IT Manager, Service Management & Observability

The Guitar Center Company; Westlake Village (CA); Remote; USD 120,000 - 160,000; Full time

Job summary

Join a leading company as an IT Manager, focusing on Service Management and Observability. You'll design and optimize technology solutions, ensuring high-quality service delivery while leading a team of engineers. This role offers remote opportunities and a chance to make a significant impact in a dynamic environment.

Benefits

Gig leave

Comprehensive benefits

401K with company match

Employee discounts

Tuition reimbursement

Qualifications

• Proven experience as a service management or observability lead.
• Strong proficiency in Service Management platforms.
• Hands-on experience with ITIL and monitoring best practices.

Responsibilities

• Lead the design and architecture of integrated Service Management solutions.
• Collaborate with stakeholders to gather requirements.
• Develop and implement integrations for proactive incident detection.

Skills

Leadership

Communication

Problem-Solving

Education

Bachelor's degree in computer science

ITIL Certification

ServiceNow Certified Implementation Specialist

Tools

ServiceNow

DataDog

Ansible

Jira

Tanium

Job description

IT Manager, Service Management & Observability

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At Guitar Center, we are driven by a shared passion for music and technology. We support over 300 stores nationwide and a growing network of shared services facilities. Our IT team plays a critical role in ensuring our business runs smoothly and our customers and associates stay connected to what matters most.

We are seeking a talented IT Manager, Service Management & Observability to lead the design, implementation, and optimization of our Technology Service Management and observability solutions. If you are passionate about leadership, technology, and making an impact, we would love to meet you.

About the Role:

Remote available to US-based candidates who currently reside in IL, WA, MO, AZ, TX, FL, OR, IN, MD, CO, VA.

The IT Manager, Service Management & Observability, will be responsible for designing scalable, efficient, and integrated solutions that support the delivery of high-quality technology services. They will ensure the health and performance of our technology products, drive operational efficiency through advanced tooling, and align solutions with business goals and industry best practices. This role involves close collaboration with cross-functional teams to assess needs, evaluate current systems, and implement innovative improvements. The manager will also lead a team of engineers focused on building and maintaining a portfolio of enterprise service management, monitoring, and orchestration tools.

Key Responsibilities:

1. Lead the design and architecture of integrated Service Management & Observability solutions, including incident, problem, change, and service request management, as well as end-to-end monitoring for all systems and services.
2. Collaborate with stakeholders to gather requirements, define business processes, and develop functional and technical specifications for orchestration and automation solutions.
3. Lead the design, architecture, and configuration of platforms such as ServiceNow, Jira, Confluence, DataDog, PagerDuty, Slack, Tanium, Ansible, and RunDeck, ensuring solutions align with business needs and best practices.
4. Develop and implement integrations between Service Management & Observability tools to support proactive incident detection, automated resolution, and streamlined communication across teams.
5. Design and deploy advanced monitoring solutions to ensure visibility into the performance, health, and security of Guitar Center’s technology services.
6. Define and implement automation and orchestration workflows to optimize service management processes, improve efficiency, and reduce fulfillment times.
7. Provide technical leadership to development teams during service design and transition phases, ensuring adherence to architectural standards and best practices.
8. Conduct regular assessments of existing solutions to identify opportunities for improvement and propose enhancements.
9. Stay current on emerging technologies and best practices in Service Management, Observability, and automation to continuously evolve the organization's architecture and processes.

Required Experience:

• Bachelor's degree in computer science, Information Technology, or a related field; relevant certifications and experience may be considered in lieu of a degree.
• Proven experience as a service management or observability lead or similar role, with expertise in architecting and implementing integrated service management and monitoring solutions.
• Proven history in leading technical teams in a remote capacity.
• Strong proficiency in Service Management platforms such as ServiceNow, Atlassian, or similar, and observability and orchestration tools such as DataDog, Ansible, Tanium, or similar.
• Hands-on experience with Service Management processes and frameworks (e.g., ITIL) and infrastructure and application monitoring best practices.
• Experience with customization, configuration, and scripting within Service Management & Observability tools.
• Excellent communication and collaboration skills, with the ability to effectively interact with stakeholders at all levels.
• Strong problem-solving skills and a proactive approach to addressing technical challenges.
• Relevant certifications such as ITIL, ServiceNow Certified Implementation Specialist, DataDog Certified Associate, or similar are a plus.

Pay Rate: $120,000 - 160,000/yr. + 10% annual bonus based on company performance. The base pay offered depends on background and experience.

Disclaimer:

While this job description outlines primary responsibilities, it is not exhaustive. Duties may change or new responsibilities may be assigned as business needs evolve.

Why Guitar Center Company? Here are some of the rewards:

For our musician employees, we offer gig leave—time off to share your music and return to your job after your tour! We also offer comprehensive benefits including Medical, Dental, Vision, 401K with company match, mental health support, paid time off, employee discounts, and tuition reimbursement.

This position is eligible for participation in the Guitar Center Company bonus program based on company performance. Compensation details are dependent on experience, education, and other factors.

Join us to be part of the world's largest multichannel musical instrument retailer, helping people find their sound and fill the world with music.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Guitar Center is an Equal Opportunity Employer. We provide fair employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected class. For accommodations, contact us at [e-mail].