ITSM Systems Manager - Remote

📋 Description

• • The ITSM Systems Manager at Ferguson Enterprises, Inc. is a technology leadership role responsible for owning, evolving, and maintaining the 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 focused on service desk operations but on strategic platform design, development, and governance to support scalable, well-governed service delivery across the enterprise.
• • Day to day, the ITSM Systems Manager will own the design, development, enhancement, and lifecycle management of ITSM and service management applications; serve as Application Owner by defining and executing a multiyear platform roadmap aligned to business strategy and ITIL guidelines; lead a team of application administrators, developers, and solution engineers; establish platform governance and development standards; partner with IT and business stakeholders to define requirements and prioritize demand; facilitate business customer forums; define and track KPIs related to platform performance and adoption; lead platform modernization efforts; oversee vendor relationships; ensure strong documentation practices; review and approve technical designs; manage team staffing, coaching, and performance; promote Agile and product-oriented delivery practices; and support enterprise transformation initiatives as needed.
• • Ferguson Enterprises, Inc. is a Fortune 500 company with approximately 36,000 associates across 1,700 locations, providing best-in-class products and services across industries such as Commercial/Mechanical, HVAC, Industrial, Waterworks, and Residential Digital Commerce. The company emphasizes a shared purpose of building something meaningful, values associate well-being, and is committed to diversity, equity, and inclusion through comprehensive benefits and equal opportunity employment practices.
• • In this role, the individual can learn and achieve strategic leadership in enterprise service management, deepen expertise in ITIL and platform governance, drive large-scale ITSM modernization initiatives, influence cross-functional technology strategy, develop executive-level stakeholder management skills, and build a career at a stable, values-driven organization that invests in associate growth and well-being.