ITSM Systems Manager - Remote

Job Posting:

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.

Key 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

Qualifications & Experience

• 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

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information