhancements.
Service Management Governance
Ensure adherence to IT Service Management (ITSM) processes, policies, and standards.
Maintain process documentation, dashboards, operational metrics, and management reporting.
Track SLA, KPI, and operational performance against service targets.
Support audit, compliance, and governance requirements related to service operations.
Continuous Service Improvement
Identify and lead initiatives that improve service quality, operational efficiency, and customer experience.
Translate lessons learned from incidents, changes, and releases into measurable improvements.
Partner with stakeholders to implement best practices and strengthen service performance.

Required Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
5+ years of experience in IT Service Management, IT Operations, or Production Support environments.
Strong understanding of ITIL principles and service management best practices.
Experience using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.
Strong stakeholder management, communication, facilitation, and coordination skills.
Excellent analytical, problem-solving, and decision-making abilities.
Ability to work effectively in high-pressure situations and manage competing priorities.
Preferred Qualifications
ITIL Foundation or ITIL 4 Certification.
Experience in enterprise-scale or global support environments.
Knowledge of Service Level Management, Problem Management, and Operational Governance.
Experience driving process improvement and operational excellence initiatives.
Exposure to Agile ways of working and project delivery methodologies.
Key Success Metrics
Major Incident recovery performance and stakeholder satisfaction.
SLA and KPI achievement.
Change success and governance compliance.
Release quality and deployment effectiveness.
Service availability and operational stability.
Reduction in recurring incidents and operational risk.
Delivery of measurable service improvement initiatives.
The 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.