IT Service Manager

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 bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

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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