Remote Senior IT Service Management Leader

CSAA; Missouri; Remote; USD 140,000 - 170,000; Full time

Job summary

CSAA Insurance Group, a AAA insurer, is seeking a Senior Manager, IT Service Management for a remote role in the United States. You will lead the strategy, governance, and continual improvement of enterprise ITSM practices, coordinating across technology, security, risk, and business teams to deliver reliable technology services.

You will establish measurable ITSM standards aligned with customer experience and regulatory requirements, directing incident and major incident handling, problem

Qualifications

• Experience leading IT service management strategy and governance.
• Proven ability to drive incident, problem, change and configuration management.
• Strong collaboration with cross-functional teams across technology, security, risk and business units.

Responsibilities

• Lead ITSM strategy, roadmap, operating model and governance.
• Define ITSM policies, standards, controls, roles and accountability.
• Align ITSM with customer needs, technology strategy and risk requirements.
• Prioritize process maturity improvements based on value and risk.
• Represent ITSM priorities in planning, architecture, and audits.
• Govern Incident and Major Incident management, including communication and post-incident reviews.
• Oversee Problem Management with backlog prioritized by impact and risk.
• Govern Change Management with risk-based standards and CAB practices.
• Lead continuous improvements across service configuration and IT asset management.

Skills

ITSM strategy

Leadership

Governance

Incident management

Problem management

Change management

ITIL

Service delivery

Stakeholder management

Job description

CSAA Insurance Group, a AAA insurer, is seeking a Senior Manager, IT Service Management for a remote role in the United States. You will lead the strategy, governance, and continual improvement of enterprise ITSM practices, coordinating across technology, security, risk, and business teams to deliver reliable technology services.

You will establish measurable ITSM standards aligned with customer experience and regulatory requirements, directing incident and major incident handling, problem