Global Command Center Manager (IT Operations)
About The Position
The Manager, IT Operations leads engineers with technical and business expertise in developing and deploying solutions on the ServiceNow and Atlassian platforms. The role advances automation of workflows, tasks, and approval structures and leads Grainger’s 24x7 technology operational command capability, including monitoring, major incident coordination, escalation, and communication across a complex enterprise environment. The manager develops a capable operations team and partners with Engineering, Security, Service Management, Disaster Recovery, Crisis Management, and other technology teams to improve service reliability and enterprise resilience. The team also manages vendor relationships and partners with Finance, Procurement, and HR on costs and stewardship of technology spending in its product portfolio.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or equivalent experience; equivalent experience is accepted.
- Understanding of incident management, service operations, and operational performance metrics.
- Ability to lead teams through change while maintaining service stability.
- Experience supporting enterprise end-user, infrastructure, or operations environments.
- Familiarity with IT service management practices and tools.
- Experience partnering across technology and business teams.
Nice To Haves
- Five or more years of experience in a related field (the posting describes this as preferred and required).
Responsibilities
- Lead and develop frontline technology operations teams through day-to-day people leadership, performance management, coaching, and talent development.
- Oversee technology-service operations, including incident response, escalations, root cause analysis, and service restoration, meeting commitments and minimizing customer impact.
- Monitor performance trends, identify recurring issues, and implement process, tooling, or capability improvements to reduce risk and improve outcomes.
- Partner with IT, Engineering, Security, Product, and business stakeholders to resolve complex issues, align priorities, and support enterprise technology initiatives and changes.
- Establish and reinforce standard operating procedures, documentation, and knowledge management practices.
- Support service governance and readiness, including change coordination, major incident leadership, on-call support models, and operational communications during high-impact events.
- Manage vendor relationships and work with Finance, Procurement, and HR stakeholders on costs and stewardship of technology spending in the product portfolio.
Benefits
- Medical, dental, vision, and life insurance coverage beginning on the first day of employment.
- Six free sessions each year with a licensed therapist.
- 18 paid time off days annually for full-time employees, prorated based on employment start date.
- Six company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, with no employee contribution required.
- Employee discounts.
- Tuition reimbursement.
- Student loan refinancing.
- Free access to financial counseling, education, and tools.
- Maternity support programs and nursing benefits.
- Up to 14 weeks of paid leave for birth parents and up to 4 weeks of paid leave for non-birth parents.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
