Information Technology Service Management Manager - Remote

FERGUSON•Newport News, VA

18d•Hybrid

About The Position

Information Technology Service Management Manager Ferguson has an exciting opportunity for a seasoned Technical Manager to lead our Service Management Technologies Team. As the leader of this team, the key objective of this role is to manage the daily operations and the continuous development of the core ITSM platform, and the applications hosted thereon such as IT Service Management, IT Asset Management, Configuration Management, Event Management, and custom workflow applications. The role also oversees the development and operational support of our Atlassian toolset including Jira and Confluence, as well as other ancillary application environments that are used by the business for daily operations. To achieve these objectives, the role also manages the processes, resources, and governance that support the ongoing operations and enhancement of the platforms.

Requirements

Minimum of 5 years of IT leadership experience, with demonstrated success leading and operating Service Management Technology solutions.
Bachelor's degree in Information Systems, Computer Technology, or equivalent professional experience preferred.
Demonstrated deep technical expertise in IT Service Management (ITSM) platforms and capabilities.
Results-oriented leader with the ability to develop strategic plans and consistently deliver against established objectives and timelines.
Demonstrable ability to lead technical design discussions, evaluate proposed solutions, and ensure alignment with business objectives and desired outcomes.
Expertise in developing comprehensive business and technical design specifications for Service Management Technology platforms.
Demonstrated experience driving measurable outcomes and delivering value through technology solutions.
Strong leadership and people management skills, with the ability to inspire, engage, and develop high-performing teams.
Proven commitment to associate development, including coaching, mentoring, and effective performance and goal management.
Proficient in Microsoft 365 applications, including Teams, Word, Excel, and PowerPoint.
Demonstrates accountability, professional judgment, and disciplined execution while operating effectively with minimal supervision.
Solid understanding of ITIL, ITSM, and ITOM principles and their application in enabling and supporting business processes.
Communicates clearly and effectively, both verbally and in writing, with technical and non-technical audiences.
Acts with integrity and professionalism, demonstrating ethical leadership and personal accountability.
Exhibits flexibility and adaptability in response to changing business needs, including willingness to support extended hours and travel as required.

Responsibilities

Lead the day-to-day operations and ongoing enhancement of the core ITSM platform, including associated workflow applications and the Atlassian Jira and Confluence environments.
Serve as the Service Owner by defining, maintaining, and executing the roadmap and delivery plans for new ITSM platform capabilities.
Directly manage a team of application administrators and developers supporting the Service Management Technologies application ecosystem.
Accountable for external vendor relationships, including contract management and vendor-provided support services for the ITSM environment.
Partner with business customers across the enterprise to define product requirements and training needs for the adoption and rollout of Service Management technology solutions.
Develop, implement, and maintain a comprehensive governance framework supporting platform operations and development, including roles and responsibilities, demand and release management, access controls, and key performance metrics.
Lead and contribute to Service Management Technology–related projects, collaborating across IT, business units, and external partners.
Facilitate regular stakeholder forums to prioritize demand and align development capacity with strategic business objectives.
Establish and maintain standard operating procedures and application documentation, including the definition and reporting of key performance indicators.
Manage team staffing activities, including recruiting, hiring, and onboarding of new team members.
Define and oversee training and professional development plans in partnership with the Service Management Technology team.
Review, approve, and manage change requests impacting Service Management Technology platforms and services.
Monitor operational performance using metrics and reports to assess efficiency, effectiveness, and service quality.
Define, communicate, and implement Service Management Technology roadmaps and long-term strategic direction.
Perform additional duties as assigned, adapting to organizational growth and change.
Ensure compliance with all company policies, procedures, and applicable safety regulations.
Support corporate programs, goals, and enterprise initiatives.