Service Manager III - Dallas, TX

Job Description ATTENTION MILITARY AFFILIATED JOB SEEKERS

Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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.

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.

• 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 life cycles.
• Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure.
• Analyze incident trends and drive actions to prevent recurring issues.

• 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.

• 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.

• 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.

• 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.

• 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.

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Bachelors

• 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 Service Now, 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.

• 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…