Global Command Center Manager (IT Operations)

Work Location Type: Hybrid Req Number 335569 About Grainger W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit  www.grainger.com.

Compensation The anticipated base pay compensation range for this position is $95,900.00 – $159,800.00. This role is eligible for an incentive target of up to 15% or $, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Rewards and Benefits With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

For additional information and details regarding Grainger’s benefits, please click on the link below: https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills. The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above. Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

As part of our hiring and onboarding process, you will be required to complete an onsite visit at a Grainger location before receiving Grainger-issued technology. This will take place either during an onsite interview or on your first day of employment, depending on the interview process. Position is not eligible for visa sponsorship

Position Details

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.

You Have

• 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.

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