Senior IT Service Management Lead — Remote

CSAA; Connecticut; Remote; USD 120,000 - 180,000; Full time

Job summary

CSAA Insurance Group seeks a Senior Manager, IT Service Management - Remote to lead enterprise ITSM strategy, governance, and continuous improvement. You will shape policies across Incident, Problem, Change, and Asset management while coordinating with IT and business leaders to align services with risk, regulatory requirements, and customer outcomes.

You will drive a mature ITSM operating model, lead cross-functional initiatives, and report on major incidents and service restoration progress in

Qualifications

• Leads enterprise ITSM strategy, governance, and process maturity priorities.
• Aligns ITSM with customer needs, technology strategy, risk, and business outcomes.
• Requires governance across Incident, Problem, Change, and Asset management.

Responsibilities

• Lead ITSM strategy, roadmap, operating model, and governance framework.
• Define ITSM policies, controls, roles, and decision rights.
• Coordinate with IT and business leaders to align services with regulatory and risk requirements.
• Monitor maturity, prioritize improvements, and ensure cross-team adoption.
• Provide leadership and reporting on major incidents and continual service improvement.

Skills

ITSM strategy

Governance

Incident management

Major incident management

Problem management

Change management

IT Asset management

Job description

CSAA Insurance Group seeks a Senior Manager, IT Service Management - Remote to lead enterprise ITSM strategy, governance, and continuous improvement. You will shape policies across Incident, Problem, Change, and Asset management while coordinating with IT and business leaders to align services with risk, regulatory requirements, and customer outcomes.

You will drive a mature ITSM operating model, lead cross-functional initiatives, and report on major incidents and service restoration progress in