Brother USA
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Manager, ITSM & Jira Service Lead
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Brother USA Company Overview
Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru. Why Work at Brother?
Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace 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. Role Overview
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. Duties & Responsibilities
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 Experience & Qualifications
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 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 Strong knowledge of IT service delivery, process optimization, and automation best practices Knowledge of Jira Service Management, including workflow automation, reporting, and integrations Knowledge of license management, ITSM tool vendors, and performance monitoring Strong understanding of ITIL best practices, including Incident, Problem, Change, Release, and Knowledge Management Strong knowledge of Confluence, Microsoft 365 (Excel, SharePoint, Power Automate), and other documentation tools for process improvement Preferred Other Skills/Knowledge/Abilities
Ability to drive change, improve processes, and foster a service-oriented culture Excellent stakeholder management and collaboration skills Ability to analyze complex ITSM challenges, identify opportunities for improvement, and implement effective solutions Excellent verbal and written communication skills, with the ability to conduct training sessions, create user guides, and promote ITSM best practices Ability to work in a fast-paced, evolving IT environment while leading initiatives that improve IT service delivery and efficiency Preferred Additional Details 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. Base Salary
The targeted base salary range for this position if based in NJ will be $125,000 - $160,000per year. The targeted base salary range for this position if based in TN will be $110,000 - $131,000per 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. Our 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. Equal Opportunity Employer (EOE) Statement Brother International Corporation (Brother) is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com.
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Manager, ITSM & Jira Service Lead
role at
Brother USA Company Overview
Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru. Why Work at Brother?
Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace 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. Role Overview
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. Duties & Responsibilities
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 Experience & Qualifications
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 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 Strong knowledge of IT service delivery, process optimization, and automation best practices Knowledge of Jira Service Management, including workflow automation, reporting, and integrations Knowledge of license management, ITSM tool vendors, and performance monitoring Strong understanding of ITIL best practices, including Incident, Problem, Change, Release, and Knowledge Management Strong knowledge of Confluence, Microsoft 365 (Excel, SharePoint, Power Automate), and other documentation tools for process improvement Preferred Other Skills/Knowledge/Abilities
Ability to drive change, improve processes, and foster a service-oriented culture Excellent stakeholder management and collaboration skills Ability to analyze complex ITSM challenges, identify opportunities for improvement, and implement effective solutions Excellent verbal and written communication skills, with the ability to conduct training sessions, create user guides, and promote ITSM best practices Ability to work in a fast-paced, evolving IT environment while leading initiatives that improve IT service delivery and efficiency Preferred Additional Details 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. Base Salary
The targeted base salary range for this position if based in NJ will be $125,000 - $160,000per year. The targeted base salary range for this position if based in TN will be $110,000 - $131,000per 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. Our 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. Equal Opportunity Employer (EOE) Statement Brother International Corporation (Brother) is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com.
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