Sr Manager, Systems Engineering Senior

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us challenge the status quo and transform the finance industry together.

We believe in the importance of collaboration and operational responsiveness and maturation. This role is aligned to the team’s primary location strategy, with telecommute flexibility considered based on business need and leadership approval.

In this role, you’ll lead the technical strategy, engineering direction, and operational maturity of Schwab’s ITSM platform ecosystem. This is not a traditional production support role; it requires strong engineering depth, systems architecture judgment, and hands-on platform leadership across Remedy/Smart IT, MyIT/Digital Workplace, Helix Dashboards, CMDB, Discovery/ADDM, and Flexera integrations. You’ll partner across Engineering, Infrastructure, Security, and vendor teams to improve resilience, accelerate delivery, and drive AI-enabled operations at enterprise scale.

Key Responsibilities

• ITSM Platform Strategy & Architecture - Define and drive the end-to-end architecture and technical roadmap across the Helix/ITSM ecosystem, ensuring reliability, scalability, and maintainability.
• Operational Stability & Preventative Engineering - Lead the shift from reactive operations to a preventative model through proactive monitoring, capacity planning, lifecycle management, and operational design governance.
• Vulnerability & Risk Remediation Leadership - Own strategic direction for platform security remediation, end-of-life planning, and risk reduction in alignment with enterprise controls and Schwab remediation standards.
• Integration & Vendor Enablement - Lead complex integration efforts across Helix, Flexera, and cloud/platform dependencies (including GCP-aligned patterns), partnering with internal stakeholders and external vendors.
• AI-Enabled ITSM Operations - Guide implementation and administration of agentic AI capabilities within the Helix ecosystem to improve efficiency, speed, and cost outcomes.
• Service Reliability & Performance Optimization - Improve incident trends, reduce response/resolution times, and drive platform reliability through engineering-led process and tooling enhancements.
• Technical Leadership & Team Development - Provide senior technical mentorship to engineers, establish best practices, and raise overall engineering capability across the ITSM operations team.
• Cross-Functional Stakeholder Engagement - Partner with Product, Infrastructure, Security, and enterprise architecture leaders to align investments and execution with business priorities.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

• Extensive experience leading enterprise ITSM/Helix engineering in complex, integrated environments.
• Deep hands-on expertise with Remedy/Smart IT, Helix Dashboards, CMDB, Discovery/ADDM, and MyIT/Digital Workplace.
• Proven success improving system stability, scalability, and operational efficiency through preventative engineering practices.
• Strong experience with vulnerability remediation planning and execution in regulated, high-availability environments.
• Demonstrated leadership of cross-vendor and cross-platform integrations, including coordination across internal and external delivery teams.
• Experience implementing or scaling AI-enabled operational capabilities (for example: intelligent automation, AI-assisted workflows, or agentic operational tooling).
• Strong communication and executive-level influence, with ability to translate complex technical tradeoffs into business outcomes.
• Demonstrated ability to mentor and elevate junior engineers while leading through ambiguity and change.

Preferred Qualifications

• Familiarity with Schwab operating models, remediation processes, and enterprise integration patterns.
• Experience driving ITSM transformation programs focused on consolidation, cost optimization, and faster capability adoption.
• Background leading platform strategy in environments with high regulatory, security, and reliability expectations.
• 10+ years of experience with BMC/Helix products