Remote ITSM Executive: Strategy, Incident & Change

CSAA; Wisconsin; Remote; USD 120,000 - 170,000; Full time

Job summary

CSAA Insurance Group seeks a Senior Manager, IT Service Management to lead enterprise ITSM strategy and governance, guiding incident, problem, change, and asset management across a remote work model.

The role collaborates with technology, security, risk, and business teams to align ITSM with customer needs, regulatory requirements, and strategic objectives, driving continual improvement and measurable outcomes.

Qualifications

• Leads enterprise ITSM strategy across incident, problem, change, asset, knowledge, and service level management.
• Partners with IT and business leaders to align service management with customer needs, technology strategy and risk.
• Establishes policies, governance, controls and operating rhythms to improve service delivery.

Responsibilities

• Lead ITSM strategy, roadmap, operating model, governance framework, and maturity priorities.
• Define ITSM policies, standards, controls, roles, decision rights and accountability models.
• Align ITSM with customer needs, technology strategy, regulatory requirements and business outcomes.
• Assess process maturity and prioritize improvements based on value, risk, and readiness.
• Promote consistent adoption with flexible delivery models and tie ITSM to planning and audits.
• Provide governance for Incident and Major Incident Management including identification and resolution standards.
• Ensure major incidents support timely restoration and post-incident reviews.
• Link corrective actions to Problem, Change, and continual improvement.
• Monitor incident trends, recovery performance, and process alignment across teams.
• Provide leadership with clear reporting on major incidents and improvements.
• Lead proactive and reactive Problem Management with backlog prioritization and root-cause analysis.
• Maintain records of known errors and corrective actions with ownership.
• Use data to identify patterns and drive proactive interventions.
• Report on root-cause themes and reductions in operational impact.
• Provide governance for Change Management with risk-based standards for all change types.
• Work with engineering to support Agile, DevOps, cloud, and automation in delivery.
• Monitor change success, unauthorized changes, and audit findings.
• Lead improvements from audits while balancing risk and timely delivery.
• Govern IT Asset and Service Configuration Management with clear policies and lifecycle oversight.
• Ensure accurate information about services and configuration items for decision support.

Job description

CSAA Insurance Group seeks a Senior Manager, IT Service Management to lead enterprise ITSM strategy and governance, guiding incident, problem, change, and asset management across a remote work model.

The role collaborates with technology, security, risk, and business teams to align ITSM with customer needs, regulatory requirements, and strategic objectives, driving continual improvement and measurable outcomes.