Remote ITSM Leader - Strategy, Incident & Change

CSAA Insurance Group; United States; À distance; USD 168 000 - 224 000; Plein temps

Avantages offerts par ce poste

Remote-first culture

Flexible workplace

Résumé du poste

CSAA Insurance Group is seeking a Senior Manager, IT Service Management to lead strategy, governance, and continual improvement of enterprise ITSM practices across the organization. This remote role reports to IT leadership and supports business priorities and risk management.

You will oversee Incident/Major Incident, Problem, Change, CMDB/Asset, Knowledge, and Catalog management, plus service levels and continual improvement. Strong ITIL expertise and people leadership are essential.

Qualifications

• 10+ years of progressive IT leadership experience in large enterprise environments.
• Experience leading ITSM strategy, governance, and service delivery teams.
• Deep knowledge of ITIL practices and enterprise service management.
• Proven ability to lead through influence in matrixed organizations.

Responsabilités

• Lead ITSM strategy, roadmap, governance, and process maturity priorities.
• Provide governance for Incident and Major Incident Management, with clear reporting.
• Lead proactive and reactive Problem Management and root-cause analysis.
• Govern Change Management with risk-based standards and CAB practices.
• Oversee Service Configuration/IT Asset Management and CMDB data quality.
• Define standards for Request, Catalog, and Knowledge Management.
• Establish service levels, dashboards, and continual improvement measures.
• Champion AI-enabled service management and automation initiatives.
• Lead, coach, and develop a high-performing ITSM team and cross-functional partners.
• Build partnerships across executives, business, and technology to align priorities.

Connaissances

IT Leadership

ITSM Strategy

ITIL Expertise

Cross-functional Leadership

Executive Stakeholder Collaboration

Formation

Bachelor's degree or equivalent experience

Description du poste

CSAA Insurance Group is seeking a Senior Manager, IT Service Management to lead strategy, governance, and continual improvement of enterprise ITSM practices across the organization. This remote role reports to IT leadership and supports business priorities and risk management.

You will oversee Incident/Major Incident, Problem, Change, CMDB/Asset, Knowledge, and Catalog management, plus service levels and continual improvement. Strong ITIL expertise and people leadership are essential.