Project Manager, EOC & OIRT

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Job Summary

The Project Manager for the Equinix Operations Center (EOC) and Operations Information Request Team (OIRT) leads and coordinates strategic, enterprise-wide projects that enhance efficiency, transparency, and quality in both customer support and incident management. This role is pivotal in driving automation, self-service, and continuous improvement initiatives using Lean Six Sigma methodologies, and ensuring successful execution of transformation programs. The Project Manager serves as a key liaison among cross-functional teams, champions organizational change management and delivers measurable business outcomes aligned with organizational goals.

Responsibilities

Strategic & Enterprise Alignment

• Ensure all projects support EOC/OIRT's strategic roadmap and global organizational objectives

• Drive alignment between project outcomes and key performance indicators (KPIs) for operational excellence at the enterprise level

• Lead post-project reviews to capture lessons learned and drive continuous improvement, integrating Lean Six Sigma principles

Project & Program Management

• Develop and manage project plans using agile and Lean Six Sigma methodologies, ensuring alignment with timelines and deliverables

• Implement and manage transformation initiatives to enhance incident outcomes, customer experience, and workforce efficiency across the enterprise

Organizational Change Management & Stakeholder Engagement

• Develop and execute organizational change management plans to support adoption of new processes and technologies at scale

• Serve as the primary liaison between EOC/OIRT, IT, and other cross-functional teams, operating at an enterprise-wide level

• Facilitate stakeholder workshops (e.g., Kaizen events) and feedback sessions to ensure buy-in and address concerns, leveraging Lean Six Sigma tools

• Communicate effectively with stakeholders, keeping them informed of project progress and addressing any concerns

Resource & Capacity Management

• Assess team capacity and allocate resources to ensure timely delivery of critical, enterprise-wide initiatives

• Identify skill gaps and coordinate with leadership to address training or hiring needs, including Lean Six Sigma capabilities

• Monitor team wellbeing and proactively address workload imbalances

Risk & Issue Management

• Establish and maintain a comprehensive risk register for all EOC/OIRT projects

• Lead regular risk review meetings and escalate critical issues to senior leadership as needed

Automation, Data, and Technology Enablement

• Champion the adoption of automation tools and platforms (e.g., ServiceNow, ITIL frameworks) to standardize processes and drive enterprise-wide efficiency

• Collaborate with IT and data teams to implement dashboards and analytics for real-time project tracking and performance measurement

• Evaluate and recommend new technologies to enhance operational efficiency across the organization

Compliance, Quality, and Continuous Improvement

• Ensure all projects comply with internal policies, industry standards, and regulatory requirements

• Implement quality assurance processes and conduct regular audits of project deliverables

• Foster a culture of continuous improvement through regular process reviews, feedback loops, and Lean Six Sigma initiatives

Leadership & Team Development

• Mentor and develop project team members, fostering a high-performance, collaborative, and innovative culture

• Lead by example in promoting accountability and enterprise-wide engagement

• Recognize and celebrate team achievements to boost morale and engagement

Qualifications

Minimum Qualifications

• Bachelor's degree (4-year college degree) required

• Minimum of 5 years of experience in project management, with a proven track record of managing and driving agile and Lean Six Sigma projects and teams

• Strong project management skills, including the ability to prioritize tasks and work cross-functionally with multiple teams and stakeholders at an enterprise level, while ensuring accountability

• Experience with ITIL, data center operations, and familiarity with Equinix processes and policies is highly desirable

• Excellent communication and technical presentation skills

• Detail-oriented with the ability to multitask in a fast-moving environment with shifting priorities and changing requirements.

Preferred Qualifications

• PMP, PRINCE2, Lean Six Sigma (Green Belt or higher), or equivalent project management certification

• ITIL Foundation or higher certification

• Experience managing projects related to customer support, incident management, automation, and process improvement

• Knowledge of business continuity practices and experience with ServiceNow or similar ITSM platforms

• Demonstrated success managing projects in a 24x7, mission-critical environment

The targeted pay range for this position in the following location is / locations are:

United States - Dallas Infomart Office DAI : 90,000 - 136,000 USD / Annual

United States - Tampa Office TAO : 90,000 - 136,000 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 Benefits

As 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.

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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