Remote ITSM Senior Manager - Strategy & Delivery

CSAA; West Virginia; Remote; USD 120,000 - 180,000; Full time

Job summary

CSAA Insurance Group (CSAA IG) is seeking a Senior Manager, IT Service Management for a remote role. You will lead enterprise ITSM strategy, governance, and operations, guiding teams across incident, problem, change, and asset management to deliver reliable technology services.

You will collaborate with technology, security, risk, and business units to align ITSM with customer needs, regulatory requirements, and business outcomes, driving continual improvement and risk management across the IT

Responsibilities

• ITSM Strategy and Governance: Lead the organization’s ITSM strategy, roadmap, operating model, governance framework, and process maturity priorities.
• Incident and Major Incident Management: Govern incident management standards, coordinate major incident responses, and ensure timely restoration and post-incident reviews.
• Problem Management: Lead proactive and reactive problem management, maintain a structured backlog, and track corrective actions with accountability.
• IT Change Management: Govern change management with risk-based standards, evolve CAB practices, and support Agile/DevOps with automation and policy-driven controls.
• Service Configuration and IT Asset Management: Govern configuration management and IT asset management standards with clear ownership and lifecycle oversight.

Job description

CSAA Insurance Group (CSAA IG) is seeking a Senior Manager, IT Service Management for a remote role. You will lead enterprise ITSM strategy, governance, and operations, guiding teams across incident, problem, change, and asset management to deliver reliable technology services.

You will collaborate with technology, security, risk, and business units to align ITSM with customer needs, regulatory requirements, and business outcomes, driving continual improvement and risk management across the IT