ITSM Systems Manager - Remote

1. About Our Client:The organization operates across multiple industries including Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks, and Residential Digital Commerce. With approximately 36,000 associates and 1,700 locations, the company addresses the complexity of infrastructure, housing, and business projects by providing quality supplies and services. It focuses on making complex projects simple, sustainable, and successful through proactive problem-solving and continuous adaptation to serve customers and communities.2. About the Opportunity:The ITSM Systems Manager leads the Service Management Technologies team, responsible for owning and evolving enterprise service management platforms such as IT Service Management (ITSM), IT Asset Management (ITAM), Configuration Management (CMDB), Event Management, and custom workflow solutions. This role focuses on designing, developing, and governing ITSM systems to support scalable, well-governed service delivery. It involves defining and executing a multiyear platform roadmap, overseeing the Atlassian ecosystem, and collaborating with technical and business stakeholders to ensure continuous improvement and alignment with organizational goals.3. Responsibilities:• Own design, development, enhancement, and lifecycle management of ITSM and related service management applications• Serve as Application Owner, defining and executing a multiyear platform roadmap aligned with business strategy and ITIL guidelines• Lead a team of administrators, developers, and engineers supporting service management platforms• Establish and maintain governance, development standards, and lifecycle processes including demand intake, backlog, release, and postdelivery measurement• Collaborate with IT and business teams to define requirements, prioritize demand, and guide adoption• Facilitate customer forums to balance platform investment, capacity, and operational needs• Define and track KPIs related to platform performance, adoption, reliability, and value• Lead initiatives and modernization efforts for service management technology across IT and enterprise• Manage vendor relationships including product roadmaps, support, and contracts• Ensure comprehensive documentation including solution designs, SOPs, and standards• Review and approve technical designs and production changes for alignment with architecture and security• Manage team staffing, coaching, performance, and development• Promote Agile, product-oriented delivery, and continuous improvement practices• Support enterprise initiatives, transformation efforts, and corporate programs as needed4. Requirements:• 5+ years of IT leadership experience with success in ITSM or enterprise application platform management• Bachelor’s degree in Information Systems, Computer Technology, or equivalent preferred• Hands-on experience with ITSM platforms such as ServiceNow, BMC, Freshworks, or similar tools• Solid understanding of ITIL, ITSM, and ITOM principles with practical application in systems• Experience leading development or configuration teams for enterprise platforms• Ability to define platform roadmaps and translate business needs into scalable solutions• Experience with Agile, iterative, or product-based delivery models• Strong technical judgment to evaluate solution designs and tradeoffs• Effective communication and stakeholder management skills across technical and non-technical audiences5. Pay Range and Compensation Package:• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.6. Benefits & Perks:• Health, dental, and vision insurance• Paid time off• Life insurance• 401(k) with company match• Mental health coverage• Gender affirming and family building benefits• Paid parental leave• Associate discounts• Community involvement opportunitiesEqual Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.