Manager of IT & Enterprise Service Management - (Remote) OR (Hybrid Role) OR (Fort Lauderdale, FL)

Department: Business Systems Analyst

Req ID: R32667

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Manager of IT & Enterprise Service Management - (Remote) OR (Hybrid Role) OR (Fort Lauderdale, FL)

  • South Australia, Australia
  • Remote, Alabama, United States
  • Remote, Alaska, United States
  • Remote, Arizona, United States
  • Remote, Arkansas, United States
  • Remote, California, United States
  • Remote, Colorado, United States
  • Remote, Connecticut, United States
  • Remote, Delaware, United States
  • Ft Lauderdale, Florida, United States
  • Remote, Florida, United States
  • Remote, Georgia, United States
  • Remote, Hawaii, United States
  • Remote, Idaho, United States
  • Remote, Illinois, United States
  • Remote, Indiana, United States
  • Remote, Iowa, United States
  • Remote, Kansas, United States
  • Remote, Kentucky, United States
  • Remote, Louisiana, United States
  • Remote, Maine, United States
  • Remote, Maryland, United States
  • Remote, Massachusetts, United States
  • Remote, Michigan, United States
  • Remote, Minnesota, United States
  • Remote, Mississippi, United States
  • Remote, Missouri, United States
  • Remote, Montana, United States
  • Remote, Nebraska, United States
  • Remote, Nevada, United States
  • Remote, New Hampshire, United States
  • Remote, New Jersey, United States
  • Remote, New Mexico, United States
  • Remote, New York, United States
  • Remote, North Carolina, United States
  • Remote, Ohio, United States
  • Remote, Oklahoma, United States
  • Remote, Oregon, United States
  • Remote, Pennsylvania, United States
  • Remote, Rhode Island, United States
  • Remote, South Carolina, United States
  • Remote, South Dakota, United States
  • Remote, Tennessee, United States
  • Remote, Texas, United States
  • Remote, Utah, United States
  • Remote, Vermont, United States
  • Remote, Virginia, United States
  • Remote, Washington, United States
  • Remote, Washington, D.C., United States
  • Remote, West Virginia, United States
  • Remote, Wisconsin, United States
  • Full_time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

Citrix Mission

At Citrix, our Mission is to deliver an intelligent digital Citrix Workspace Experience that Empowers all Employees with Unified, Secure, and Reliable Access to all the Work Resources and Applications needed to be Productive and Do their Best Work – Anytime. Anywhere. Citrix provides Work Solutions for any Workspace Platforms and Seamless Integration Across all Apps. Citrix provides products and IT (Information Technology) solutions to collaborate work management, provides modern and consistent User experience across all devices and through application integration, workflow automation and our cloud-based technology and zero trust security, enabling our Clients and End Users with the best Enterprise Performance, Modernization, and Security!


The World of Work is Constantly Changing and Evolving. At Citrix, we continued to Revolutionize and Build the Digital Workspace Technology that helps People and Organizations adapt to whatever comes next. Every day you'll have new opportunities to Grow and Innovate in ways that will make Work Better for Millions of People around the World. Citrix has been Ranked #11 on The Fortune's Best Workplaces in Technology in 2021. Thousands of Organizations around the World Trust Citrix to keep their apps available, their data safe, and their people productive—wherever and whenever work happens. 

More than 400,000 Companies around the World, including 98 Percent of the Fortune 500, rely on Citrix Digital Workspace Solutions to provide secure, reliable access to the applications and information their employees need to engage and be productive, with over 100 million Users Worldwide!

What we are looking for

We are looking for a Manager of IT & Enterprise Service Management to be highly proficient and experienced providing leadership of Service Now instances and the core platform team. A solid understanding of ServiceNow architecture and administration. You will have ability to develop, mentor and build high-performance teams in a dynamic and fast-paced environment. A passion for Customer Experience combined with Business Curiosity and a Strategic Viewpoint, makes you a valued asset.

As a Manager of IT & Enterprise Service Management, you will drive long-term vision and process maturity while working with business units to identify strategic opportunities to improve Service Delivery efforts and Drive Value. You will manage and drive industry and internal benchmarking to ensure fit for purpose and best in class process delivery and execution.

Primary Duties / Responsibilities

  • Responsible for the design, implementation, developing and managing of service management processes, polices, roles and responsibilities and compliance including incident, problem, request, case, change, configuration, release and deployment, service catalog management, service level management, demand management, availability/capacity, knowledge management, continual service improvement.

  • Manage ESM demand intake, prioritization, and alignment with overall ITSM & ESM strategy.

  • Manage the ESM platform including the following key areas: IT Service Management, IT Operations Management, HR Service Delivery, Enterprise Onboarding & Transitions, Enterprise Service Asset Configuration Management, Customer Service Management.

  • Translates business needs into effective and improved processes and/or technical solutions or services coordinating with associated technology partners both internally and externally.

  • Development of Service Management reporting of KPI's, critical success factors and activity metrics.

  • Manages the Communication, Marketing, and Training for ITSM & ESM Processes.

  • An Empathic Leader that can support, coach and mentor teams to improve their potential and help them reach their goals.

  •  Interviewing, hiring and building high peforming teams.

Basic Qualifications

  • Relevant Bachelor’s degree or equivalent experience.

  • ITIL v4 certified (Required).

  • Minimum 6 years’ experience in IT Service Management.

  • Minimum of 3 years of IT Supervisory and Management work experience.

  • Requires a minimum 6 years of experience developing ITSM processes.

  • High level of proficient understanding of ServiceNow Architecture and Administration.

  • Expertise in Service Management Tool ServiceNow Roadmaps, Business Requirements and Features High-level Solution Design and Implementation Plans.

  • Demonstrated track record of leading robust teams with measurable outcome.

  • Practical working knowledge in leading and managing the execution of processes, projects, and tactics within multiple functional area.

  • Detail oriented, extremely organized, and metrics-focused with demonstrated ability to help teams meet and exceed performance objectives.

  • Great Leadership skills and Excellent Written and Verbal Communication Skills.

  • Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to company mission and team development.

  • Knowledge of agile & SAFe methodologies a plus.

Why Work for Citrix

Come and work with one of the most Innovative and Forward-Thinking Technology Companies on Planet Earth! You will get to work alongside some of the Brightest, Most Talented, and Passionate People in the World. As a member of team, you'll be uniquely and strategically positioned to work on cool and exciting projects that will have a direct impact for our customers in numerous Industries, well into the Future!

At Citrix, we want to help set you up for a successful career with us. We support Ideation, Experimentation, Innovation and Collaboration to Build Innovative IT Products and Solutions. We’re obsessed about making our Customers and End Users Happy. We are an Innovative Engine for our Colleagues, Communities, Customers and End-Users in the Digital Marketplace!

Citrix's Pillars of Core Values are Integrity, Respect, Curiosity, Courage and Unity. The Work at Citrix is exhilarating, and that’s what makes it a whole lot of fun! Come and Work with High-Impact Teams!

Let's Embark on this Next Great Adventure Together!

Apply Today!

Functional Area:

Business Systems Analyst

What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits
We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

At Citrix, our employees perform extraordinary acts of creativity and service every day. We provide benefits and rewards that meet the diverse needs of our employees by offering competitive compensation, comprehensive benefits, and equitable rewards opportunities for all employees. In the state of Colorado, the salary for this role generally ranges from $109,610 -$137,013 but may vary depending on your qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of this range. Certain roles are eligible for additional rewards, including annual bonus, sales incentives, and/or stock depending on the terms of the applicable plan and role as well as individual performance. Benefits may vary depending on the nature of your employment with Citrix and the country where you work. U.S. based employees are typically offered access to healthcare, life insurance and disability benefits, 401(k) plan and company match, employee stock purchase program (ESPP), and education assistance program, among others.

President Biden released an Executive Order stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the Executive Order. To be considered for this career opportunity, you must be fully COVID-19 vaccinated or have an acceptable medical or religious accommodation. Learn more about our COVID-19 policies.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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