Manager, ITSM & Jira Service Lead

Brother USA-posted 4 months ago
$125,000 - $160,000/Yr
Full-time • Manager
Bartlett, TN
1,001-5,000 employees
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The Manager, Jira Platform & ITSM leads the strategic direction and operational excellence of IT Service Management (ITSM) with a strong emphasis on Jira platform ownership, cross-platform integrations, and automation of IT operational processes. This role is responsible for managing a team of ITSM professionals, driving ITIL-aligned service delivery, and optimizing the Jira ecosystem to support scalable, efficient, and reliable IT and business operations. The manager collaborates with IT leadership, business stakeholders, and platform teams to implement best practices, enhance service workflows, and deliver measurable improvements in service performance and user experience.

  • Lead a team of ITSM professionals across multiple locations, delivering high-quality IT services aligned with business needs
  • Collaborate with IT leadership and business units to improve service delivery through Jira and integrated platforms
  • Provide strategic guidance and hands-on support for Jira platform enhancements, including automation and reporting
  • Develop and maintain documentation, training materials, and support resources for Jira users
  • Oversee the adoption and implementation of the ITIL framework across ITSM processes
  • Own and continuously improve ITIL processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management
  • Conduct ITIL training and promote best practices across IT teams
  • Own the enterprise-wide Jira ecosystem strategy, including governance, scalability, and cross-functional adoption across IT, business operations, and product teams
  • Lead enterprise architecture decisions related to ITSM platforms, ensuring alignment with cloud-first strategies, zero-touch automation, and AI-driven service delivery
  • Lead cross-functional programs integrating Jira and other IT operational tools (e.g., monitoring, CMDB, CI/CD pipelines)
  • Drive executive-level reporting that aligns with organizational objectives
  • Leverage REST APIs and automation tools to streamline workflows and improve operational efficiency
  • Manage Atlassian licenses, permissions, and compliance audits
  • Define and track KPIs, SLAs, and OLAs to measure and improve ITSM performance
  • Identify opportunities for process automation and service optimization
  • Evaluate and implement marketplace apps and third-party tools to enhance Jira capabilities
  • Manage relationships with ITSM tool vendors and service providers
  • Manage budgets for ITSM tooling and vendor contracts
  • Negotiate enterprise licensing and drive cost optimization initiatives
  • Conduct license audits and ensure proper access management across platforms
  • Ensure seamless integration and issue resolution with third-party tools
  • Bachelor's Degree (or equivalent experience) in IT, Computer Science, or a related field
  • Minimum 7 years of experience in IT Service Management (ITSM), with a strong focus on ITIL framework implementation and process improvement
  • Hands-on experience managing and optimizing Jira Service Management (JSM) or similar ITSM platforms (e.g., ServiceNow, BMC Remedy)
  • Experience & proven success in stakeholder engagement and cross-functional collaboration with IT leadership, business teams, and service teams
  • Experience in Jira administration and Vendor and license management
  • Master's Degree (or equivalent experience) in IT, Computer Science, or a related field
  • ITIL v4 certification
  • Healthcare and wellness coverage
  • Life and disability insurance
  • 401(k) with employer match
  • Tuition reimbursement
  • Paid time off
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