Manager, ITSM & Jira Service Lead

kplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Role at a Glance

Job Summary 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.

Key Duties & Responsibilities

Stakeholder Engagement & IT Service Delivery

• 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

ITIL Governance & Service Management Implementation

• 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

Jira Platform Management & Integrations

• 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

Service Strategy & Continuous Improvement

• 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

Vendor & License Management

• 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

Key Experience & Qualifications

Education

• Bachelor's Degree (or equivalent experience) IT, Computer Science, or a related field Required

• Master's Degree (or equivalent experience) IT, Computer Science, or a related field Preferred

Experience

Minimum 7 years Required

• A combination of experience spanning the following areas: 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

Licenses and Certifications

• ITIL v4 certification Preferred

Software/Technical Skills

• Extensive knowledge of ITIL framework implementation and ITSM process management Advanced Required

• Strong knowledge of IT service delivery, process optimization, and automation best practices Advanced Required

• Knowledge of Jira Service Management, including workflow automation, reporting, and integrations Intermediate Required

• Knowledge of license management, ITSM tool vendors, and performance monitoring Intermediate Required

• Strong understanding of ITIL best practices, including Incident, Problem, Change, Release, and Knowledge Management Advanced Preferred

• Strong knowledge of Confluence, Microsoft 365 (Excel, SharePoint, Power Automate), and other documentation tools for process improvement Advanced Preferred

Other Skills/Knowledge/Abilities

• Ability to drive change, improve processes, and foster a service-oriented culture Required

• Excellent stakeholder management and collaboration skills Required

• Ability to analyze complex ITSM challenges, identify opportunities for improvement, and implement effective solutions Required

• Excellent verbal and written communication skills, with the ability to conduct training sessions, create user guides, and promote ITSM best practices Required

• Ability to work in a fast-paced, evolving IT environment while leading initiatives that improve IT service delivery and efficiency Preferred

Compensation & Schedule for This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

Base Salary

• The targeted base salary range for this position if based in NJ will be $125,000 - $160,000 per year.

• The targeted base salary range for this position if based in TN will be $110,000 - $131,000 per year.

• Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

Additional Compensation

• This position is eligible for a 15% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.

• Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.

Benefits

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401(k), tuition reimbursement, and paid time off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.