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# Global Command Center Manager (IT Operations)

- **Company:** GRAINGER, INC.
- **Location:** Jacksonville, FL, United States
- **Experience:** Expert
- **Salary:** $95,900.0 - $159,800.0
- **Contract:** Permanent contract
- **Skills:** Disaster Recovery, Information Technology Operations, Knowledge Management, Information Technology, Atlassian Tools, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://diversityjobs.com/career/18752553/Global-Command-Center-Manager-It-Operations-Florida-Jacksonville

## About the Role

* Bachelor's Degree or equivalent experience Information Technology, Computer Science, or equivalent experience required

 * 5+ years of experience in related field preferred required

 * 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

## Description

The Manager, IT Operations will lead engineers with technical and business expertise in developing and deploying solutions on the ServiceNow and Atlassian platforms. This role is collaborative, innovative, and advances Grainger's ability to automate workflows, tasks, and approval structures within these platforms.This role leads Grainger's Technology 24x7 operational command capability, ensuring effective technology monitoring, major incident coordination, escalation, and communication across a complex enterprise environment. The position develops a highly capable operations team and works closely with Engineering, Security, Service Management, Disaster Recovery, Crisis Management, and other technology teams to improve service reliability and enterprise resilience. Also, the team will manage vendor relationships and partner with stakeholders in finance, procurement, and HR to manage costs and stewardship of technology spend in this product portfolio.

You Will

 * Lead and develop frontline technology operations teams, providing day to day people leadership, performance management, coaching, and talent development to ensure consistent, high quality service delivery.

 * Oversee operational execution for technology services, including incident response, escalations, root cause analysis, and service restoration, ensuring commitments are met and customer impact is minimized.

 * Ensure operational stability and continuous improvement by monitoring performance trends, identifying recurring issues, and implementing process, tooling, or capability improvements that reduce risk and improve outcomes.

 * Partner cross functionally 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 to improve consistency, scalability, and onboarding effectiveness.

 * Support service governance and readiness activities, including change coordination, major incident leadership, on call support models, and operational communications during high impact events.