Remote Senior IT Service Management Leader

CSAA; Maryland; Remote; USD 140,000 - 190,000; Full time

Job summary

CSAA Insurance Group (CSAA IG) is seeking a Senior Manager, IT Service Management - Remote to lead strategy, governance and continual improvement of our ITSM practices. You will drive alignment with business goals and customer experience across the IT landscape.

You will oversee Incident, Problem, Change, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, driving measurable improvements with IT, Security, Risk, and business teams.

Responsibilities

• Lead the ITSM strategy, roadmap, operating model, governance framework, and process maturity priorities.
• Define and maintain ITSM policies, standards, controls, roles, decision rights, accountability models, governance forums, and operating rhythms.
• Align service management with customer needs, technology strategy, regulatory requirements, operational risk, and business outcomes.
• Assess process maturity and prioritize improvements based on business value, risk, operational need, and organizational readiness.
• Promote consistent adoption with flexible delivery models and represent ITSM priorities in planning, architecture, operations, audit, risk, and transformation discussions.

Job description

CSAA Insurance Group (CSAA IG) is seeking a Senior Manager, IT Service Management - Remote to lead strategy, governance and continual improvement of our ITSM practices. You will drive alignment with business goals and customer experience across the IT landscape.

You will oversee Incident, Problem, Change, Configuration, IT Asset, Knowledge, Service Level, Catalog and Request Management, driving measurable improvements with IT, Security, Risk, and business teams.