Senior Manager, Service Management

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Job Summary

The Senior Manager of Service Management will own current and future-state practices related to Incident, Problem, and Change management within Equinix’s global operating environment. This role will leverage industry experience within Operations, expertise in industry best practices (ITSM/ITIL), and proficiency with ITSM platforms to act as an evangelist to improve Equinix’s Global Service Management capability and overall customer experience. This role includes working directly with stakeholders across Equinix’s Global Data Center and Network Operations teams. This individual will also drive program execution on the ITSM platform by embracing modern development practices (i.e., LEAN, Agile). 

Responsibilities

• Drive process improvements and recommend options for future process design that increase efficiencies across Incident, Problem and Change while considering the impact to cross-functional teams, procedures and ITSM platform capabilities

• Gather requirements through various inputs and forums to help align business needs with a technical solution on the ITSM platform

• Perform gap analysis of current ITSM processes against best practices to identify and propose future-state efficiencies; preferably using industry techniques and frameworks such as Lean and ITIL

• Ensure cross-functional stakeholders are respectfully challenged when requesting procedural changes or enhancements to the ITSM platform; always considering the impacts to other processes and teams

• Practice a change-oriented mindset to invigorate organizational transformation and ensure successful implementation and adoption of Service Management best practices

• Conduct program overview and training/information sessions to Operations Leadership and Field Teams

• Assist in developing, maintaining, and executing a 3-Year Roadmap

Qualifications

• 10+ years of Service Management (ITIL/ITSM) experience in Operational roles within large organizations, preferably Service Providers

• 7+ years with modern ITSM Platforms experience with practical hands-on knowledge of core and add-on products – i.e., ServiceNow CSM, ITSM, PPM and Performance Analytics

• A proven track record in Service Management, ideally with a strong background in delivering strategic ITSM solutions

• A Collaborative team player with superior influencing skills, who builds relationships easily across various stakeholder groups to move initiatives forward

• Required: ITIL Certification, ITSM Platform Admin experience (ServiceNow, Remedy, etc.)  

• Nice to have: ServiceNow System Administrator Certification, PMP or Scrum Certification, Lean Six Sigma

• Excellent ability to learn quickly, adapt to change and deal with ambiguity

• Strong ability to collaborate, exert influence, communicate, and manage relationships at all levels of the organization

• Skilled at communicating complex concepts in easy-to-understand ways

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.

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.