ITSM Systems Manager - Remote

FERGUSON

3d•Remote

About The Position

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in. Ferguson has an exciting opportunity for an experienced technology leader to lead our Service Management Technologies team. This role is responsible for the ownership, evolution, and long-term health of enterprise service management platforms, including IT Service Management (ITSM), IT Asset Management (ITAM), Configuration Management (CMDB), Event Management, and custom workflow solutions. This role is not a pure operation or service desk management position. Instead, it is ideal for a leader who brings strong ITIL thinking and platform expertise, with a background in designing, developing, and governing ITSM systems that support scalable, well governed service delivery across the enterprise. The ITSM Systems Manager serves as the Application Owner for service management technologies, defining and executing a multiyear roadmap that delivers business aligned, scalable capabilities through iterative development. The role also oversees the development and sustainment of the Atlassian ecosystem (Jira, Confluence) and related applications used broadly across the organization. This leader partners closely with architecture, infrastructure, operations, and business stakeholders to ensure service management platforms are well designed, appropriately governed, and continuously improved. Location: This position is approved for remote or hybrid work in accordance with company policy.

Requirements

5+ years of IT leadership experience, with demonstrated success leading ITSM or enterprise application platforms
Bachelor’s degree in Information Systems, Computer Technology, or equivalent experience preferred
Handson experience with ITSM platforms such as ServiceNow, BMC, Freshworks, or similar enterprise service management tools
Solid understanding of ITIL, ITSM, and ITOM principles, and experience applying them through systems and platforms
Experience leading application development or configuration teams supporting enterprise platforms
Demonstrable ability to define platform roadmaps and translate business needs into scalable technical solutions
Experience working in Agile, iterative, or product based delivery models
Deep technical judgment and ability to evaluate solution designs and tradeoffs
Good communication and stakeholder management skills across technical and nontechnical audiences

Responsibilities

Own the design, development, enhancement, and lifecycle management of ITSM and service management applications, including ITSM, ITAM, CMDB, Event Management, and workflow automation
Serve as Application Owner, defining and executing a multiyear platform roadmap aligned to business strategy, scalability, and ITIL guidelines
Lead a team of application administrators, developers, and solution engineers responsible for building, enhancing, and supporting service management platforms
Establish and maintain platform governance, development standards, and lifecycle processes including demand intake, backlog management, release management, and postdelivery measurement
Partner with IT and business collaborators to define product requirements, prioritize demand, and guide adoption and enablement
Facilitate business customer forums to balance platform investment, delivery capacity, and operational needs
Define and track KPIs related to platform performance, adoption, reliability, and value realization
Lead Service Management Technology initiatives and platform modernization efforts across IT and the enterprise
Oversee vendor relationships for service management platforms, including product roadmaps, support services, and contract management
Ensure strong documentation practices including solution designs, SOPs, and platform standards
Review and approve technical designs and production changes to ensure alignment with architecture, security, and business outcomes
Manage team staffing, coaching, performance management, and professional development
Promote Agile, product oriented delivery practices and continuous improvement across the platform ecosystem
Support enterprise initiatives, transformation efforts, and corporate programs as needed