IT Service Manager

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Job Summary

We are looking for an IT Service Manager to drive service excellence and technical program delivery across our infrastructure and technology teams. This role sits at the intersection of ITSM practice and hands-on technical coordination, ensuring services are delivered reliably while complex initiatives move forward with clarity. 

 

Responsibilities 

Service Management  

• Own incident, problem, and change management processes aligned to ITIL framework 

• Define and track SLAs/OLAs with internal and external stakeholders 

• Drive continuous service improvement (CSI) initiatives 

• Maintain the service catalog and configuration management (CMDB) 

• Lead major incident reviews and ensure RCA/CAPA closure 

• Govern release and deployment processes in coordination with engineering 

Technical Program Coordination 

• Coordinate cross-functional technical initiatives from initiation through delivery 

• Manage dependencies, risks, and escalations across engineering and operations teams 

• Drive alignment between product, infrastructure, and service delivery on technical priorities 

• Own program tracking, reporting cadences, and executive status communication 

• Facilitate sprint and quarterly planning touchpoints across technical teams 

 

Qualifications

• 6–10 years in IT Service Management, technical operations, or infrastructure delivery 

• ITIL v4 Foundation or above (mandatory); PMP or SAFe a plus 

• Hands-on experience with ITSM tools — ServiceNow, Jira Service Management, or equivalent 

• Proven ability to manage complex technical programs across multiple teams 

• Strong grasp of Agile, DevOps, and release management practices 

• Excellent stakeholder communication — comfortable from engineers to VPs

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.