Sign up free to see how well your resume matches this role.
Who are we?
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.
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.
We use artificial intelligence in our hiring process. Learn more here.

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