Remote Senior ITSM Leader — Strategy, Governance & Impact

CSAA Insurance Group; Phoenix (AZ); Remote; USD 168,000 - 224,000; Full time

Benefits offered by this job

Flexible remote work culture

Remote-first workplace with Home-Flex

Competitive total compensation package

Annual bonus eligibility

Job summary

CSAA Insurance Group is hiring a Senior Manager, IT Service Management. This remote role leads ITSM strategy, governance, and continual improvement across Incident, Problem, Change, and Asset Management, partnering with technology, security, risk and business teams to deliver reliable IT services.

The position emphasizes governance, policy development, and alignment with regulatory and business priorities, while maturing ITSM practices and enabling AI-enabled service management across the

Qualifications

• 10+ years of progressive IT leadership experience in large enterprise environments.
• 3+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
• Experience leading ITSM strategy, governance, and service delivery teams.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead ITSM strategy, roadmap, and governance across the enterprise.
• Align service management with customer needs, risk, and business outcomes.
• Oversee Incident, Problem, Change, and Asset Management with continual improvement.
• Develop metrics, dashboards, and executive reporting on ITSM performance.
• Drive AI-enabled and automated ITSM initiatives with cross-functional partners.
• Lead a high-performing, inclusive ITSM team and mentor staff.

Skills

IT leadership

ITIL knowledge

ITSM

Governance

Strategy

Education

Bachelor's degree or equivalent experience

Job description

CSAA Insurance Group is hiring a Senior Manager, IT Service Management. This remote role leads ITSM strategy, governance, and continual improvement across Incident, Problem, Change, and Asset Management, partnering with technology, security, risk and business teams to deliver reliable IT services.

The position emphasizes governance, policy development, and alignment with regulatory and business priorities, while maturing ITSM practices and enabling AI-enabled service management across the