ITSM Systems Manager

Role Description

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
• 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.

Qualifications

• 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
• Hands-on 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 non-technical audiences

Requirements

• Own the design, development, enhancement, and lifecycle management of ITSM and service management applications
• 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 post-delivery 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

Benefits

• Health, dental, and vision insurance
• Paid time off
• Life insurance
• 401(k) with a company match
• Mental health coverage
• Gender-affirming and family-building benefits
• Paid parental leave
• Associate discounts
• Community involvement opportunities