Job SummaryThe Service Management Specialist is responsible for ensuring the stability, reliability, and continuous improvement of IT services through effective management of Major Incidents, Change Management, Release Management, Event Management, and Service Management governance processes. The role serves as a key liaison across business, operations, and technology teams to minimize service disruptions and drive operational excellence.
ResponsibilitiesMajor 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 technical teams during critical service outages
- Provide timely stakeholder communications and executive updates throughout incident lifecycles
- Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure
- Monitor incident trends and recommend service improvements to reduce recurring issues
Change Management
- Govern the end-to-end Change Management process in accordance with established ITIL 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 rates, compliance, and post-implementation outcomes
- Drive continuous improvement of change governance and controls
Release Management
- Coordinate release planning, scheduling, and deployment activities across multiple technology teams
- Maintain and govern release calendars to prevent conflicts and minimize service disruptions
- Ensure release readiness through stakeholder alignment and operational preparedness
- Conduct post-release reviews and identify opportunities for process enhancement
Event Management
- Monitor service events and alerts to proactively identify potential service risks
- Coordinate with operational teams to ensure timely response to high-priority events
- Analyze event trends and recurring alerts to improve service reliability and performance
- Support implementation of monitoring improvements and event management best practices
Service Management Governance
- Ensure adherence to IT Service Management (ITSM) processes, policies, and standards
- Develop and maintain process documentation, reports, dashboards, and operational metrics
- Track SLA, KPI, and operational performance against service targets
- Support audit, compliance, and governance requirements related to service operations
Continuous Service Improvement
- Identify opportunities to improve service quality, operational efficiency, and customer experience
- Lead service improvement initiatives and process optimization efforts
- Drive lessons learned from incidents, changes, and releases into actionable improvements
- Partner with stakeholders to implement best practices and enhance service performance
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
- Good understanding of ITIL principles and service management best practices
- Experience with 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 in driving process improvements and operational excellence initiatives
- Exposure to Agile ways of working and project delivery methodologies
Key Success Metrics
- Major Incident resolution and recovery performance
- SLA and KPI adherence
- Change success and compliance rates
- Release deployment effectiveness
- Service availability and operational stability
- Reduction in recurring incidents and service risks
- Successful delivery of service improvement initiatives
- Stakeholder and customer satisfaction
Role Level: Service Management Specialist
Function: IT Service Management (ITSM)
Focus Areas: Major Incident Management, Change Management, Release Management, Event Management, Service Governance & Continuous Service Improvement
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.
The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
Equinix BenefitsAs an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.
This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.
